Service Desk Technician III - Dallas Regional Office
Dallas, Texas, United States · On-site
Senior
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Full-time
associate degree, professional certificate
Incentive Bonus Program, Training And Development Programs, Career Growth, Community Volunteer And Outreach Programs, Basic Life And AD&D Insurance, Employee, Spouse And Child Supplemental Life And AD&D
Posted 23d ago
~40 hrs/week
Responsibilities
Acts as a senior escalation point for complex technical issues across on-premises, cloud, and hybrid environments. Responsible for mentoring junior technicians and contributing to process improvement and service automation initiatives.
Requirements
Requires at least five years of progressive IT support experience and an associate degree or equivalent. Must possess certifications such as CompTIA A+, Network+, or Security+ and have deep expertise in Microsoft-centric enterprise environments.
Full job description
Description
Dominium is helping tackle the affordable housing crisis – and we’re looking for motivated candidates to join our team and help further our mission. With offices in Minneapolis, Atlanta, Dallas and Phoenix, 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 daily to create a strong sense of community and connectivity.
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:
Delivers a high-quality customer experience through professional, timely, and effective
Tracks incidents and requests from initial intake through resolution IT within the IT service management platform.
Provides proactive communication to users regarding issue status, outages, and resolutions.
Provides advanced support for hardware, software, operating systems, mobile devices, printers, and enterprise applications.
Serves as an escalation resource for complex incidents and service requests.
Diagnoses, troubleshoot, and resolve technical issues across on-premises, cloud, and hybrid environments.
Coordinates with infrastructure, security, and application teams to resolve cross-functional issues.
Supports Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, and related collaboration tools.
Creates and maintain support documentation, knowledge articles, and standard operating procedures.
Identifies recurring issues and recommend long-term corrective actions.
Participates in Problem Management efforts to reduce incident volume and improve service stability.
Contributes to process improvement and service automation initiatives.
Assists with endpoint security, vulnerability remediation, MFA support, device compliance, and access management.
Supports audits, compliance requirements, and asset management processes as required.
Mentors and provide technical guidance to Service Desk Technicians I and II.
Assists with onboarding and training of new team members.
Shares technical expertise and best practices across the IT organization.
Assists with hardware deployment, imaging, refreshes, and lifecycle management activities.
Supports office moves, technology rollouts, and enterprise technology projects.
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
Experience supporting mobile device management (MDM) solutions
Hardware lifecycle management and asset tracking
Experience with remote support for internet and telephony services as well as access control systems
About Us:Dominium is a purpose-driven leader in affordable housing. We operate in approximately 20 states, supported by a team of over 1,300 dedicated employees. For more than 50 years, we have delivered excellence in the development and management of affordable housing communities across the United States. Dominium’s values – EDGE: Entrepreneurial Innovation, Developing People, Growth Mindset and Execution – guide us in fulfilling our Purpose: to provide quality, affordable housing that builds Enduring Value for our residents, employees, communities and financial partners. We believe housing provides dignity, and our work has a positive, lasting impact on the lives of individuals and families – often for generations. Our properties last for decades, leaving a lasting impact in the communities where they are located.
We offer a competitive salary, an incentive bonus program, training and development programs, career growth and community volunteer and outreach programs. We also provide a comprehensive benefits package for eligible employees, including Basic Life and AD&D; Employee, Spouse and Child Supplemental Life and AD&D; and Short and Long-Term Disability insurance. We also offer Medical, Dental and Vision coverage, with optional Health Savings Accounts, as well as Medical and Dependent Care Flexible Spending Accounts. We offer Voluntary Benefits (Accident, Critical Illness, Whole Life) and an Employee Assistance Program. Additionally, you have access to a 401(K) plan, Health and Financial Wellness Programs, Paid Time Off including Paid Holidays and Floating Holidays, Paid Parental Leave, Education Reimbursement, Employee Recognition and the Dominium Employee Emergency Fund.
Dominium is committed to providing equal employment opportunities to qualified applicants and employees. Dominium prohibits employment discrimination on race, color, creed, religion, national origin, citizenship, sex (including sexual orientation and gender identity), pregnancy, marital status, familial status, status with regard to public assistance, disability, membership or activity in local commission, veteran status, military status, age, genetic information, union membership, use of lawful consumable products, or any other category protected by applicable state or federal law.
Related keywords
Service DeskITSMServiceNowIvantiFreshserviceWindows 11Microsoft 365Azure ADMicrosoft IntuneSharePointOneDriveExchange OnlineCompTIA A+Network+Security+MFA
Founded in 1972, Dominium is a purpose-driven leader in affordable housing, dedicated to addressing the nation’s housing crisis through lasting and impactful solutions. With offices in Atlanta, Dallas, Phoenix, and Minneapolis, Dominium owns, develops, and manages more than 40,000 apartment homes in more than 220 communities nationwide. The company is committed to building enduring value through high-quality, affordable housing that strengthens communities, supports residents and serves the needs of financial partners. Beyond housing, Dominium extends its impact through pro bono development services, charitable contributions, post-secondary scholarships, internships, and volunteer efforts in the communities where its employees live and work.
Join our team and learn how What We Do Hits HOME. Search current job openings & apply today! www.DominiumApartments.com/Careers
Offices: 2905 Northwest Blvd., Suite 150, Plymouth, Minnesota 55447, US