IT Support Services III - Help Desk

We are seeking a highly skilled IT Support Engineer III to join our team and provide expert technical support to our organization. The ideal candidate will have significant experience in IT support, with the ability to troubleshoot and resolve complex issues across various systems and platforms.

Requirements

• Advanced Technical Support: Provide third-tier support for complex hardware, software, and networking issues escalated from lower-tier support teams, ensuring timely resolution and minimal downtime.
• Problem Diagnosis and Resolution: Utilize strong analytical skills to diagnose issues and implement effective solutions, ensuring that root causes are addressed to prevent recurrence.
• System Administration: Assist in the management and administration of IT systems, including servers, databases, and cloud services, ensuring optimal performance and security.
• User Support and Training: Offer high-level support to end-users, providing guidance and training on IT systems and applications to enhance user experience.
• Documentation and Knowledge Management: Maintain comprehensive documentation of technical procedures, troubleshooting steps, and solutions to enhance the knowledge base for future reference.
• Project Participation: Collaborate on IT projects, such as system upgrades, software deployments, and infrastructure enhancements, ensuring successful execution within project timelines.
• Mentorship: Mentor and support junior IT support staff, providing technical guidance and sharing knowledge to develop their skills and capabilities.
• Monitoring and Maintenance: Monitor system performance and security, proactively identifying and resolving potential issues before they impact users.
• Incident Management: Participate in incident response activities, including investigating security incidents and recommending appropriate corrective actions.
• Collaboration: Work closely with other IT teams, including network, security, and application support, to ensure seamless service delivery and address complex issues
• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• 5+ years of experience in IT support or system administration, with a focus on advanced troubleshooting and complex technical issues.
• Strong knowledge of operating systems (e.g., Windows, Linux, macOS) and enterprise applications.
• Extensive experience with networking concepts, including TCP/IP, DNS, DHCP, and VPN configurations.
• Proficiency with helpdesk and ticketing systems (e.g., ServiceNow, JIRA, Zendesk).
• Excellent problem-solving skills, with the ability to work independently and manage multiple priorities effectively.
• Strong communication skills, capable of conveying technical concepts to non-technical users.
• Experience with ConnectWise
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Expert (MCSE).
• Experience with cloud platforms (e.g., AWS, Azure) and virtualization technologies (e.g., VMware, Hyper-V).
• Knowledge of IT security practices and data protection regulations.

Benefits

• Competitive benefits package, including medical, dental, vision, and life insurance
• 401k match
• Unlimited Approved PTO after one year (2 weeks your first year)
• 10 Holidays including your Birthday and a Floating Holiday!
• Gym reimbursement
• Amazon Prime reimbursement
• 40 Hours for Volunteer Time
• Paid Maternity and Paternity leave
• Paid certifications
• Learning and development programs