Service Desk Technician (Level 3)
TITLE: Service Desk Technician (Level 3)
LOCATION: Atlanta, Ga.
ANTICIPATED DURATION: From 03/26/2026 to 04/16/2027
Responsibilities:
- Deliver advanced, enterprise-level IT support to ensure system reliability and operational stability.
- Resolve complex, high-impact incidents, providing senior-level technical expertise.
- Lead resolution of incidents across Tier 1–2 support boundaries and identify recurring patterns for root cause analysis.
- Create and utilize standard procedures to diagnose and resolve issues related to endpoints, applications, AV systems, and network connectivity.
- Manage incidents and service requests throughout their lifecycle, ensuring adherence to SLAs and ITSM standards.
- Maintain audit-ready documentation supporting reporting, trend analysis, and decision-making.
- Communicate proactively and professionally with stakeholders during major or high-impact incidents.
- Own and maintain a Continual Service Improvement (CSI) backlog, driving service enhancements aligned with performance goals.
- Mentor and coach team members to strengthen technical skills, ITSM adherence, and customer service standards.
- Partner with engineering and infrastructure teams to resolve recurring issues permanently.
- Drive the adoption of knowledge-centered service (KCS) practices.
Requirements:
- Minimum 4+ years of progressive IT support experience with ownership of complex incident resolution.
- Demonstrated experience using ITSM data, reporting, or dashboards to inform service improvements.
- Proven ability to work independently in high-impact support scenarios.
- Advanced troubleshooting skills across Windows, macOS, enterprise applications, printers, and network connectivity.
- Proficiency in ITSM platforms (e.g., ServiceNow, BMC Helix) and remote support tools (e.g., Dameware).
- Deep understanding of AV/conference room technologies, MS Teams Rooms, and enterprise mobility (iOS devices).
- Knowledge of diagnosing and resolving hardware and peripheral issues.
- Executable security protocols ensuring compliance with standards.
- Industry-recognized certifications such as CompTIA A+, Microsoft Windows/M365, ITIL Foundation (v3+), or HDI (or equivalent).
- Experience delivering support for executive and VIP customers with discretion and responsiveness.
- Ability to influence team behaviors, set standards, and model modern service delivery practices.
- Experience supporting in on-call rotations, emergency incident, and disaster recovery scenarios.
The hourly pay rate range for this position is $50.00 to $60.00 (dependent on factors including but not limited to client requirements, experience, statutory considerations, and location). Benefits available to full-time employees: medical, dental, vision, disability, life insurance, 401k and commuter benefits.
Synergis is proud to be an Equal Opportunity Employer. We value diversity and do not discriminate on the basis of race, color, ethnicity, national origin, religion, age, gender, gender identity, political affiliation, sexual orientation, marital status, disability, military/veteran status, or any other status protected by applicable law.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with the requirements of applicable state and local laws, including but not limited to, the San Francisco Fair Chance Ordinance, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act.
For immediate consideration, please forward your resume to rcook@Synergishr.com.
If you require assistance or an accommodation in the application or employment process, please contact us at rcook@Synergishr.com.
Synergis is a workforce solutions partner serving thousands of businesses and job seekers nationwide. Our digital world has accelerated the need for businesses to build IT ecosystems that enable growth and innovation along with enhancing the Total Experience (TX). Synergis partners with our clients at the intersection of talent and transformation to scale their balanced teams of tech, digital and creative professionals. Learn more about Synergis at www.synergishr.com.