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Service Desk Associate III

June 26, 2026

SUMMARY We are looking for an experienced Service Desk Associate III who can solve complex, third tier trouble tickets for end users. This person is an excellent communicator who works well in a Team based environment and can manage working on multiple trouble tickets at once and be a mentor to others. The Level III Associate is an expert at troubleshooting hardware and software issues with Microsoft Windows, Mac and mobile devices and possesses strong knowledge of networking, servers, and virtualization technologies. As the highest tier of escalation, the Level III Associate must be capable of ultimately resolving all issues without the safety net of further escalation. Often the issues must be raised with the Network Operations Center and third-party application vendors, but the ownership of the issue remains with the Level III Associate to the end. Communication with clients and coworkers is mostly telephone, chat and video chat based. Work hours are fixed with designated start and end times. Working from home and from office is flexible based on ability to maintain productivity. JOB RESPONSIBILITIES <ul><li>Answer third tier escalated trouble requests for clients via telephone, email, chat, and video chat. </li><li>Provide technical support to end users on Windows, Mac, and mobile devices. </li><li>Assist Level 1 and 2 technicians with issues and be a mentor who is eager to help others grow to your level. </li><li>Work independently and serve as the highest and final tier of escalation. </li><li>Maintain SLAs to meet resolution and follow up metrics on all assigned tickets. </li><li>Keep detailed, accurate work notes and time entries updated in real time throughout the day as work is performed. </li><li>Keep client documentation up to date immediately as changes are made. </li><li>Install, configure, and test workstation hardware. </li><li>Configure file permissions, print services, remote access connections. </li><li>Troubleshoot wired and wireless networking issues remotely. </li><li>Perform advanced administration of enterprise email applications, including add/remove users and groups, configure calendar/folder/mailbox permissions, mail forwarding, aliases, and Outlook clients. </li><li>Work with vendors and Clients to troubleshoot third-party applications. </li><li>Troubleshoot issues and find creative solutions for Clients working with Microsoft Office and other productivity and line of business applications. </li><li>Troubleshoot advanced Office 365 issues (Teams, SharePoint, Advanced Threat Protection, Power BI and Intune) </li><li>Live the core values of the company in all facets of the job and in your interactions and communications with others both internal and external. </li><ul><li>Care Deeply – You can never spend too much time thinking about and worrying about the Client. The quality of our service begins and ends with caring. </li><li>Innovate Relentlessly – There is always a way to improve. Provide new ideas and look for a better way. Remember there is always a first way to do the impossible. </li><li>Service Sincerely – Our Client’s interests come first. Replace self-pride with pride in client satisfaction. Sincerity results in success. </li><li>Collaborate Feverishly – Build bridges with your peers, partners and clients. They are a treasured resource, crucial to your success. </li><li>Listen Earnestly – When we listed to understand, not to reply, we share ideas and can then execute successfully for our clients. </li><li>Improve Eternally – If we do not learn, we’ll always be in the same place. Continuous development of your knowledge and skills is our sustainable competitive advantage. </li></ul></ul> QUALIFICATIONS <ul><li>5+ years of customer service to IT end users </li><li>5+ years with computer hardware, software, and operating systems </li><li>5+ years with networking including firewalls, switches, routers, wireless access points. </li><li>5+ years Microsoft Office suite including Excel formulas, mail merges, Outlook profiles, contacts, groups, and mailbox rules. </li><li>Prior experience in a Managed Services Provider (MSP) environment and/or IT consulting experience. </li><li>Highly organized and able to multi-task in extremely stressful situations </li><li>Ability to quickly learn new technologies using self-study materials and intuition. </li><li>Ability to articulate technical information clearly and simply to non-technical people. </li><li>Self-motivated, self-starting, and self-directed. </li><li>Ability to work well on a team and independently. </li><li>A+, Network +, CCNA, Microsoft certifications </li></ul> JOB REQUIREMENTS <ul><li>Should be willing to accept a long-term work-from-home arrangement. </li><li>Should be amenable to a permanent day shift schedule. </li></ul> <div> </div>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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