Service Desk Engineer III

Infinity Technology Services is hiring a Service Desk Engineer III for an onsite role based in Kansas City, MO. In this position, you will own advanced escalations across desktop, server, network, and cloud systems, while also leading technical efforts, performing root cause analysis, and supporting service delivery within SLA.

You will serve as a technical escalation point for complex issues, contribute to infrastructure and onboarding projects, and help improve long-term reliability through preventative recommendations. The role also includes mentoring junior engineers, accurate ticket documentation, and participation in a rotating on-call schedule to support after-hours and weekend coverage.

Responsibilities

• Act as the escalation point for complex IT incidents across desktop, server, network, and cloud environments.
• Lead technical work for projects such as system migrations, new client onboarding, network deployments, cloud solutions, and server upgrades.
• Perform advanced diagnostics, root cause analysis, and develop long-term solutions for recurring technical problems.
• Mentor and support Service Desk Engineers I and II, focusing on knowledge sharing and collaboration.
• Partner with internal teams and clients to implement infrastructure upgrades and process enhancements.
• Manage and document service tickets accurately while adhering to SLA guidelines.
• Analyze support trends and implement preventative measures.
• Participate in a rotating on-call schedule for after-hours and weekend support.
• Perform after-hours work as needed to reduce client impact for scheduled maintenance windows.
• Travel locally to client sites as needed, potentially on short notice.

Requirements

• 5+ years of IT support experience, including 1+ year in a senior or escalation-level role.
• Strong troubleshooting across Windows, networking, and cloud systems.
• Excellent communication and customer service skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Capability to work independently and manage complex issues with minimal supervision.
• Demonstrated ability to lead knowledge-sharing and process improvements.

Technologies

• Operating Systems: Windows, macOS, Linux
• Servers and Productivity: Windows Server 2016–2024, Microsoft 365, Exchange Online, Teams
• Directory and Security: Active Directory, Group Policy
• Networking: VPN, firewall configuration, Meraki, Palo Alto, Fortinet, Check Point, TCP/IP, DHCP, DNS, VLANs
• Telephony: VOIP systems, 3CX, RingCentral
• Data Protection and Management: Backup and disaster recovery solutions, RMM tools, endpoint management platforms
• Cloud and End-User Tools: Azure, end-user hardware, printers, cabling

Benefits

• 401(k) retirement plan
• Paid Time Off (PTO)
• Supplemental insurance options
• Training and certification reimbursement
• Opportunities for career growth and leadership
• Health, Dental and Vision Insurance
• Dental insurance
• Health insurance
• Vision insurance

Preferred

• Experience in a Managed Service Provider (MSP) environment.
• Certifications such as CompTIA (A+, Network+), Microsoft (MCP/MCSA), or Cisco (CCNA).
• Familiarity with ticketing systems and documentation platforms.

Schedule, Location, and Job Details

• Job type: Full-time
• Schedule: Monday to Friday (primary), after-hours work as needed, rotating on-call (nights/weekends)
• Work location: In person, onsite in Kansas City, MO
• Compensation: $60,000 – $75,000 per year
• Ability to commute: Kansas City, MO 64110 (Required)
• Ability to relocate: Kansas City, MO 64110 (Required)