Support Technician III

Summary

The Support Technician III provides advanced technical support and serves as an escalation resource for complex issues involving hardware, software, networking, and enterprise systems. In addition to hands-on support responsibilities, this role takes ownership of endpoint management, patch operations, configuration management, and security hardening tasks that extend beyond routine support work.

Essential Duties and Responsibilities

• Handles problem recognition, research, isolation, resolution, and follow-up for complex technical issues; serves as the escalation point for issues unresolved at lower support tiers
• Administers and maintains user accounts, groups, and access controls within Active Directory and Azure Active Directory/Entra ID, including provisioning, deprovisioning, and role-based access management
• Manages enterprise endpoint configuration, compliance policies, and application deployment through enterprise management platforms; supports device provisioning and lifecycle management
• Builds, maintains, and documents Windows system images with enterprise deployment tools and workflows
• Administers endpoint patch management using Windows Update for Business, Intune patch rings, SCCM/MECM, and third-party patching tools; monitors compliance and coordinates remediation as needed
• Creates, modifies, and troubleshoots Group Policy Objects, including GPO scoping, WMI filtering, ADMX template management, and rollback procedures
• Implements and maintains endpoint hardening baselines in alignment with CIS Benchmarks and Microsoft Security Baselines; manages local admin controls, privilege reduction, and EDR agent health
• Coordinates vulnerability remediation activities in partnership with relevant stakeholders, tracking findings through closure
• Develops and maintains PowerShell scripts for deployment, configuration, data gathering, and automated remediation workflows
• Performs application administration tasks including software deployment, licensing management, configuration, and user access across enterprise applications
• Supports light project management activities including tracking deliverables, coordinating with vendors and internal stakeholders, and documenting project status for management review
• Provides assistance and mentorship to lower-level Support Technicians
• Writes hardware and software evaluations and recommendations for management review
• Responds to emergency situations that may arise outside of regular business hours

Education and Experience

• Associates or other in Computer Science or HS or equivalent
• Five or more years’ experience in a similar IT support technician role
• Strong computer skills including PC configuration, network configuration, and troubleshooting
• Experience with Windows 10/11 and other Microsoft products, including M365
• Experience with enterprise device configuration, compliance policies, and application deployment
• Experience with Windows image build and deployment tools such as SCCM, or Autopilot
• Proficiency in PowerShell scripting for automation, deployment, and remediation tasks
• Experience with helpdesk support systems and problem management platforms
• CompTIA A+ certification required
• CompTIA Security+ certification required or in progress
• Microsoft MD-102 (Endpoint Administrator) preferred

Skills and Abilities

• Excellent communication and interpersonal skills
• Detail oriented with strong analytical and problem-solving skills
• Excellent time management and prioritization skills
• Ability to work effectively both independently and as a team member
• Good written communication skills
• Valid driver’s license, reliable transportation, and ability to travel regionally

Physical Demands

The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required include close vision and ability to adjust focus. While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands to operate equipment, and talk or hear. The employee is occasionally required to reach, stoop, kneel, or crouch. Work environment has a moderate noise level and requires frequent regional travel by land and occasional air travel.