Level III Desktop Technician

The hourly range (or hiring range) for this position has been established at: $38.50- $43.00.

The above hourly range represents the company's good faith and reasonable estimate of the range of possible compensation at the time of posting. In addition, we offer a variety of benefits including company holidays, paid time off, health insurance, dental insurance, vision insurance, life and disability insurance, tuition reimbursement, as well as 401K with company match. This job will be posted until filled or withdrawn.

Cape Fox Shared Services (CFSS) is seeking a talented, customer-oriented Desktop Support Technician to join our team. The Desktop Support Technician III serves as the primary point of contact for all end-user technical support needs, providing Tier 1 through Tier 3 assistance in a fast-paced enterprise environment. In this role, you will handle everything from initial help desk inquiries to troubleshooting of hardware, software, networking, and cloud-based systems. You will work both independently and collaboratively with the Systems Analyst to resolve issues, improve user productivity, and ensure a high-quality support experience for approximately 1100 end users across onsite and remote locations. This position requires a strong technical foundation, excellent communication skills, and the ability to manage and prioritize a wide range of support tasks from simple to complex.

• Serve as the first point of contact for all help desk inquiries via phone, email, ticketing system, or walk-up support.
• Provide frontline troubleshooting for desktops, laptops, printers, peripherals, mobile devices, VPN connectivity, Microsoft 365 applications, and basic network issues.
• Create, update, and close detailed help desk tickets by gathering necessary information, performing initial diagnostics, resolving routine issues efficiently, and following up on unresolved items to ensure timely and accurate resolution.