Help Desk Tech III

Grant Cardone Enterprises; Town of Florida (NY); On-site; USD 70,000 - 85,000; Full time

Benefits offered by this job

Medical/Dental/Vision

401k match

PTO

Employee Assistance Program

Wellness programs

Education resources

Uncapped commissions

Job summary

Grant Cardone Enterprises seeks a Help Desk Technician III to act as the senior escalation point for complex issues across Windows and macOS. You will deliver top-tier support for live events and executive teams, mentor junior staff, and work with the CIO on strategic IT projects.

You will own high-priority tickets, manage asset lifecycle, and help scale IT processes with strong documentation, security awareness, and proactive communications.

Qualifications

• 3+ years in a Tier II/III help desk or desktop support role supporting 150+ users.
• Proven troubleshooting on Windows 10/11 and macOS, plus mobile (iOS/Android).
• Experience with Microsoft 365, Entra ID/Active Directory, and an MDM platform (Intune, Jamf or similar).
• Experience with Zendesk and meeting SLA targets.

Responsibilities

• Serve as final Tier 3 escalation for complex hardware, software, network, and account issues.
• Provide white-glove support to executives and revenue-critical teams, including live events support.
• Triage, prioritize, document, and drive tickets to closure within SLA.
• Build runbooks and imaging/deployment standards for scaling fixes.

Skills

Tier II/III support

Windows 10/11

macOS

Microsoft 365

Entra ID/Active Directory

MDM (Intune/Jamf)

Zendesk

Executive support

SLA adherence

Tools

Co‑Polit

Intune

Jamf

SCCM/MECM

Job description

Who We Are

Cardone Training Technologies is the engine behind the 10X brand — the world's largest sales training platform, Cardone University, live events that fill arenas, and a media operation that produces content at a pace most companies can't match. We move fast, we play to win, and our technology must keep up with a business that never slows down. IT here isn't a back-office function — it's on the front line of everything from live event production to executive operations.

The Role

As our Help Desk Technician III, you are the senior escalation point on the support team — the person who owns the problems nobody else could solve and closes them for good. You'll support a demanding, high-velocity environment: sales floors that can't afford downtime, studio and event production with zero tolerance for AV failure, and executives who expect things to work the first time. You'll also mentor junior technicians and work directly with the CIO on projects that improve how the whole company runs.

What You’ll Own

• Serve as final Tier 3 escalation for complex hardware, software, network, and account issues across Windows and macOS environments — root cause, not workarounds.
• Deliver white-glove support to executives and revenue-critical teams, including hands‑on support for live broadcasts, studio production, and company events.
• Administer day-to-day operations in Microsoft 365 / Entra ID and Google Enterprise Workspace): user lifecycle, group policy, MFA, conditional access, and endpoint management via MDM JAMF and 1Password Vaults and SaaS Manager.
• Own the ticket queue's hardest 20%: triage, prioritize, document, and drive tickets to closure within SLA, keeping users informed the entire way.
• Troubleshoot LAN/Wi‑Fi/VPN issues, conference room AV, VoIP, and printing across the Aventura campus.
• Build and maintain runbooks, knowledge-based articles, and imaging/deployment standards so fixes scale beyond you.
• Mentor Tier 1/Tier 2 technicians — raise the whole team's game through shadowing, documentation, and honest feedback.
• Manage asset inventory and hardware lifecycle: procurement support, imaging, deployment, and secure decommissioning.
• Flag and elevate security events; support patching, endpoint protection, and phishing‑response workflows in partnership with IT leadership.
• Take on special projects from the CIO — migrations, rollouts, office buildouts, and event IT support.

What You Bring (Required)

• 3+ years in a Tier II/III help desk or desktop support role supporting 150+ users — you've earned the III.
• Deep, proven troubleshooting skill on Windows 10/11 and macOS, plus mobile (iOS/Android).
• Hands‑on administration of Microsoft 365, Entra ID/Active Directory, and an MDM platform (Intune, Jamf, or similar).
• Experience with a professional ticketing system Zendesk with Co‑Polit and a track record of strong SLA performance.
• Executive presence — calm under pressure, clear communicator, and comfortable supporting C‑level leaders face‑to‑face.
• Extreme ownership: you don't hand problems back; you hand back solutions. You document what you fix.
• Ability to lift 40 lbs., crawl under desks, run cable, and be physically present and on time — this role is 100% on‑site.

What Sets You Apart (Preferred)

• CompTIA A+/Network+/Security+, Google Workspace Enterprise, or JAMF certifications.
• AV and live‑production support experience — Zoom Rooms, streaming gear, studio environments.
• Scripting for automation (PowerShell, Bash) and imaging/deployment tools (Autopilot, SCCM/MECM).
• Experience supporting a sales organization with dialers, CRM HubSpot, and Zoom Workspace telephony platforms.

How We’ll Measure Success

• First 30 days: Fully productive in the ticket queue; systems, people, and priorities mapped.
• First 60 days: Owning Tier 3 escalations end-to-end; first knowledge-based contributions live.
• First 90 days: Measurable lift in first‑contact resolution and SLA compliance; trusted go‑to for executive and event support.

We offer a comprehensive benefits package for full‑time employees that includes:

• Medical, dental, and vision for employees and their dependents
• Paid Time Off policy that increases based on tenure with the company
• Employee Assistance Program through Mutual of Omaha
• 401k with company match
• Pet Insurance through MetLife for your 10X pets
• Company Paid Employee wellness initiatives through BeyondMed
• Professional Development through Continued Education: we provide team members complete access to our range of educational resources valued at over $250,000 in areas such as Sales, Operations, People, Finance and Marketing
• Uncapped Commission Potential: all team members have the opportunity to sell our Products/Services (and are trained on how to do so)

COMMITMENT TO DIVERSITY

As an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce Grant Cardone Enterprises recognizes that a diverse staff, reflective of our community, is an integral and welcome part of a successful and ethical business. We hire local talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation or disability, and actively foster inclusion in all forms both within our company and across interactions with clients, candidates and partners.