IT Support Technician III

Overview

The IT Support Technician III is a senior, customer-facing technology professional who combines advanced support capability with accountable ownership of a designated technology or service area. Fifty percent of the role is dedicated to developing, governing, operating, and improving that assigned area; the remaining time supports advanced service delivery, escalation, and team enablement.

This position does not only resolve work assigned through the support queue but establishes direction and sustainable operating practices for the owned area, including intake, requirements, standards, administration, governance, documentation, security and support controls, adoption, lifecycle management, service health, and continuous improvement. The technician works with management and platform stakeholders to define priorities and boundaries and remains accountable for moving the area forward.

The assigned areas is Workplace Applications. This includes ownership of Power Platform, Power Apps, Power Automate, SharePoint, and approved business-created solutions, along with serving as an advanced escalation point for Microsoft 365 collaboration services. The technician partners with business owners, IT teams, security, vendors, to translate needs into supportable solutions, reduce solution sprawl, manage risk, clarify ownership, and improve how employees work.

The Technician III is a go-to technical resource for the support team, owns complex issues through resolution or coordinated handoff, and develops repeatable knowledge and support models. 

Responsibilities

Owned Technology Area: Workplace Applications

• Own and develop the assigned technology area as an operational service. For the current Workplace Applications assignment, this includes but is not limited to Power Platform, Power Apps, Power Automate, SharePoint, and approved business-created solutions.
• Establish and maintain the service model, intake and prioritization process, ownership boundaries, standards, governance controls, environment and access practices, security and compliance coordination, support tiers, documentation, backlog, roadmap, lifecycle reviews, and retirement or transition practices. Maintain an inventory of supported solutions and accountable business owners.
• Gather requirements and translate business needs into practical, secure, supportable solutions. Configure, build, test, deploy, maintain, and improve solutions within approved scope; coordinate user acceptance, release communication, training, operational readiness, recovery plans, and post-implementation support.
• Monitor service health, adoption, usage, ownership, licensing, technical debt, recurring incidents, and risk. Use findings to reduce sprawl, improve controls, increase reuse and self-service, and recommend priorities, platform changes, or investments to management and stakeholders.

Advanced IT Support and M365 Escalation

• Serve as a senior escalation point for complex incidents and requests, particularly Microsoft 365 collaboration services such as Teams, OneDrive, SharePoint, Microsoft 365 applications, Forms, Planner, shared mailboxes, distribution groups, Microsoft 365 Groups, permissions, and related integrations.
• Own advanced troubleshooting through resolution, workaround, root-cause recommendation, vendor escalation, or coordinated handoff. Evaluate business impact, scope, dependencies, security exposure, related changes, and recurrence; maintain clear stakeholder communication and validate recovery.
• Contribute to queue coverage based on business need, focusing on high-impact, aged, recurring, or technically complex work rather than functioning primarily as a general Tier I or Tier II queue resource.

Team Enablement and Service Improvement

• Act as a technical resource for IT Support technicians by providing guidance, structured knowledge transfer, troubleshooting support, and review of complex or recurring issues. Create and maintain knowledge articles, support boundaries, design and decision records, release notes, user communications, and training materials.
• Lead defined technical workstreams, facilitate cross-functional problem solving, identify opportunities for automation and standardization, and improve incident, request, problem, change, and knowledge-management practices. Help establish when work remains within IT Support, requires platform ownership, or must be escalated to engineering, security, architecture, or a vendor.

Other

• Perform other duties and responsibilities as required, assigned, or requested.

Required

• Experience with Microsoft 365 administration, Microsoft Entra ID, Active Directory, Intune, Exchange Online, Teams administration, PowerShell
• Demonstrated ability to diagnose and coordinate complex incident resolution using cross-team expertise helping identify root-cause patterns and recommend preventive action.
• Understanding of ITSM practices, including incident, request, problem, change, knowledge, service-level, and escalation management.
• Strong written, verbal, facilitation, and stakeholder-management skills, with the ability to create roadmaps, recommendations, decision records, user communications, release notes, technical procedures, and training materials for technical and nontechnical audiences.
• Ability to lead through influence, guide technicians, balance operational and ownership priorities with limited oversight, communicate risks and tradeoffs early, and escalate decisions requiring management, security, architecture, engineering, or vendor authority.
• Advanced experience creating, supporting and administering Microsoft 365 collaboration services, including SharePoint, Teams, OneDrive, Microsoft 365 applications and Groups, permissions, and integrations.
• Experience administering and supporting Power Platform, including Power Apps, Power Automate, environments, connectors, access, governance, solution lifecycle, monitoring, licensing, and escalation boundaries.
• Experience gathering requirements, evaluating alternatives, translating business processes into practical solutions, and coordinating testing, release readiness, and post-launch support.
• Experience managing solutions for intake, standards, support model, backlog, lifecycle, business owner assignments, periodic review, documentation, and improvement plan.
• Ability to establish sustainable governance and lifecycle practices that balance employee enablement, security, compliance, privacy, licensing, supportability, data stewardship, and technical debt.

Preferred

• Four or more years of relevant enterprise IT support technicians, application support, systems administration, or technology-service experience, or an equivalent combination of education, technical training, and experience.
• Associate or bachelor’s degree in information technology, information systems, business systems, or a related field, or relevant Microsoft, Power Platform, ITIL, or CompTIA certification.
• Experience training or coaching IT Support Technicians, site owners, or business users and building reusable self-service, adoption, and governance materials.
• Experience supporting a multi-site enterprise and coordinating cross-functional initiatives involving security, compliance, architecture, data, business process owners, and external vendors.

Work Schedule and Support Coverage:

• Ability to work within QBP’s hours of operation and adjust the schedule as needed for planned deployments, major incidents, maintenance, or project activities. Depending on the assignment and business need, occasional evening, weekend, or on-call support may be required.

Travel:

• Ability to travel domestically as needed, including air travel and driving a motor vehicle. When driving is required, the employee must possess a valid driver’s license and meet QBP approved-driver requirements.

Physical Requirements

• Ability to perform work on a phone and computer extensively.
• Ability to lift a minimum of 25 pounds, lift 15 pounds overhead, and participate in a team lift of up to 50 pounds.
• Ability to bend, squat, reach, and work around desks, equipment racks, printers, and employee workstations.

Model QBP Core Values

• Act with integrity
• Be a true partner
• Create something special
• Deliver greatness
• Keep the customer first

Quality Bicycle Products is proud to be a certified B-Corp and an Equal Opportunity Employer. We welcome talent from all backgrounds and encourage employees to bring their authentic selves to work. We do not discriminate based on race, religion, color, national origin, sex (including pregnancy or related conditions), sexual orientation, gender identity or expression, age, disability, veteran status, genetic information, political affiliation, or any other protected characteristic.

Quality Bicycle Products approaches pay in an ethical and transparent way.  Pay ranges are assigned to a job based on market data from 3rd party salary benchmark data as well as balancing internal equity of other roles with similar levels of responsibility.  Individual pay within the range can vary for several reasons including, but not limited to, skills, abilities, experience, tenure, performance, and available budget.