Helpdesk Technician III

About UsPotelco, Inc., a subsidiary of Quanta Services, Inc. (NYSE: PWR), was founded in 1965. We specialize in engineering, procurement, and construction (EPC) services, which include designing, estimating, material acquisition, project management, construction, emergency power restoration, system maintenance, and similar services. Our expertise is in power, transmission, distribution, and substation projects. We are a leading full-service provider of power infrastructure, construction, and support services in utility and energy contracting throughout the Pacific Northwest and neighboring states.We are proud to be working with some of the region’s largest energy companies as we continue to modernize their electric systems, move towards de-carbonization, and maintain thousands of miles of overhead and underground lines serving millions of residential and commercial customers. We uphold high safety, productivity, and reliability standards as we work with our customers to provide both current and strategic, forward-thinking energy infrastructure, delivery, and solutions.About This RoleIf you enjoy working with a great group of professionals, are accurate, thrive in a fast-paced environment, and enjoy using your organizational skills, then we have a role for you! Potelco Inc. seeks a great Help Desk Technician Tier-III to join our team at the Potelco Inc. Office located Sumner, WA.The IT Helpdesk Technician – Level III is a senior-level role focused on advanced technical ownership, systemic problem resolution, and operational leadership. This position is responsible for resolving complex and high-impact issues, developing automation to improve service delivery, and contributing to the overall stability, scalability, and maturity of IT operations.This position serves as a senior escalation point within the Helpdesk, working cross-functionally with infrastructure and systems teams while mentoring junior technicians and driving continuous improvement initiatives.The pay for this role is $30 - $40 per hour depending on experience.What You'll DoAdvanced Technical Support & TroubleshootingLead diagnosis, troubleshooting, and resolution of complex endpoint, identity, and messaging issues across enterprise environmentsPerform advanced Windows troubleshooting, including system-level and performance-related issuesFacilitate and coordinate resolution of advanced Exchange On-Prem and Exchange Online issues in partnership with Systems AdministratorsLead advanced troubleshooting and support for Intune, including policy management, compliance, and deployment collaborationProvide advanced lifecycle management and troubleshooting for Apple iOS/iPadOS devices via MDMInfrastructure & Systems SupportAnalyze and support Active Directory environments, including Group Policy structure and enforcement (with limited approved changes)Automation & Tool DevelopmentDevelop, test, and implement production-ready automation (e.g., PowerShell scripting) to improve Helpdesk efficiency and workflowsCreate and maintain advanced diagnostic, reporting, and remediation toolingIncident, Problem & Change ManagementServe as the primary escalation point for complex technical and vendor-related issuesOwn and drive problem management efforts, including identification and resolution of systemic issuesLead root cause analysis (RCA) and author post-incident reports with corrective actionsParticipate in change management processes, including documentation and reviewLead resolution of high-impact or business-critical incidentsContinuous Improvement & Operational ExcellenceIdentify trends and implement proactive solutions to reduce incident volume and improve stabilityContribute to continuous improvement initiatives, including process optimization and service maturityLeadership & MentorshipProvide mentorship, guidance, and escalation support to Level I and Level II techniciansDocumentation & CommunicationMaintain high standards for documentation, communication, and technical accuracyWhat You'll BringSkill RequirementsAdvanced troubleshooting across Windows endpoint, identity, and messaging environmentsStrong knowledge of Active Directory and Group Policy administrationExperience supporting Exchange (On-Prem and Online) environmentsAdvanced experience with Microsoft Intune and endpoint/device managementProficiency in PowerShell scripting and automation developmentExperience with MDM solutions supporting Apple iOS/iPadOS devicesAbility to develop diagnostic, reporting, and remediation toolsStrong problem management and root cause analysis capabilitiesExperience with change management processesAbility to manage vendor escalations and coordinate across technical teamsStrong analytical thinking, documentation, and communication skillsAbility to lead initiatives and mentor junior team membersMinimum Qualifications5+ years of progressive IT support experience, including advanced troubleshooting across Windows endpoints, identity/access management, and messaging environments within an enterprise setting2+ years of experience operating at an advanced support level (Tier II or equivalent), with demonstrated ownership of complex or escalated issuesDemonstrated experience with modern device management tools (e.g., Microsoft Intune), Active Directory, and Microsoft 365 (Exchange Online and/or On-Prem)Strong experience with scripting or automation (e.g., PowerShell) to support operational efficiencyDemonstrated experience supporting Windows endpoints, identity/access management, and modern device management toolsAbility to work independently while collaborating effectively with IT peers and cross-functional teamsAbility to manage competing priorities in a fast-paced, service-driven environmentMust pass mandatory drug and alcohol screening(s)Valid driver’s licenseBenefits What You'll Get 401(k)401(k) matchingDental InsuranceFlexible spending accountHealth insuranceLife insurancePaid time offVision insuranceCompensation RangeThe anticipated compensation for this position is USD $35.00/Hr. - USD $40.00/Hr. depending on experience and qualifications. Equal Opportunity Employer All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, national origin or ancestry, sex (including gender, pregnancy, sexual orientation, and/or gender identity), age, disability, genetic information, veteran status, and/or any other basis protected by applicable federal, state or local law.We are an Equal Opportunity Employer, including disability and protected veteran status.We prohibit all types of discrimination and are committed to providing access and equal opportunity for individuals with disabilities. For additional information or if reasonable accommodation is needed to participate in the job application, interview, or hiring processes or to perform the essential functions of a position, please contact us the Company’s Human Resources department.