Desktop Technician III

The Desktop Technician III provides advanced technical support for desktop, laptop, mobile, and peripheral hardware and software systems across the transit agency. This role serves as the primary escalation point for complex issues, leads specialized IT projects, and ensures high availability of computing resources supporting mission-critical operations such as dispatch, vehicle tracking, and communications. The position participates in a rotating on-call schedule to provide after-hours support for urgent IT incidents.

Job Responsibilities

• Serves as tier III support for complex hardware and software issues escalated from level I and level II technicians.
• Configures, installs, maintains, and troubleshoots desktops, laptops, tablets, smartphones, printers, and peripheral devices.
• Supports and maintains Microsoft Windows operating systems, Microsoft 365, agency-specific applications, and enterprise tools such as SCCM, Active Directory, and ServiceNow.
• Provides advanced support for remote access technologies, including VPN, mobile device management (MDM), and endpoint security software.
• Leads and coordinates IT deployment initiatives, including large-scale hardware refreshes, software upgrades, and office or facility relocations.
• Coordinates with vendors and third-party service providers for hardware repairs, warranty service, and escalated technical support.
• Documents incidents, procedures, and resolutions within the IT service management (ITSM) system and maintains accurate asset and inventory records.
• Collaborates with network and systems teams to diagnose and resolve issues involving servers, networks, and other infrastructure dependencies.
• Ensures compliance with agency security standards, data protection policies, and IT governance requirements.
• Provides on-site and remote technical support across multiple transit facilities, including depots, administrative offices, and control or operations centers.