Service Desk Technician III

Join Rimkus and unlock your potential with endless opportunities for growth, learning, and making a difference!

Rimkus (www.rimkus.com) is a worldwide leader in Engineering and Technical Consulting. Rimkus experts specialize in building envelope, engineering, forensic consulting, dispute resolution, construction management services, and solutions built for the environment.

NOW IS THE TIME to join this growing and stable company! We offer our full-time employees a competitive salary, bonus opportunities and a full benefits package that includes medical, dental, vision, life, disability, employer-matching 401(k), and opportunities for advancement!

Overview

The Tier 3 Service Desk Technician is a technical resource responsible for resolving complex IT issues escalated from service desk support. This position supports enterprise IT environments, mentors junior staff, and contributes to continuous improvement in service delivery. The ideal candidate should have a minimum of 5 years of experience, advanced proficiency in Microsoft cloud services and scripting, and practical knowledge of ConnectWise, Screen Connect, RingCentral, Microsoft Admin Center, and Microsoft Teams. Strong communication skills, exceptional customer service, and proficiency with video conferencing platforms-especially Microsoft Teams-are essential to succeed in this role.

Key Responsibilities

• Act as the final escalation point for unresolved service desk tickets, with a focus on deep technical troubleshooting and root cause analysis.
• Provide expert-level support in:




• Azure Active Directory (Azure AD) administration and troubleshooting
• PowerShell scripting for automation of system tasks and configurations
• SharePoint Online configuration, permissions, and user support
• Microsoft Teams support, including voice integration, collaboration tools, and video conferencing troubleshooting
• Microsoft 365 Admin Center tools for user, license, and service management




• Utilize tools including ConnectWise, Screen Connect, and RingCentral to support remote access, ticket management, communication, and collaboration.
• Serve as a technical leader and mentor to Tier 1 and Tier 2 Service Desk personnel, guiding their development in both technical and customer service skills.
• Deliver support with a high degree of professionalism and empathy, maintaining a strong customer-first approach.
• Collaborate with infrastructure and systems teams to resolve escalated issues, escalate complex problems, or coordinate resolution with the IT Service Desk Manager.
• Lead documentation efforts: maintain, improve, and decommission knowledge base articles and SOPs based on tested procedures.
• Participate in or lead initiatives for IT projects, equipment testing, and implementation of new technologies.
• Monitor SLA compliance and ensure that Tier 3 escalations are addressed within the established resolution window.
• Proactively identify and recommend improvements in processes, tools, and overall service delivery quality.
• Communicate clearly and effectively with end users and team members, both verbally and in writing, across technical and non-technical contexts.

Required Qualifications

• Minimum 5 years of experience in a technical support or service desk environment, with at least 2 years in a Tier 3 or senior support role.
• Proven leadership capabilities in a team environment, including mentoring, coaching, and knowledge sharing.
• Advanced knowledge and hands-on experience with:




• Azure Active Directory (AAD)
• Microsoft PowerShell for scripting and automation
• Microsoft 365 Admin Center and core Office 365 services
• SharePoint Online administration
• Microsoft Teams, including telephony integration, governance, and video conferencing support




• Proficiency with service and remote access tools:




• ConnectWise (ticketing and service management)
• Screen Connect (remote desktop support)
• RingCentral (VoIP and communication management)




• Strong customer service orientation with a proven ability to handle high-pressure support situations professionally.
• Strong familiarity with ITSM processes and industry best practices (e.g., ITIL framework).
• Excellent problem-solving skills with the ability to work independently and prioritize tasks under pressure.
• Clear, professional communication skills (written and verbal) across technical and non-technical audiences.

Preferred Qualifications

• Professional certifications such as:




• Microsoft Certified: Azure Administrator Associate
• Microsoft 365 Certified: Modern Desktop Administrator
• ITIL Foundation Certification




• Experience managing or leading service desk teams or IT support projects.
• Familiarity with endpoint management solutions such as Microsoft Intune or SCCM.
• Ability to analyze service desk trends and metrics to guide team improvement initiatives.

Working Conditions

• May require after-hours or weekend work for escalations or project deployments.
• Hybrid or remote work arrangement possible, depending on organizational needs.
• Occasional travel for team meetings, deployments, or training sessions may be required.

At Rimkus, we value a diverse and inclusive workplace where all employees feel valued and respected. We are committed to creating a work environment that supports and celebrates the unique perspectives and experiences of all employees. If you share our commitment to diversity and inclusivity and are excited about joining a welcoming and supportive team, we encourage you to apply for our open positions.

Rimkus is an EEO/Affirmative Action Employee and will make all employment-related decisions without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, or protected veteran status.

THIS JOB DESCRIPTION IS SUBJECT TO CHANGE AND DOES NOT CONSTITUTE A CONTRACT FOR EMPLOYMENT OR A GUARANTEE OF CONTINUED EMPLOYMENT.

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