Service Desk Technician III

Are you passionate about making a difference in people's lives? Do you enjoy working in a service-oriented industry? If so, this opportunity may be the right fit for you!

Modivcare is looking for an experienced Service Desk Technician III to join our team. As a key member of the IT support structure, you will serve as a tier III technical resource, responding to escalated service requests and ensuring high-quality, proactive customer service and technical resolution.

This role…

• Demonstrates sound customer service and telephone etiquette when responding to customer support inquiries.

• Resolves complex service requests and incidents escalated by junior team members.

• Provides advanced troubleshooting and technical support, including setting up shared drives, network mapping, software installations, and resolving connectivity issues.

• Supports mobile operating systems related to business applications and handles technical issues with hardware, software, printers, messaging systems, and phone systems.

• Manages user accounts and access permissions.

• Provides mentorship and technical support for Service Desk Technicians I and II, including assistance with onboarding, training, and work guidance.

• Leads by example in fostering productive internal and external relationships based on trust, patience, and results.

• Proactively gathers customer feedback and offers recommendations to improve services and systems.

• Utilizes ServiceNow and operates within the ITIL framework to manage incidents, problems, changes, and service requests.

• Develops upgrade and migration strategies in alignment with Microsoft Product Roadmaps.

• Assists with special projects and implements best practices in IT support.

• Manages service desk priorities, escalations, and service level agreements.

• Handles diagnostics and resolution across hardware, software, networking, VoIP, remote desktop, encryption technologies, and operating systems including Linux, macOS, and Windows.

• Works with limited supervision, leads or assists in complex projects, and contributes to team and organizational success.

We are interested in speaking with individuals with the following…

• High School Diploma required.

• Two (2) plus years of technical support experience.

• Experience with ServiceNow in an ITIL environment.

• ITIL v3 Foundation Certification preferred.

• Additional certifications such as A+, Net+, Microsoft MTA/MCSA, or HDI Problem Management are a plus.

• Strong understanding of IT best practices, desktop applications, networking, and printing environments.

• Experience with Microsoft Office Suite (Excel, Word, etc.).

• Excellent customer service and communication skills.

• Demonstrated ability to work in a fast-paced environment with strong organizational, coordination, and analytical skills.

• Proven experience in a metrics-driven, continuously improving support environment.

• Ability to manage multiple tasks with minimal supervision while providing guidance to others.

Salary: $20.43-28.08

Modivcare’s positions are posted and open for applications for a minimum of 5 days. Positions may be posted for a maximum of 45 days dependent on the type of role, the number of roles, and the number of applications received.  We encourage our prospective candidates to submit their application(s) expediently so as not to miss out on our opportunities. We frequently post new opportunities and encourage prospective candidates to check back often for new postings. 

We value our team members and realize the importance of benefits for you and your family.

Modivcare offers a comprehensive benefits package to include the following:

• Medical, Dental, and Vision insurance
• Employer Paid Basic Life Insurance and AD&D
• Voluntary Life Insurance (Employee/Spouse/Child)
• Health Care and Dependent Care Flexible Spending Accounts
• Pre-Tax and Post --Tax Commuter and Parking Benefits
• 401(k) Retirement Savings Plan with Company Match
• Paid Time Off
• Paid Parental Leave
• Short-Term and Long-Term Disability
• Tuition Reimbursement
• Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)

Modivcare is an Equal Opportunity Employer.

• EEO is The Law - click here for more information

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