IT Service Desk L3 Engineer

Overview of Halcyon Labs Halcyon Labs is an end-to-end AI transformation partner that guides enterprises from complex business challenges to clear, quantifiable outcomes. Our company is the culmination of several successful firms, each a leader in its own right in cloud, artificial intelligence, and data. This convergence of talent and expertise is how we help businesses reach their own "inflection point," where chaotic data becomes a strategic asset, complexity becomes clarity, and AI becomes an engine for growth. Our ultimate vision is to be the catalyst for a future where every business operates as an intelligent enterprise, with autonomous systems unlocking human potential. At Halcyon Labs, we believe in thriving through challenges and winning together. These values not only guide us in achieving our goals as a company but also for our people. We are dedicated to creating a significant impact for our employees by fostering a culture that sparks innovation and supports professional and personal growth along the way. Overview of Role The IT Service Desk L3 Engineer is a senior-level technical role responsible for providing the highest level of internal support and acting as the final escalation point for the IT Service Desk. This individual will lead complex project implementations, architect secure identity solutions, and ensure the stability of core infrastructure services. The L3 Engineer works closely with IT leadership to define technical standards, automate workflows, and maintain a high-security posture across all platforms. Responsibilities Serve as the primary escalation point for complex technical issues from L1 and L2 engineers, ensuring timely resolution and adherence to SLAs. Architect, implement, and manage enterprise-grade SSO and Identity Provider (IDP) solutions. Manage and optimize Google Workspace and Administration at an expert level, including advanced security configurations and audit logging. Serve as the Subject Matter Expert (SME) for the Atlassian suite, specifically Jira Service Management, to streamline IT and business workflows. Enforce email security standards by configuring and monitoring SPF, DKIM, and DMARC protocols. Automate user lifecycle management through SCIM, JIT, and other advanced provisioning protocols. Oversee global Mac OS device management using advanced MDM tools and hardware asset management protocols. Manage complex storage infrastructure including iSCSI, NFS, and SFTP environments. Conduct Problem Management to identify root causes of recurring incidents and implement long-term preventative measures. Lead technical documentation efforts, creating architectural diagrams and high-level knowledge base articles. Key Skillsets Identity & Access: Deep expertise in Single Sign-On (SSO) integration and Identity Provider (IDP) solutions (e.g., Okta, Azure AD). Mastery of identity protocols including OAuth 2.0, SAML 2.0, and OpenID Connect. Hands-on experience with automated user provisioning via SCIM and Just-in-Time (JIT) provisioning for user lifecycle management. Messaging Security: Expert-level knowledge in configuring, deploying, and troubleshooting email authentication protocols (SPF, DKIM, DMARC) to prevent spoofing and enforce email security policies. Infrastructure & Storage: Strong understanding of storage protocols (iSCSI, NFS) for enterprise environments. Experience managing secure file transfer protocols (SFTP) and core networking services (DNS, DHCP) for reliability and performance. Collaboration Suites: In-depth and demonstrable expertise in Google Workspace Administration, including advanced security settings, organizational unit (OU) management, audit log analysis, and Chrome Enterprise Management. Atlassian Suit: Expert level knowledge in Atlassian products, including designing and managing complex workflows, automation, and reporting within Jira Service Management (JSM), Jira Software, and Confluence to streamline IT operations and project delivery. Specific JSM expertise must include: Incident & On-Call Management: Implementing and managing JSM Premium features such as the Operations Center for on-call scheduling with various shifts, rotations, and overrides, full escalation policies, and advanced notifications (SMS, voice calls, Slack) for P1/P2 alerts. Platform Administration: Creating new request types and approval workflows based on ITIL principles, and leveraging the JSM/Confluence integration for knowledge base management. Integration & Automation: Expert experience with JSM API usage, troubleshooting complex API integrations (including webhooks for real-time data synchronization to external systems like CRM), and developing API scripts for user and data migration. Licensing & Cost Reduction: Utilizing Identity Providers (IDPs) (like Rippling/Okta) to reduce Atlassian license spend, manage user access based on organizational needs, and transition license models. AI Integration: Implementing Atlassian Rovo and integrating it with the IT Service Desk knowledge base to provide initial assistance and automated responses for incoming tickets. Endpoint Management: Proven experience with Enterprise Mac OS and Windows endpoint management, including deployment, patch management, security baselining, and inventory using modern MDM solutions (e.g., Rippling, Jamf, Intune). Operating Systems: Advanced troubleshooting and scripting skills for Mac OS and Windows operating systems. Qualifications Bachelor’s degree in Information Technology, Computer Science, or a related field. 7–10+ years of experience in IT support, system administration, or infrastructure engineering. Advanced certifications such as Professional Google Workspace Administrator, GCP Cloud Architect, or Atlassian Certified Professional. Proven track record of managing complex identity migrations and enterprise-level MDM deployments. Halcyon Labs is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to actual or perceived race, color, religion, sex, gender, gender identity, national origin, age, weight, height, marital status, sexual orientation, veteran status, disability status or other legally protected class. AI Transparency & Disclosure As an AI transformation partner, Halcyon Labs leverages intelligent solutions to enhance our recruitment experience. We utilize AI tools—including LinkedIn Recruiter’s Hiring Assistant and interview transcription technologies—to assist with sourcing, role analysis, and capturing interview highlights. These tools augment our process, but we "Commit to Our Craft" by ensuring all final hiring decisions are made by our human Talent Team. By applying, you acknowledge the use of these technologies to help us "Win Together" in finding the best fit for our team.