Service Desk Level 3 Technician

Lexipol; Frisco (TX); On-site; USD 41,000 - 44,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Windows endpoints

Mac endpoints

End-user support

Email-support

Asset management

Security awareness support

Education

Bachelor's degree in Computer Science or Information Technology

Tools

Active Directory

Microsoft Entra ID

Asset Panda

KnowBe4

Wrike

Mimecast

Job description

Title: Service Desk Level 3 Technician

Department: IT Services

Posting Location: Frisco, TX (Onsite), 5 days per week (Monday-Friday), 9:00 AM to 6:00 PM CST

About Lexipol

At Lexipol, our mission is to create safer communities and empower the individuals on the front lines with market-leading content and technology. Our top-notch team works closely with law enforcement, fire, EMS, corrections, and local government professionals to tailor our solutions to better address today’s challenges and keep first responders coming home safely at the end of each shift.

Working at Lexipol means making a difference – day in and day out.

The Work:

The Service Desk Level 3 Technician role is an advanced escalation position responsible for resolving complex end-user, endpoint, application, access, asset, email-support, security-awareness-support, and user-environment issues. This role owns escalated tickets through resolution, performs approved Service Desk administration in core support tools, and helps raise the consistency and reliability of Service Desk operations across the company.
This role works independently on complex support issues while collaborating with teammates, application owners, vendors, and other IT resources when escalation or coordination is required. The position performs Service Desk-level functions in Active Directory, Microsoft Entra ID, Asset Panda, KnowBe4, Wrike, and Mimecast. It does not include ownership of servers, network infrastructure, security operations, or enterprise security policy administration; those functions remain with the infrastructure and security teams.

Key Performance Objectives:

• Advanced Technical Support: Serve as a Level 3 escalation resource for complex endpoint, operating system, application access, device, peripheral, email-support, asset, and user-environment issues. Diagnose root cause, resolve issues where possible, and escalat(e) with clear context when needed.
• Endpoint and Application Support: Support installation, configuration, maintenance, and troubleshooting of Windows and Mac endpoints, approved business applications, collaboration tools, SharePoint-related user support, and Service Desk support tools.
• Ticket Ownership and Service Delivery: Own assigned incidents and service requests from intake through resolution. Maintain timely updates, follow up with users, and help ensure work is completed within expected service levels.
• Communication and User Enablement: Communicate clearly with users, teammates, managers, and vendors. Explain technical issues in plain language and help users follow approved IT practices.
• Collaboration and Handoffs: Collaborate with Service Desk teammates, application owners, vendors, and business stakeholders to resolve escalated issues and ensure effective handoffs.
• Operational Quality and Improvement: Maintain accurate ticket notes, support records, and asset updates. Identify repeat issues and recommend practical process improvements.
• Approved Service Desk Tool Administration: Perform approved Service Desk administration in Active Directory, Microsoft Entra ID, Asset Panda, KnowBe4, Wrike, and Mimecast within established procedures and escalation paths.

Required Qualifications:

• 5-7 years of experience in Service Desk, endpoint support, desktop support, application support, access support, or a similar technical support role.
• Strong working knowledge of Windows and Mac endpoints, endpoint troubleshooting, approved business applications, collaboration tools, and Service Desk platforms.
• Experience performing approved Service Desk support functions in Active Directory and Microsoft Entra ID, such as user account support, group or access-related ticket work, password or MFA support, and escalation of identity issues.
• Experience using or supporting Service Desk workflows in Asset Panda, including asset record accuracy, device assignments, inventory updates, and user or device lifecycle support.
• Experience supporting user-facing or Service Desk workflows in KnowBe4, Wrike, and Mimecast, including user assistance, training or awareness ticket support, request routing, email quarantine or release support, and escalation of security-related issues through approved channels.
• Experience resolving escalated hardware, software, operating system, access, user environment, application, asset, and email-support issues.
• Strong troubleshooting, problem-solving, prioritization, follow-through, and customer service skills.
• Strong communication and interpersonal skills, with the ability to explain technical issues to non-technical users.
• Ability to work independently while collaborating effectively in a team-oriented environment.
• Attention to detail when updating tickets, recording troubleshooting steps, documenting support actions, updating asset or access-related records, and managing escalations.
• Ability to follow approved IT procedures, access request processes, email-support procedures, asset management procedures, and escalation paths.
• Bachelor's degree in Computer Science, Information Technology, or a related field preferred; equivalent work experience accepted.

