SASS Service Desk Tec III

POSITION SUMMARY The Service Desk Technician III serves as a senior technical resource responsible for the support, administration, and continual improvement of the end-user computing environment for Saltchuk Aviation Shared Services and its Operating Companies. This position researches, plans, implements, and supports technologies that enhance system reliability, security, and end-user productivity. The Service Desk Technician III participates in and may lead enterprise-wide technology initiatives, evaluates and implements new technologies, and provides advanced technical troubleshooting and mentorship to Service Desk Technicians I and II. This role serves as a subject matter expert in desktop engineering and end-user technologies, including Windows operating systems, desktop applications, mobile and wireless devices, multifunction printers, endpoint management, and proximity access control systems. ESSENTIAL DUTIES AND RESPONSIBILITIES (Other duties may be assigned.) - Provide advanced technical support and resolution for incidents, service requests, and problem tickets, including root cause analysis and corrective action recommendations. - Support and maintain physical and virtual desktop environments. - Serve as a technical resource and mentor to Service Desk Technicians I and II, providing training, guidance, and escalation support. - Gather business and technical requirements for new technologies and assist with solution design and implementation. - Provide advanced support for Active Directory, Group Policy, desktop management tools, and endpoint technologies. - Develop, maintain, and document desktop engineering standards, policies, procedures, and best practices. - Develop and maintain desktop services documentation, disaster recovery plans, and business continuity procedures; participate in testing and recovery exercises. - Support Microsoft Windows desktop operating systems in enterprise environments. - Collaborate with Infrastructure teams to manage desktop applications, software deployments, security patches, and operating system updates through endpoint management tools. - Configure, administer, and support mobile device management (MDM) solutions. - Review and maintain desktop asset configuration items, identifying trends and opportunities for improvement. - Perform software license compliance reviews and audits as required. - Participate in an on-call support rotation and respond to after-hours support needs when necessary. - Travel occasionally for special projects, training, and support of remote operating locations. - Assist with gathering, documenting, and managing desktop technology requirements. - Coordinate desktop technology deployments and process improvements with ITS teams and business stakeholders. - Partner with Enterprise Applications and Infrastructure teams to identify and implement continuous improvement opportunities. - Recommend tools and solutions to improve desktop management, monitoring, reporting, and compliance. - Provide advanced troubleshooting and problem diagnosis related to desktop technologies, including Microsoft Windows, Active Directory, and Group Policy. - Assess and implement hardware and performance upgrades for desktops, laptops, and related hardware. - Maintain accurate inventories of computing equipment, software, and peripheral devices, including documentation of installations, repairs, failures, replacements, and removals. - Maintain configuration items and asset records within the IT Service Management (ITSM) platform. - Analyze incident trends and documented resolutions to identify and prevent recurring issues. - Assist with long-term planning and capacity management for computing hardware, software, and peripheral equipment. - Collaborate with ITS teams, Change Advisory Board (CAB) members, and stakeholders to resolve incidents effectively and efficiently. - Support ha dware and software releases, upgrades, and deployments in accordance with Change and Release Management processes. - Document solutions, procedures, and troubleshooting steps within the knowledge management system. - Support and reinforce service level agreements (SLAs) to ensure high-quality customer service and end-user satisfaction. MINIMUM QUALIFICATIONS Minimum of five (5) years of progressively responsible information technology experience. Bachelor's degree in Computer Science, Management Information Systems, or a related field. Additional relevant experience may be substituted for education on a year-for-year basis. Excellent customer service and customer support skills. Strong technical knowledge of both client and server-based technologies. Strong knowledge of Windows desktop and server operating systems in an enterprise environment, including architecture, design, administration, and best practices. Experience with Microsoft Endpoint Configuration Manager (MECM/SCCM), Microsoft Office applications, Windows operating system management, and mobile device management solutions. Microsoft certifications preferred. CompTIA A+ certification required. Strong analytical, problem-solving, and presentation skills. Excellent interpersonal, organizational, writ