Moore is a data-driven constituent experience management (CXM) company achieving accelerated growth for clients through integrated supporter experiences across all platforms, channels, and devices. We are an innovation-led company of 5,000 people, the largest marketing, data, and fundraising company in North America, serving the nonprofit industry with clients across the education, association, political, and commercial sectors.
Production Solutions, part of the Moore family of companies, is a leader in direct mail production management. We deliver breakthrough results through inspired people, bold thinking, and exceptional service. From strategy to execution, we partner with our clients to drive successful fundraising campaigns. We’re problem-solvers by nature, fueled by collaboration and hustle. In return, we offer a challenging, rewarding career with a company that truly cares, and a leadership team focused on an exciting future.
Reporting to the Vice President of Information Technology, the Tier III Helpdesk Technician serves as the highest escalation point for advanced technical support across a remote, multi-state workforce. This role resolves complex issues, drives root cause analysis, and partners with infrastructure, security, and application teams to ensure system stability and security. You’ll also contribute to process improvement, documentation, and mentoring Tier I and II technicians.
Essential Responsibilities
- Serve as an escalation point for complex incidents and service requests, providing advanced end-user support via phone and email.
- Troubleshoot and resolve issues across Windows, macOS, mobile devices, networking, authentication, enterprise applications, and cloud services.
- Perform advanced diagnostics, root cause analysis, and implement long-term corrective actions.
- Support and maintain infrastructure, including Active Directory/Azure AD, Group Policy, DNS/DHCP, VPN, endpoint management, servers, and collaboration platforms.
- Investigate and remediate security alerts, endpoint threats, and access issues; enforce MFA, conditional access, compliance standards, vulnerability remediation, and endpoint hardening.
- Install, upgrade, support, and troubleshoot hardware, peripherals, operating systems (Windows 10/11, macOS), Microsoft 365, and authorized applications; perform repairs and manage asset inventory.
- Administer user and email accounts, including account creation, password resets, and distribution lists.
- Document, prioritize, track, and escalate tickets using the internal ticketing system; coordinate with vendors and internal teams to ensure timely resolution.
- Create and maintain technical documentation, knowledge base articles, and standard operating procedures; recommend process improvements.
- Mentor Tier I and Tier II technicians and provide escalation support.
- Communicate effectively with users, management, and colleagues; educate end users on basic technology usage.
- Participate in on-call rotations, after-hours maintenance, standard business hours (Mon–Fri, 8:30 a.m.–5:30 p.m. ET), and on-site support for company events as required.
Required Qualifications & Extensive Experience with:
- 5+ years of progressive IT support experience, including at least 2 years in a Tier III or senior technical support role.
- Expert-level troubleshooting experience across Windows 10/11, macOS, Active Directory, Azure AD, Group Policy, and endpoint management tools (Intune, N able, or similar).
- Strong networking fundamentals and troubleshooting skills, including TCP/IP, DNS, DHCP, and VPN.
- Hands-on experience with cloud platforms and services such as Microsoft 365, Azure, and cloud-based Unified Communications systems.
- Experience with scripting or automation; PowerShell preferred.
- Proven ability to manage complex incidents, perform root cause analysis, and resolve both basic and advanced technical issues.
- Strong understanding of computer systems, mobile devices, peripheral equipment, office automation tools, cloud-based services, databases, and remote support technologies.
- Demonstrated customer service skills with the ability to communicate technical concepts clearly to non-technical audiences.
- Experience working in a help desk, technical support, or customer support environment.
- Strong documentation skills with attention to detail when maintaining ticket notes and technical records.
- Excellent organizational, time management, multitasking, analytical, and problem resolution skills. resolution skills.
- Strong written and verbal communication skills.
- Demonstrated professionalism with a high standard of moral and ethical conduct.
Preferred Qualifications
- Industry certifications such as Microsoft (AZ 104, MS 102, SC 300), CompTIA (Security+, Network+, CySA+), ITIL Foundation, and/or Cisco CCNA.
- Experience supporting hybrid or cloud-first environments.
- Familiarity with security operations tools and workflows, including SIEM and EDR platforms.
- Hands-on experience with virtualization technologies such as VMware and Hyper-V.
- Background in process improvement, automation, and/or knowledge management initiatives.
- Five or more years of experience supporting Windows Server environments, including Active Directory, DNS, wireless networking, security, and Azure.
- Experience with VoIP technologies (e.g., 8×8 or similar platforms) and desktop imaging software.
Why You’ll Thrive Here
- We invest time and effort in our staff; we have an excellent onboarding program that sets you up for success, ensuring you feel connected from day one.
- We pride ourselves on being an equal opportunity employer where diversity, equity, and inclusion are at the forefront of who we are.
- Production Solutions is a part of the Moore family of companies. We are financially stable and continue to grow.
Employee Benefits
We offer a competitive benefits package: comprehensive major medical/dental/vision plans (coverage starts on the 1st day of the month following your start date) and employer-paid life insurance, AD&D, and short-term disability. We also offer additional voluntary life insurance and voluntary long-term disability. A Flexible Time Off (FTO) policy, five sick days allowance, and 12 paid holidays. Optional benefit flex-spending account (medical and dependent care), a 401(k) plan, and $200 monthly tax-free reimbursement for cell phone, internet, or health club membership or equipment.
Production Solutions is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Productions Solutions is a Moore company