Job Description

The IT Support Technician 3 position is responsible for end user support of computer workstations and associated peripherals. This may include diagnosis and troubleshooting of all organizational software and hardware. They are an escalation point for Level 2. A Tech Support Specialist III is the face of our IT organization and must demonstrate unparalleled customer service.

Responsibilities and Duties

• Proactively raise flags to the rest of the IT team on potentially wider issues by keeping a pulse on incoming issues and trending site topics.
• Trouble-shoot and escalate customer issues for which Level 1 and Level 2 technician is unable to resolve.
• Ensures service support processes, procedures, SLA’s, performance metrics and service quality align with and exceed customer expectations.
• Participation in on-call support.
• Manages multiple complex priorities and projects.
• Performs routine system maintenance and analysis functions, including hardware configurations and adding, removing, and replacing equipment components.
• Maintain regular client meeting cadence to discuss, present and track technical projects/issues.
• Successfully follow protocols, processes and policies as outlined and presented by leadership via email, training materials and team meetings.
• Ensure electrical safety standards are met.
• Repair or replace damaged hardware.
• Establish good relationships with all departments and colleagues.
• Conduct backup operations.
• Additional duties as assigned.
• Duties and responsibilities may change, and new ones may be added, at any time with or without advanced notice.

Qualifications and Skills

• Bachelor’s degree in computer science or related field preferred.
• Minimum 5 years of IT experience.
• Analytical skills, problem solving, ability to prioritize and execute in high pressure situations.
• Experience with desktop and server operating systems including Windows 10, Windows 11, Server 2008, Server 2012, Server 2016, Server 2019, Server 2022, and Mac OS.
• Knowledge of mainstream Unix or Linux (RedHat, CentOS, etc.) recommended
• Recommended certifications, but not required: MCP, A+, Network +, Server+.

Working Conditions

• