Help Desktop Support Technician III
$250,000–$250,000 year
On-siteAventura, Florida, United States
Job Summary
Serve as the final Tier 3 escalation point for complex hardware, software, network, and account issues across Windows and macOS environments, delivering root cause analysis rather than workarounds. Provide white-glove support to executives and revenue-critical teams, including hands-on assistance for live broadcasts, studio production, and company events. Administer day-to-day operations in Microsoft 365, Entra ID, and Google Enterprise Workspace, managing user lifecycles, group policies, MFA, and endpoint deployment via JAMF and 1Password. Own the ticket queue's hardest cases by triaging, prioritizing, documenting, and driving closures within SLA while building runbooks and knowledge articles to scale fixes. Troubleshoot LAN/Wi-Fi/VPN, AV, and printing issues across the Aventura campus, mentor junior technicians through shadowing and feedback, and manage asset inventory and hardware lifecycle. Flag security events, support patching workflows, and execute special projects from the CIO such as migrations and office buildouts. This role requires 100% on-site presence at the Aventura campus and involves supporting a high-velocity sales and event production environment.
Required Qualifications
- 3+ years in a Tier II/III help desk or desktop support role supporting 150+ users
- 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)
- Solid networking fundamentals: TCP/IP, DNS, DHCP, VLANs, Wi-Fi troubleshooting, VPN clients
- 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
Desired Qualifications
- 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
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