Preferred Qualifications:

• ITIL Foundation, CompTIA A+, Microsoft 365 Certified: Endpoint Administrator Associate, Microsoft SC-900, or similar relevant certification preferred.
• Experience with Service Desk ticketing workflows, endpoint lifecycle support, SaaS user administration, and asset management processes.
• Experience improving knowledge articles, ticket notes, troubleshooting steps, or repeatable Service Desk procedures.

Preferred Experience:

• ITIL Foundation, CompTIA A+, Microsoft 365 Certified: Endpoint Administrator Associate, Microsoft SC-900, or similar relevant certification preferred.
• Experience with Service Desk ticketing workflows, endpoint lifecycle support, SaaS user administration, and asset management processes.
• Experience improving knowledge articles, ticket notes, troubleshooting steps, or repeatable Service Desk procedures.

Target Outcomes/Success Metrics:

• Ticket Resolution: Complex incidents and escalations are resolved accurately, timely, and with clear communication.
• User Experience: Users receive professional support, realistic expectations, and consistent follow-up through resolution.
• Operational Reliability: Support actions contribute to stable endpoints, applications, access, assets, email support, and user environments.
• Quality and Accuracy: Tickets, notes, troubleshooting steps, asset records, access-support actions, and support records are complete and reliable.
• Escalation Discipline: Escalations include clear issue summaries, impact, troubleshooting completed, supported tool context, and recommended next steps.

Employee Value Proposition:

This role is a strong opportunity for an experienced Service Desk professional who wants to operate at a higher technical level while staying close to end users and business impact. As a Service Desk Level 3 Technician, you will serve as an escalation point for complex endpoint, access, application, asset, and email-support issues, while working with key tools such as Active Directory, Microsoft Entra ID, Asset Panda, KnowBe4, Wrike, and Mimecast.

You will have the opportunity to take ownership of challenging support issues, improve the consistency and quality of Service Desk operations, and partner with IT teammates, application owners, vendors, and business users. This role is ideal for someone who enjoys solving problems, improving processes, and delivering a high-quality support experience in a mission-driven organization serving public safety and local government professionals.

This is a great fit for an experienced Service Desk professional who thrives in a fast-paced, service-oriented environment, can manage competing priorities, and takes pride in delivering timely, high-quality support to employees across the business.

The Environment:

This role works in an office environment and regularly operates a computer and standard office equipment. Occasional lifting, moving, or setup of IT equipment may be required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

Compensation and Benefits:

Hourly rate for this role is$30 - $32/hr., based on credentials and experience.

About Lexipol

Lexipol is the leader in advancing total readiness for public safety agencies, helping leaders reduce risk, ease administrative burdens, and strengthen community trust. Trusted by more than 12,000 agencies nationwide, Lexipol delivers a unified platform that integrates policy, training, wellness, and reporting to simplify operations and support data-informed decisions. By equipping leaders and teams with the tools, insights, and support they need, Lexipol makes readiness possible - today and for whatever comes next. Learn more at www.lexipol.com.

Lexipol Is an Equal Opportunity Employer (EOE)

Lexipol, LLC provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, gender, national origin, age, sex, pregnancy, disability, sexual orientation, gender identity or expression, veteran status, genetic information, or any other non-job-related characteristic. Lexipol complies with applicable federal, state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfers, leave of absence, compensation, and training.