Senior Service Desk Technician (Level 3) Onsite

Lexipol; Frisco (TX); Presencial; USD 41.000 - 44.000; Jornada completa

Descripción de la vacante

Lexipol in Frisco, TX is seeking a Service Desk Level 3 Technician to escalate and resolve complex end-user and endpoint issues. You will own tickets from intake through resolution and work with IT resources to ensure service quality.

The role requires 5–7 years in service desk or similar, strong knowledge of Windows and Mac endpoints, Active Directory/Microsoft Entra ID, and familiarity with Asset Panda, KnowBe4, Wrike, and Mimecast. Onsite position with 9-6 CST.

Formación

• 5–7 years of experience in Service Desk or similar technical support role.
• Experience with Windows and Mac endpoints, apps, collaboration tools, and Service Desk platforms.
• Experience with Active Directory and Microsoft Entra ID user/account support.
• Experience with Asset Panda asset management and lifecycle updates.
• Experience with KnowBe4, Wrike, and Mimecast for user assistance and security-related support.
• Strong troubleshooting, communication, and customer service skills.
• Bachelor's degree in Computer Science, Information Technology, or related field preferred; equivalent work experience accepted.

Responsabilidades

• Serve as Level 3 escalation resource for complex endpoint, OS, app access, device, asset, email-support, and user-environment issues.
• Own incidents and service requests from intake through resolution with timely updates.
• Communicate clearly with users, teams, managers, and vendors; explain issues in plain language.
• Collaborate with teammates, owners, vendors, and stakeholders to resolve escalations.
• Maintain ticket notes, asset updates, and support records; identify repeat issues for process improvements.
• Perform approved Service Desk tool administration in AD, Entra ID, Asset Panda, KnowBe4, Wrike, and Mimecast.

Conocimientos

Windows endpoints

Mac endpoints

End-user support

Email-support

Asset management

Security awareness support

Educación

Bachelor's degree in Computer Science or Information Technology

Herramientas

Active Directory

Microsoft Entra ID

Asset Panda

KnowBe4

Wrike

Mimecast

Descripción del empleo

Lexipol in Frisco, TX is seeking a Service Desk Level 3 Technician to escalate and resolve complex end-user and endpoint issues. You will own tickets from intake through resolution and work with IT resources to ensure service quality.

The role requires 5–7 years in service desk or similar, strong knowledge of Windows and Mac endpoints, Active Directory/Microsoft Entra ID, and familiarity with Asset Panda, KnowBe4, Wrike, and Mimecast. Onsite position with 9-6 CST.