Novalink Solutions
Job Description
Under the general supervision of the Client Engineering Desktop Supervisor, this
position provides advanced technical support and serves as an escalation point for the
Help Desk II team. The Help Desk III technician ensures timely resolution of complex
technical issues, assists in root cause analysis, and plays a critical role in mentoring
staff and improving service delivery through documentation, process optimization, and
collaboration with other IT teams.
Responsibilities: • Serve as a Tier 2 escalation point for complex or unresolved incidents, including
advanced troubleshooting for Windows, M365, Teams, Intune, and device
management issues. • Act as a subject matter expert (SME) in one or more technology areas (e.g.,
Intune, Windows deployment, or scripting/automation). • Collaborate with system administrators, network engineers, and security teams
on cross-functional technical issues. • Lead the documentation of standard operating procedures, KB articles, and
technical workflows from the Help Desk perspective. • Identify recurring issues and lead efforts for long-term resolution through
automation, process refinement, or training. • Mentor and train Help Desk II technicians, providing feedback and guidance for
skill development. • Assist in evaluating and recommending tools, scripts, or technologies to improve
Help Desk operations. • Assist with onboarding/offboarding processes, including scripting or process
development to streamline. • Assist with workstation and mobile device imaging, deployment, and
configuration as necessary.
Requirements and Skills: • 3-6 years experience in a Help Desk or IT support role with increasing
responsibility. • Advanced experience with the Microsoft 365 suite, including Teams, Exchange
Online, SharePoint, and OneDrive.
Hands-on experience with Microsoft Intune, including compliance policies, and
app deployment. • Proven ability to lead technical troubleshooting sessions and resolve escalated
tickets efficiently. • Familiarity with scripting languages such as PowerShell to automate support
tasks. • In-depth understanding of Windows 11, iOS, and endpoint security principles. • Strong analytical and documentation skills with a focus on process improvement. • Exceptional communication and customer service skills. • Ability to work independently, prioritize tasks, and manage multiple priorities in a
fast-paced environment. • Flexibility to work on-site in downtown Madison or assigned satellite locations as
needed
Requirements
Top Skills & Years of Experience: (minimum 2-3 years)
i. 3-6 years experience in a Help Desk or IT support role with increasing responsibility.
ii. Advanced experience with the Microsoft 365 suite, including Teams, Exchange Online, SharePoint, and OneDrive. 3-6 years experience.
iii. Strong analytical and documentation skills and proven ability to lead technical troubleshooting sessions and resolve escalated tickets efficiently. 3-6 years experience.
iv. Ability to work independently, prioritize tasks, and manage multiple priorities, including continuous improvement initiatives, in a fast-paced environment. 3- 6 years experience.
Nice to Have:
i. Familiarity with scripting languages such as PowerShell to automate support tasks.
ii. Hands-on experience with Microsoft Intune, including compliance policies, and app deployment.
iii. In-depth understanding of Windows 11, iOS, and endpoint security principles.
position provides advanced technical support and serves as an escalation point for the
Help Desk II team. The Help Desk III technician ensures timely resolution of complex
technical issues, assists in root cause analysis, and plays a critical role in mentoring
staff and improving service delivery through documentation, process optimization, and
collaboration with other IT teams.
Responsibilities: • Serve as a Tier 2 escalation point for complex or unresolved incidents, including
advanced troubleshooting for Windows, M365, Teams, Intune, and device
management issues. • Act as a subject matter expert (SME) in one or more technology areas (e.g.,
Intune, Windows deployment, or scripting/automation). • Collaborate with system administrators, network engineers, and security teams
on cross-functional technical issues. • Lead the documentation of standard operating procedures, KB articles, and
technical workflows from the Help Desk perspective. • Identify recurring issues and lead efforts for long-term resolution through
automation, process refinement, or training. • Mentor and train Help Desk II technicians, providing feedback and guidance for
skill development. • Assist in evaluating and recommending tools, scripts, or technologies to improve
Help Desk operations. • Assist with onboarding/offboarding processes, including scripting or process
development to streamline. • Assist with workstation and mobile device imaging, deployment, and
configuration as necessary.
Requirements and Skills: • 3-6 years experience in a Help Desk or IT support role with increasing
responsibility. • Advanced experience with the Microsoft 365 suite, including Teams, Exchange
Online, SharePoint, and OneDrive.
Hands-on experience with Microsoft Intune, including compliance policies, and
app deployment. • Proven ability to lead technical troubleshooting sessions and resolve escalated
tickets efficiently. • Familiarity with scripting languages such as PowerShell to automate support
tasks. • In-depth understanding of Windows 11, iOS, and endpoint security principles. • Strong analytical and documentation skills with a focus on process improvement. • Exceptional communication and customer service skills. • Ability to work independently, prioritize tasks, and manage multiple priorities in a
fast-paced environment. • Flexibility to work on-site in downtown Madison or assigned satellite locations as
needed
Requirements
Top Skills & Years of Experience: (minimum 2-3 years)
i. 3-6 years experience in a Help Desk or IT support role with increasing responsibility.
ii. Advanced experience with the Microsoft 365 suite, including Teams, Exchange Online, SharePoint, and OneDrive. 3-6 years experience.
iii. Strong analytical and documentation skills and proven ability to lead technical troubleshooting sessions and resolve escalated tickets efficiently. 3-6 years experience.
iv. Ability to work independently, prioritize tasks, and manage multiple priorities, including continuous improvement initiatives, in a fast-paced environment. 3- 6 years experience.
Nice to Have:
i. Familiarity with scripting languages such as PowerShell to automate support tasks.
ii. Hands-on experience with Microsoft Intune, including compliance policies, and app deployment.
iii. In-depth understanding of Windows 11, iOS, and endpoint security principles.