Boyett Petroleum is seeking a highly skilled Service Desk Engineer III to join our IT team as the senior technical escalation point. If you thrive on solving complex problems, supporting executive‑level users, and elevating IT operations through process improvement and mentorship, this role offers the impact and autonomy you're looking for. As our Tier III Service Desk Engineer, you'll serve as the highest‑level support resource within the IT Support Desk. You'll take ownership of advanced troubleshooting, root cause analysis, and systemic improvements across our endpoint and SaaS environments. This role is capability‑based, emphasizing hands‑on expertise, documentation quality, and leadership. You'll work closely with infrastructure, cloud, and cybersecurity teams, support C‑suite and high‑priority users, and help shape the future of our IT support operations.Duties and Responsibilities Advanced Troubleshooting & Resolution Act as the final escalation point for complex or persistent technical issuesPerform deep diagnostics across Windows OS, Microsoft 365, VPN, endpoint protection, and remote access systemsUse tools such as Event Viewer, Sysinternals, Intune logs, and PowerShell to identify root causesValidate hardware issues and coordinate repairs or RMAs with vendorsVIP / Executive Support Deliver high‑touch support to C‑suite executives and board membersEnsure professionalism, privacy, and continuity of communicationSupport AV setups, mobile connectivity, and hybrid/offsite leadership needsRoot Cause Analysis & Process Ownership Conduct post‑mortems on recurring or critical incidentsRecommend process improvements, automation, or documentation updatesIdentify gaps in ticket resolution or SLA performancePartner with infrastructure, cloud, and cybersecurity teamsLead or participate in endpoint upgrades, tool rollouts, AV refreshes, and compliance initiativesServe as SME during audits requiring endpoint or access control expertiseDocumentation, Knowledge Sharing & Training Own internal support documentation and enforce SOP/KB qualityMentor Tier I and II staff and lead training sessionsSupport onboarding of new IT team membersMINIMUM QUALIFICATIONS/EDUCATION 5+ years of hands‑on IT support, help desk, or endpoint engineering experienceAdvanced troubleshooting across desktops, SaaS, network‑dependent apps, and identity servicesStrong knowledge of:Microsoft 365 (Exchange Online, Teams, OneDrive, SharePoint)Endpoint management tools (Intune, SCCM, JAMF, etc.)Identity & access management (AD, Entra ID, MFA, SSO)Experience supporting senior leaders or high‑profile usersFamiliarity with remote support, scripting (PowerShell), and ITIL workflowsBachelor's degree not required - based on proven ability and leadership 5+ years of hands‑on IT support… Strong working knowledge of Microsoft 365 suite.PREFERRED QUALIFICATIONS ITIL Foundation, HDI Team Lead, or MD‑102 certificationExposure to compliance frameworks (HIPAA, PCI, SOX, NIST)Demonstrated leadership in cross‑functional projectsStrong technical and user‑facing documentation skillsTESTING REQUIREMENTS Candidate will be required to participate in the following as a condition to hire:#J-18808-Ljbffr