• Tier 3 Helpdesk Technician

  • Overview

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    We are seeking an enthusiastic and experienced IT Helpdesk Technician-Tier 3 to contribute toward the success of our technology initiatives. This T3 technician will be responsible for maintaining and troubleshooting computer and network systems vital to the operation of a business. This person will accept and execute tasks & projects from the IT Manager & VP of IT as well as serving as an escalation point for lower tier techs.

     

    Responsibilities

    • Provide the highest level of support to end users by handling helpdesk tickets that have been escalated by lower tiers.
    • Provide direction and oversight to T1 and T2 helpdesk technicians.
    • Utilize remote desktop software and VPN connections to troubleshoot issues at remote office locations.
    • Produce clear, concise, & timely updates & follow-through on assigned projects.
    • Utilize Issuetrak ticketing system to record troubleshooting notes & status updates.
    • Understand and enforce the IT Department’s Policies and Procedures
    • Maintain a positive and upbeat attitude
    • Resourceful in providing solutions by utilizing research and use of 3rd party vendors
    • Assist in installation & configuration of servers, workstations, routers, switches, phones, and other networking components remotely
    • Provide remote troubleshooting to internal and remote users
    • Perform scheduled maintenance on servers, workstations and network equipment
    • Email management for users
    • Continually update & create documentation for processes that would benefit the IT team

    Qualifications

    • Excellent verbal and written communication skills.
    • Associates or Bachelor’s degree
    • 4+ years of IT helpdesk experience
    • Highly knowledgeable in areas such as networking/routing, Windows Desktop & Windows Server environments, VOIP & analog telephone systems, Microsoft Office Suite
    • IT certifications such as CompTIA A+, Network+, Security+; Microsoft MCSE; Cisco CCNA are all desirable
    • Experience with virtualization in VMware, HyperV, & other hypervisors

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