Desktop Technician III

Job Summary:

A Desktop Technician III is a senior technical role responsible for providing advanced desktop, endpoint, and on-site infrastructure support within the organization. This role handles complex hardware, software, and network-related issues, leads desktop deployment and refresh activities, and serves as an escalation point for lower-tier technicians. The Desktop Technician III also assists in standardization, documentation, and mentoring to ensure high-quality end-user support and operational efficiency.

Responsibilities:

• Provide advanced technical support to end-users via onsite, phone, and remote assistance.

• Act as an escalation point for complex desktop, hardware, software, and peripheral issues.

• Lead troubleshooting and resolution of high-impact or recurring technical issues.

• Install, configure, and upgrade desktop and laptop hardware components, including CPUs, memory,

storage, and peripherals.

• Install, configure, maintain, and upgrade operating systems and enterprise software applications.

• Lead and support desktop refresh, rollout, and migration activities.

• Perform advanced system maintenance, patching, and security updates.

• Provide guidance and mentorship to Desktop Technician I & II personnel.

• Coordinate with Network, Server, Security, and Facilities teams to resolve cross-functional issues.

• Support data closet / data center activities, including:

o Rack mounting of servers and network devices

o Network switch installation and stacking

o Structured cabling, harnessing, and labeling

• Manage and organize network and power cabling for workstations, data closets, and server rooms.

• Assist with configuration and troubleshooting of printers, scanners, AV equipment, and specialized

peripherals.

• Maintain accurate incident, request, and resolution records in the ticketing system.

• Create and maintain technical documentation, SOPs, and knowledge base articles.

• Assist with asset management, including inventory audits and lifecycle tracking.

• Support user training and provide guidance on best practices and proper system usage.

• Participate in on-call support or after-hours activities as required.

Skills Requirements

• Proven experience as a Desktop Technician II or III or similar senior support role.

• Advanced knowledge of:

o Desktop and laptop hardware

o Windows and/or macOS operating systems

o Enterprise software applications

• Strong expertise in hardware and software troubleshooting.

• Solid understanding of network fundamentals, including TCP/IP, DNS, DHCP, and basic switch concepts.

• Hands-on experience with Active Directory, Group Policies, and user/device management.

• Experience supporting endpoint security tools and device management platforms (e.g., MDM, EDR).

• Proficient in data closet and rack setup, including:

o Rack elevation

o Structured cabling

o Switch installation and cable management

• Strong analytical, problem-solving, and documentation skills.

• Excellent communication, customer service, and interpersonal skills.

• Ability to multitask, prioritize workloads, and work independently with minimal supervision.

• Demonstrated leadership or mentoring capability.

• High attention to detail and commitment to service quality and security standards.

Education Requirements:

• College Graduate (IT, Computer Science, or related field preferred)

• Relevant technical certifications are a plus (e.g., CompTIA A+, Network+, Microsoft, Apple, ITIL