Service Desk Technician III

Worker Type

Job Description

 

Summary

The Service Desk Technician III is a member of the IT Service Desk team and serves as the highest technical escalation point for end-user support. This role is responsible for resolving highly complex issues across multiple systems, mentoring junior staff, leading process improvement initiatives, and ensuring the overall stability and efficiency of end-user computing environments. The Service Desk Technician III collaborates closely with engineering teams, enterprise architects, and IT leadership to enhance system reliability, user experience, and support effectiveness.

Position Responsibilities

1. Critical Incident Resolution

• Act as the final point of escalation for complex incidents escalated from Level 1 and Level 2 support.
• Perform in-depth technical troubleshooting and root cause analysis on multifaceted issues affecting enterprise systems, applications, and endpoints.
• Coordinate with network, systems, and security teams to resolve enterprise-impacting issues and restore services quickly.
• Participate in major incident response bridges, providing subject matter expertise to minimize downtime.

2. Proactive Issue Management and Process Improvement

• Conduct trend and root cause analyses to identify recurring incidents and recommend long-term preventive measures.
• Lead continuous improvement efforts in ITSM processes (Incident, Problem, Change, and Knowledge Management).
• Develop and maintain technical documentation, knowledge base articles, and standard operating procedures (SOPs).
• Drive automation and scripting initiatives to reduce repetitive work and improve resolution times.

3. Collaboration and Cross-Functional Leadership

• Serve as the primary liaison between the Service Desk and engineering, infrastructure, and application teams.
• Partner with vendors to resolve escalated hardware and software issues and ensure adherence to service-level expectations.
• Represent the IT Service Desk during Change Advisory Board (CAB) meetings, advocating for user experience and operational readiness.
• Provide project support for new technology rollouts, enterprise migrations, and major software deployments (as required).

4. Mentorship and Knowledge Sharing

• Coach and mentor Level 1 and Level 2 technicians, sharing technical expertise and troubleshooting best practices.
• Support training initiatives, ensuring that junior staff develop skills necessary for future advancement.
• Assist in onboarding new Service Desk personnel, including process familiarization and knowledge transfer.

5. Audit, Reporting, and Compliance

• Lead the gathering of records and supporting materials for internal and external IT audits.
• Ensure compliance with corporate IT and security policies, maintaining documentation accuracy and process adherence.
• Produce detailed post-incident reports and metrics dashboards to inform leadership decision-making.

Basic Qualifications (Required Skills & Experience)

• Bachelor’s degree in Information Technology, Computer Science, or equivalent experience.
• Minimum 5–7 years of experience in IT support, with at least 2 years in a senior technician, engineer, or escalation role.
• ITIL Foundation Certification (minimum).
• CompTIA A+ Certification - Core 1 and Core 2
• Advanced Technical Expertise.
• Deep understanding of Windows, macOS, mobile device operating systems, and working knowledge of Ubuntu/Linux workstations.
• Strong knowledge of Active Directory, Azure AD, Exchange Online, O365 administration, Intune, device management platforms (Workspace ONE JAMF), Apple Business Manager, Winmagic/BitLocker, DUO and Okta MFA.
• Proficiency in network diagnostics (DNS, DHCP, VPN, TCP/IP), virtualization technologies, and remote management tools.
• Experience with enterprise ITSM tools (e.g., ServiceNow, Ivanti, Remedy).
• Familiarity with scripting languages such as PowerShell, Python, or Bash for automation.
• Analytical and Problem-Solving Skills:
• Strong ability to perform complex root cause analysis and develop sustainable solutions under pressure.
• Success in reducing incident recurrence through data-driven process improvements.
• Excellent verbal and written communication skills to convey technical information clearly to both technical and non-technical audiences.
• Skilled in drafting technical documentation, knowledge base content, and incident reports.
• Proven ability to lead by example and guide junior technicians through complex troubleshooting processes.
• Experience in fostering collaboration across geographically distributed teams.
• Demonstrated commitment to providing an exceptional user experience through active listening, empathy, and clear communication.
• Capable of handling difficult interactions professionally and constructively.
• Strong organizational skills with the ability to manage multiple high-priority projects simultaneously.
• Experience participating in CAB meetings and understanding of ITIL-aligned change management practices.
• Active Listening & Empathy: Ensuring users feel heard and understood throughout the support process.
• Clear Communication: Translating technical concepts into user-friendly language.
• Time Management: Prioritizing incidents and requests efficiently while meeting SLAs.
• Adaptability: Remaining flexible amid changing priorities, systems, and environments.
• Positive Attitude: Promoting a culture of collaboration, respect, and accountability within the team.

