This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

As a Service Desk Technician III, you will be responsible for managing and resolving elevated support desk tickets escalated from Tier 2 or directly assigned to you when necessary. Your primary focus will be to fully resolve complex tickets while adhering to Service Level Objectives (SLOs). Additionally, you will work to prevent further escalations by providing advanced first-touch resolution whenever possible. Maintaining high-quality service, fast response times, and a customer-focused mindset with clear communication will be essential. The ideal candidate should thrive in a fast-paced environment, demonstrating the ability to switch quickly and effectively between tasks while keeping the customer informed throughout the process.

Qualifications

• 3–5 years of overall IT experience, including 1–3 years in a Tier 2 (or equivalent) support role.
• Strong experience in advanced IT support, administration, and escalation-level troubleshooting.
• Experience supporting Microsoft environments, including Windows Desktop and Server operating systems, Active Directory, Group Policy, DNS, DHCP, NPS, Print Management, and shared drive/security group administration using “need-to-know” access principles.
• Hands-on experience with collaboration and email platforms such as Microsoft 365, Microsoft Exchange, Google Workspace, and related email security technologies (e.g., spam filtering).
• Experience working with virtualization and cloud technologies, including VMware ESXi, Hyper-V, Azure, and at least one major cloud platform and its management console.
• Working knowledge of networking technologies, including firewalls, managed switches, wireless access points (WAPs), VoIP systems, SSL VPNs, site-to-site VPNs, NAT/PAT policies, access rule creation, and routing concepts.
• Experience with endpoint management and security, including software deployments, configuration management, antivirus solutions, device hardening, and mobile device support for iOS and Android.
• Familiarity with storage and infrastructure concepts such as RAID, NAS, SAN, and SSL certificate creation, implementation, and management.
• Cross-platform support experience, including familiarity with macOS environments.
• Strong diagnostic and troubleshooting skills, with the ability to identify misconfigured services and recognize when issues require escalation.
• A solid understanding of security tools, best practices, and compliance considerations for securing client environments.
• Ability to clearly document technical processes, solutions, and Standard Operating Procedures (SOPs), as well as review and refine existing documentation.
• Strong problem-solving, organizational, and time-management skills, with the ability to manage multiple client cases of varying complexity.
• High attention to detail and a commitment to accuracy.
• A collaborative mindset and the ability to contribute positively to a supportive team environment.
• Proven experience engaging with clients effectively, including navigating high-pressure or emotionally charged situations.

Requirements

• Ability to communicate professionally, in English, both written and orally.
• Ability to write business correspondence and process procedures.
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public.

Benefits

• Medical, Dental and Vision coverage for employee and family.
• 401k + company-matched contributions 4% match on 5% contribution - no vesting period! (Employee and Company contribute after 90 days).
• Group Term Life and Accidental Death and Dismemberment coverage (company provided).
• Short-Term (voluntary enrollment) and Long-Term Disability coverage (company provided).
• Health Savings Account (HSA) Options / PPO Options.
• Employee Assistance Program.
• Paid Time Off (PTO) + Volunteer Time Off (VTO) + 8 Paid Holidays + 3 Floating Holidays.
• Education Reimbursement Program.
• Generous Employee Referral Program - cash bonus for successful referrals!
• Dynamic Recognition and Rewards.
• Clear Promotion and Advancement Tracks.
• Work with Industry-Leading Talent.