Service Desk Technician III - Dallas Regional Office

Dominium is helping tackle the affordable housing crisis – and we’re looking for motivated candidates to join our team and advance our mission. With offices in Atlanta, Dallas, Phoenix and Minneapolis, Dominium is one of the nation’s most respected and innovative affordable housing development and management companies. We create quality, affordable homes and engage with our residents to foster a strong sense of community and connection. Join us in making a difference in people’s lives every day at a company where you can challenge yourself to develop both personally and professionally. **POSITION SUMMARY:** 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 - Experi…