About this role
Provide Level 3 helpdesk support as the highest escalation tier for complex end-user issues. Troubleshoot across devices, SaaS, identity platforms, and networks while administering core IT platforms and maintaining ticket lifecycle documentation.
Key Responsibilities
- Own resolution of complex end-user issues and escalations
- Troubleshoot across end-user devices, SaaS applications, identity platforms, and networks
- Administer and support identity and productivity platforms (Okta, Entra ID/Azure AD, Microsoft 365, Google Workspace)
- Maintain service ticket lifecycle in ConnectWise or similar ticketing system
- Provide white-glove support to executives and high-impact users
Technical Overview
Own complex escalations in a remote service desk environment, leveraging identity and productivity stacks (Okta, Entra ID/Azure AD, Microsoft 365, Google Workspace) and endpoint/security management (Intune, Jamf Pro, Microsoft Defender). Support directory services including Active Directory Domain Services and assist with basic AWS/Azure IAM, while using ConnectWise for ticketing and knowledgebase updates.
Ideal Candidate
The ideal candidate is a senior helpdesk professional with 3–5 years of Tier 2/Tier 3 IT support experience who can own complex end-user issues and drive resolution. They are strong with Microsoft 365, modern SaaS troubleshooting, and identity platforms like Okta and Entra ID/Azure AD, and they have experience using ticketing systems such as ConnectWise.
Must-Have Skills
3–5 years of IT support/helpdesk experience (including Tier 2/3)Understanding of Microsoft 365 and modern SaaS ecosyste
Tools & Platforms
OktaEntra IDAzure ADAmazon Web ServicesMicrosoft 365ExchangeSharePointTeamsGoogle WorkspaceSlack EnterpriseZoomIntuneJamf ProMicrosoft DefenderActive Directory Domain Services (ADDS)ConnectWiseknowledgebaseOSI model
Required Skills
advanced technical supporttroubleshootingescalationsservice deskOktaEntra ID / Azure ADAmazon Web ServicesMicrosoft 365ExchangeSharePointTeamsGoogle WorkspaceSlack EnterpriseZoomIntuneJamf ProMicrosoft DefenderActive Directory Domain Services (ADDS)AWS/Azure IAM supportuser/role creationpermissions troubleshootingConnectWiseknowledgebase documentationonboarding/offboarding workflowsOSI model
Hard Skills
advanced technical supporttroubleshootingescalating appropriatelyservice deskend-user devices troubleshootingSaaS applications troubleshootingidentity platforms troubleshootingnetwork troubleshootingIdentity & Access ManagementOkta (SSOgroup managementlifecycle tasks)Entra ID / Azure ADAmazon Web ServicesMicrosoft 365 (ExchangeSharePointTeams)Google WorkspaceSlack EnterpriseZoomIntuneJamf Prodevice managementcompliance policiesMicrosoft DefenderActive Directory Domain Services (ADDS)Basic AWS/Azure IAM supportuser/role creationpermissions & troubleshootingConnectWiseknowledgebase documentationticketing systemsonboarding/offboarding workflowsaccount provisioningdevice configurationOSIs modelOSI model conceptsremote support (implied by service desk)
Soft Skills
communicationdrive to keep learningenthusiasm for Information Technology fieldproblem solvingadaptabilityability to work in a fast-paced settingcollaborative mindsetwhite-glove supportexecutive supportdocumentationteam collaborationtraining and best practices contribution
Keywords for Your Resume
Helpdesk Technician - Level 3Helpdesk TechnicianTier 2Tier 3Level 3service deskadvanced technical supporttroubleshootend-user issuesescalationsOkta (SSOgroup managementlifecycle tasks)Entra ID / Azure ADAmazon Web ServicesMicrosoft 365 (ExchangeSharePointTeams)Google WorkspaceSlack EnterpriseZoomIntuneJamf Prodevice managementcompliance policiesMicrosoft DefenderActive Directory Domain Services (ADDS)ConnectWisewhite-glove supportOSI modelOktaMicrosoft 365network troubleshooting
Deal Breakers
3–5 years of IT support/helpdesk experience (including Tier 2/3), Must be able to work remote (remote-first role)
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