Tier III Help Desk Technician
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At a glance
Job overview
Insight Global is hiring a Tier III Help Desk Technician. Insight Global is seeking a Tier III Desktop Support Technician to work independently as the sole physical support tech in the office, backed by a nationwide team. This role requires an independent, punctual, and quick-learning individual with a positive attitude. The technician will provide white-glove service through a ticketing system and in-person support to C-Suite executives and internal employees, troubleshooting various IT issues.
Key focus areas include Provide white glove service through the ticketing system, Walk around the office, making themselves known to C-Suite level executives, and Troubleshoot physical set ups.
Successful candidates bring Mfa, Conditional Access, and Bitlocker. Important skills include Independence, Punctuality, Quick Learner, Positive Attitude, White Glove Service, and Windows Administration.
Skills & qualifications
Skills
Qualifications
Full job description
Job Description
Job Description
An employer is looking for a Tier III Desktop Support Technician. This person will be working primarily by themselves and the only physical support tech in the office supported by a team nationwide. They need to be independent, punctual, a quick learner and have a positive attitude. These tickets will come through ServiceNow--ServiceNow experience is preferred however any ticketing system will suffice. They will provide white glove service through the ticketing system as well as walk around the office, making themselves known to C-Suite level executives. They will be working with internal employees only, via the ticketing system, phone, email and in person. Examples of issues they will troubleshoot will be physical set ups, desk set ups, replacing hard drives, adding employees to a distribution list, password resets, access granting, etc. This person will be working five days a week onsite. There will be opportunity for overtime.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Skills and Requirements
Core Technical Skills
Windows Administration
Windows 11 troubleshooting
Advanced registry editing
Event Viewer analysis
Group Policy troubleshooting
Device Driver troubleshooting
PowerShell scripting
Local and domain profile repairs
Advanced performance diagnostics
Active Directory
Users, Groups, OUs
Authentication troubleshooting
Kerberos basics
LDAP understanding
Trust relationships
DNS dependency knowledge
Microsoft 365
Exchange Online
OneDrive
Licensing
Conditional Access concepts
MFA troubleshooting
Endpoint Management
Configuration profiles
Application deployment
BitLocker management
Certificate troubleshooting
Endpoint analytics
SCCM (MECM)
Imaging
Task sequences
Application deployment
Software updates
Client health troubleshooting
Distribution points
Reporting
Networking Skills
A Tier 3 person should understand networking beyond "reboot the switch."
Must Know
DNS
DHCP
TCP/IP
VPN troubleshooting
Routing basics
VLAN concepts
Firewall fundamentals
Port testing
Packet captures
Preferred
Wireshark
Wireless troubleshooting
Security Skills
Required
MFA
Conditional Access
BitLocker
Phishing investigations
Least privilege concepts
Security incident response
Expected
PowerShell
Basic SQL queries
API fundamentals
Batch scripting
Strong Candidate
Advanced PowerShell modules
Graph API
Automation runbooks
Azure automation
Troubleshooting Skills
This is actually more important than technical knowledge.
I look for someone who can:
✅ Isolate root cause
✅ Read logs
✅ Understand dependencies
✅ Form hypotheses
✅ Prove/disprove theories
✅ Escalate with useful documentation
✅ Solve issues they've never seen before
The best Tier 3 technicians are problem-solvers, not just knowledge holders.
Documentation Skills
Should be able to:
Write knowledge articles
Create SOPs
Document root cause analysis
Build troubleshooting guides
Maintain accurate ticket notes
Soft Skills
Many organizations overlook these.
A Tier 3 should:
Mentor Tier 1 and Tier 2
Handle executive escalations
Communicate clearly with non-technical users
Work with vendors
Lead troubleshooting bridges
Stay calm under pressure
SCCM/MECM proficiency
DNS/DHCP expertise
Windows troubleshooting expert
BitLocker expertise
Security-minded
Capable of mentoring others
Able to take ownership of major incidents
You've read the whole posting — now see how you match it.