Job Title: Band 3 – L3 Desktop Support Technician

Job Summary

The L3 Desktop Support Technician is responsible for providing advanced technical support and resolving complex desktop, laptop, operating system, application, and peripheral issues. The role serves as a senior escalation point for L1/L2 support teams, performs root cause analysis, drives problem resolution, and contributes to IT infrastructure projects, system upgrades, and continuous improvement initiatives. The technician will work closely with infrastructure, network, security, application, and other IT teams to ensure high availability, security, and optimal performance of end-user computing environments.

Key Responsibilities:

• Provide L3/third-level technical support for complex Windows and Mac desktop/laptop hardware, software, operating system, and peripheral issues.
• Act as a senior escalation point for issues that cannot be resolved by L1/L2 support teams.
• Perform advanced troubleshooting and root cause analysis (RCA) for recurring and critical technical issues.
• Diagnose and resolve complex Windows and macOS break/fix issues, including operating system, drivers, applications, hardware, and system configuration.
• Install, configure, upgrade, and maintain operating systems, applications, patches, drivers, and endpoint configurations.
• Troubleshoot advanced LAN/WAN, Wi-Fi, VPN, DNS, DHCP, and network connectivity issues in coordination with network teams.
• Support Active Directory, Group Policy, user accounts, permissions, and endpoint-related configuration issues.
• Provide advanced remote support for users working from home, remote locations, or field environments.
• Investigate recurring incidents and recommend permanent corrective actions to reduce incident volume.
• Participate in major incident resolution and provide technical assistance during critical outages.
• Collaborate with infrastructure, network, cybersecurity, application, and other IT teams to resolve cross-functional technical issues.
• Support IT projects, migrations, hardware refreshes, operating system upgrades, application deployments, and new technology implementations.
• Assist with endpoint security, vulnerability remediation, patch management, and compliance activities.
• Maintain accurate and detailed records of incidents, troubleshooting steps, root causes, and resolutions in the ticketing system.
• Identify opportunities for process improvement, automation, standardization, and enhancement of the end-user computing environment.
• Develop and maintain technical documentation, knowledge articles, troubleshooting guides, and standard operating procedures.
• Mentor and provide technical guidance to L1/L2 desktop support technicians.
• Ensure adherence to IT policies, security standards, change management processes, and operational best practices.
• Perform routine health checks, maintenance, and inspections of desktop/laptop environments and endpoint devices.
• Monitor recurring technical issues and provide recommendations to management for long-term resolution.
• Build strong relationships with end users and stakeholders while maintaining a high level of customer satisfaction.
• Participate in an on-call or escalation support rotation, where required.