Service Desk Engineer III

Infinity Technology Services – Kansas City, MO (Onsite)
Full-time | $60,000 – $75,000 per year

About Us

Infinity Technology Services is a fast-growing Managed Service Provider (MSP) supporting a diverse range of clients in the Kansas City metro area. Our mission is to deliver high-impact IT solutions with a focus on exceptional service, operational excellence, and continual innovation.

We are currently seeking a Service Desk Engineer III to join our team. This senior-level position is responsible for handling advanced technical escalations, mentoring junior team members, and helping drive IT strategy and service improvements. It’s a great opportunity for someone ready to lead and grow within a dynamic environment.

Responsibilities

• Serve as the escalation point for complex IT issues involving desktop, server, network, and cloud environments.
• Lead technical work for projects including system migrations, new client onboarding, and network deployments, cloud solutions, server upgrades, etc.
• Provide advanced diagnostics, root cause analysis, and long-term solutions for recurring technical problems.
• Mentor and support Service Desk Engineers I and II, encouraging skill development and team collaboration.
• Partner with internal teams and clients to implement infrastructure upgrades and process enhancements.
• Manage and document service tickets accurately within SLA guidelines.
• Analyze support trends to suggest and implement preventative measures.
• Participate in a rotating on-call schedule for after-hours/weekend support.
• After hours work as needed to reduce client impact for scheduled maintenance windows.
• Travel locally to client sites as needed (may be on short notice).

Qualifications

Required:

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

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.

Technical Skills

• Windows, macOS, and Linux (desktop and server environments)
• Server OS: Windows Server 2016–2024
• Microsoft 365, Exchange Online, Teams
• Active Directory, Group Policy
• VPN and firewall configuration (Meraki, Palo Alto, Fortinet, Check Point, etc.)
• Networking protocols: TCP/IP, DHCP, DNS, VLANs
• VOIP systems (e.g., 3CX, RingCentral)
• Backup and disaster recovery solutions
• RMM tools and endpoint management platforms
• Azure and Microsoft 365 cloud environments
• Security tools and basic cybersecurity best practices
• End-user hardware, printers, and cabling

Benefits

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

Schedule

• Monday to Friday (primary)
• After hours work as needed
• Rotating on-call (nights/weekends)

Location: Onsite – Kansas City, MO
Job Type: Full-time
Compensation: $60,000 – $75,000 per year
Benefits: 401(k), Paid Time Off, Training Reimbursement, Supplemental Insurance

Job Type: Full-time

Pay: $60,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Ability to Commute:

• Kansas City, MO 64110 (Required)

Ability to Relocate:

• Kansas City, MO 64110: Relocate before starting work (Required)

Work Location: In person