IT Help Desk Support - Level 3
Senior (Level 3) on-site IT help desk role at a collectibles retailer: owns the Jira Service Management service desks for IT and the Software team, resolves the most complex escalations across Windows/macOS, Microsoft 365, Active Directory, and networking, mentors Level 1 staff, and delivers assigned IT projects end to end.
- Compensation
- $20–$21 / hr
- Location
- Simi Valley, CA, USA
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Full time
- Experience
- 2+ years
- Category
- It support
- Posted
Skills
Must have
- 4+ years of IT support experience, including 2+ years in a Level 2/Level 3 or senior support role handling escalations
- Hands-on administration of an ITSM platform (queues, workflows, SLAs, automation); Jira Service Management strongly preferred
- Strong working knowledge of Active Directory, Microsoft 365, and Exchange Online administration
- Advanced troubleshooting of Windows 10/11 and macOS
- Networking fundamentals: TCP/IP, DNS, DHCP, VLANs, Wi-Fi
- Demonstrated ability to run projects independently and communicate status, risks, and blockers to leadership
- Excellent written and verbal communication, able to explain technical issues in plain language
Nice to have
- Experience leading, mentoring, or training help desk staff
- Experience supporting a software or development team's service desk
- Microsoft Entra ID and Intune/Autopilot endpoint management experience
- PowerShell scripting for automation and administration tasks
- Familiarity with Confluence or similar knowledge-management platforms
- Certifications such as ITIL 4 Foundation, CompTIA A+/Network+/Security+, or Microsoft MD-102/MS-102
- Experience supporting warehouse or distribution environments (scanners, label printers, shop-floor devices)
Full description
Organization:
The IT Help Desk Support – Level 3 reports directly to the IT Department Manager. This role serves as the senior escalation point for the IT Help Desk and owns day-to-day operation of the IT service desk and the service desk(s) supporting the Software team.
Summary:
As the Level 3 IT Help Desk, you will be responsible for the overall health and performance of the company’s service desks. In addition to performing all Help Desk Support duties, you will resolve the most complex technical issues escalated from Level 1, manage every facet of the IT service desk and the Software team’s service desk(s), mentor Help Desk staff, and independently execute assigned projects from kickoff to completion while keeping leadership informed of progress and roadblocks along the way.
Essential Functions:Service Desk Management (IT and Software Team)
· Own all facets of the IT service desk and the Software team’s service desk(s) in Jira Service Management, including queues, request types, workflows, SLAs, priorities, categories, and automation rules.
· Monitor queue health daily across all service desks; ensure tickets are triaged, assigned, and resolved within SLA, and intervene on aging or at-risk tickets.
· Partner with Software team leads to define intake, triage, and routing rules so requests reach the right developers with complete information, and keep that desk aligned with department standards.
· Establish and maintain ITSM processes for incident, service request, problem, and change management based on ITIL practices.
· Produce recurring service desk reports and dashboards (volume, SLA attainment, backlog, resolution time, satisfaction) and recommend improvements based on trends.
· Perform problem management on recurring issues: identify root cause, document findings, and drive permanent fixes rather than repeat workarounds.
Escalation and Advanced Technical Support
· Serve as the senior escalation point for issues Level 1 cannot resolve, taking ownership through resolution or coordinated hand-off.
· Troubleshoot and resolve complex issues across Windows and macOS endpoints, Microsoft 365, Exchange Online, Active Directory, and network connectivity (Wi-Fi, switching, DNS, DHCP) in both the Office and Warehouse.
· Perform user, group, mailbox, licensing, and access administration within Active Directory and Microsoft 365 according to department standards.
· Respond to monitoring alerts, investigate root cause, and follow through on remediation.
· Coordinate escalations with external managed service and security providers and with vendors, tracking those cases to closure in the service desk.