Other Qualifications & Desired Competencies

• ITIL Intermediate or Managing Professional certification.
• Microsoft Certified: Modern Desktop Administrator Associate or equivalent.
• CompTIA Network+, Security+, or equivalent advanced certifications.
• Experience with ISO 27001 or SOC 2 environments
• Demonstrated experience resolving complex enterprise-level incidents and contributing to IT process improvement initiatives.
• Consistency, Responsiveness, Accountability, Urgency
• Integrity, accountability, and a continuous improvement mindset.
• Ability to perform under pressure while maintaining professionalism.
• Commitment to teamwork, inclusion, and user satisfaction.

Physical Demands

• Ability to work in an office environment (Constant)
• Ability to safely lift up to 50 lbs. and carry/move objects of varying shapes and sizes (Occasional)
• Required to stand and sit for long periods (Frequent)
• Required to talk, hear, and use hands and fingers to operate a computer and telephone keyboard (Frequent)

Clearance Level

 

The salary range for this role is:

AeroVironment considers several factors when extending an offer, including but not limited to, the location, the role and associated responsibilities, a candidate’s work experience, education/training, and key skills.

ITAR Requirement:

This position requires access to information that is subject to compliance with the International Traffic Arms Regulations (“ITAR”) and/or the Export Administration Regulations (“EAR”). In order to comply with the requirements of the ITAR and/or the EAR, applicants must qualify as a U.S. person under the ITAR and the EAR, or a person to be approved for an export license by the governing agency whose technology comes under its jurisdiction. Please understand that any job offer that requires approval of an export license will be conditional on AeroVironment’s determination that it will be able to obtain an export license in a time frame consistent with AeroVironment’s business requirements. A “U.S. person” according to the ITAR definition is a U.S. citizen, U.S. lawful permanent resident (green card holder), or protected individual such as a refugee or asylee. See 22 CFR § 120.15. Some positions will require current U.S. Citizenship due to contract requirements.

Benefits:  AV offers an excellent benefits package including medical, dental vision, 401K with company matching, a 9/80 work schedule and a paid holiday shutdown.  For more information about our company benefit offerings please visit:  http://www.avinc.com/myavbenefits.

We also encourage you to review our company website at http://www.avinc.com to learn more about us.

Principals only need apply.  NO agencies please.

Who We Are

Based in California, AeroVironment (AVAV) is a global leader in unmanned aircraft systems (UAS) and tactical missile systems. Founded in 1971 by celebrated physicist and engineer, Dr. Paul MacCready, we’ve been at the leading edge of technical innovation for more than 45 years. Be a part of the team that developed the world’s most widely used military drones and created the first submarine-launched reconnaissance drone, and has seven innovative vehicles that are part of the Smithsonian Institution’s permanent collection in Washington, DC.

Join us today in developing the next generation of small UAS and tactical missile systems that will deliver more actionable intelligence to our customers so they can proceed with certainty – and succeed.

What We Do

Building on a history of technological innovation, AeroVironment designs, develops, produces, and supports an advanced portfolio of unmanned aircraft systems (UAS) and tactical missile systems.  Agencies of the U.S. Department of Defense and allied military services use the company’s hand-launched UAS to provide situational awareness to tactical operating units through real-time, airborne reconnaissance, surveillance, and target acquisition.

We are proud to be an EEO/AA Equal Opportunity Employer, including disability/veterans. AeroVironment, Inc. is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Qualified applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, protected veteran status, genetic data, sexual orientation, gender identity or other legally protected status.

ITAR