Service Desk Technician III - Dallas Regional Office

The Service Desk Technician III serves as a senior member of the IT Service Desk team, delivering advanced technical support for end users, endpoints, applications, collaboration platforms, and enterprise systems. This role acts as a Tier 2/3 escalation point, resolves complex technical issues, mentors junior technicians, and contributes to continuous improvement initiatives that enhance service quality, operational efficiency, and user satisfaction.

The Service Desk Technician III is responsible for maintaining a high level of customer service while ensuring adherence to IT service management (ITSM) and compliance standards.

ESSENTIAL FUNCTIONS:

1. Delivers a high-quality customer experience through professional, timely, and effective
2. Tracks incidents and requests from initial intake through resolution IT within the IT service management platform.
3. Provides proactive communication to users regarding issue status, outages, and resolutions.
4. Provides advanced support for hardware, software, operating systems, mobile devices, printers, and enterprise applications.
5. Serves as an escalation resource for complex incidents and service requests.
6. Diagnoses, troubleshoot, and resolve technical issues across on-premises, cloud, and hybrid environments.
7. Coordinates with infrastructure, security, and application teams to resolve cross-functional issues.
8. Supports Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, and related collaboration tools.
9. Creates and maintain support documentation, knowledge articles, and standard operating procedures.
10. Identifies recurring issues and recommend long-term corrective actions.
11. Participates in Problem Management efforts to reduce incident volume and improve service stability.
12. Contributes to process improvement and service automation initiatives.
13. Assists with endpoint security, vulnerability remediation, MFA support, device compliance, and access management.
14. Supports audits, compliance requirements, and asset management processes as required.
15. Mentors and provide technical guidance to Service Desk Technicians I and II.
16. Assists with onboarding and training of new team members.
17. Shares technical expertise and best practices across the IT organization.
18. Assists with hardware deployment, imaging, refreshes, and lifecycle management activities.
19. Supports office moves, technology rollouts, and enterprise technology projects.
20. Performs other duties as assigned.

QUALIFICATIONS: (Knowledge, Skills, Abilities, Education, Training and Experience.)

• Associate degree in Information Technology, Computer Science, or related field; equivalent experience may be considered.
• CompTIA A+, Network+, Security+, or equivalent certifications
• Minimum Five (5) years of progressive IT support or service desk experience.
• Experience supporting enterprise users in a Microsoft-centric environment.
• Experience working within an ITSM platform such as ServiceNow, Ivanti, Freshservice, or similar.
• Windows 11 and Microsoft 365
• Microsoft Entra ID (Azure AD) and Active Directory
• Microsoft Intune or equivalent endpoint management tools
• Microsoft Teams, SharePoint, OneDrive, and Exchange Online
• VPN, networking fundamentals, DNS, DHCP, and Wi-Fi troubleshooting
• Remote support tools and endpoint management technologies
• Experience supporting mobile device management (MDM) solutions
• Hardware lifecycle management and asset tracking
• Experience with remote support for internet and telephony services as well as access control systems

About Us: Dominium is a purpose-driven leader in affordable housing. We operate in approximately 20 states, supported by a team of over 1,300 dedicated employees. For more than 50 years, we have delivered excellence in the development and management of affordable housing communities across the United States. Dominium's values - EDGE: Entrepreneurial Innovation, Developing People, Growth Mindset and Execution - guide us in fulfilling our Purpose: to provide quality, affordable housing that builds Enduring Value for our residents, employees, communities and financial partners. We believe housing provides dignity, and our work has a positive, lasting impact on the lives of individuals and families - often for generations. Our properties last for decades, leaving a lasting impact in the communities where they are located.

We offer a competitive salary, an incentive bonus program, training and development programs, career growth and community volunteer and outreach programs. We also provide a comprehensive benefits package for eligible employees, including Basic Life and AD&D; Employee, Spouse and Child Supplemental Life and AD&D; and Short and Long-Term Disability insurance. We also offer Medical, Dental and Vision coverage, with optional Health Savings Accounts, as well as Medical and Dependent Care Flexible Spending Accounts. We offer Voluntary Benefits (Accident, Critical Illness, Whole Life) and an Employee Assistance Program. Additionally, you have access to a 401(K) plan, Health and Financial Wellness Programs, Paid Time Off including Paid Holidays and Floating Holidays, Paid Parental Leave, Education Reimbursement, Employee Recognition and the Dominium Employee Emergency Fund.

Dominium is committed to providing equal employment opportunities to qualified applicants and employees. Dominium prohibits employment discrimination on race, color, creed, religion, national origin, citizenship, sex (including sexual orientation and gender identity), pregnancy, marital status, familial status, status with regard to public assistance, disability, membership or activity in local commission, veteran status, military status, age, genetic information, union membership, use of lawful consumable products, or any other category protected by applicable state or federal law.

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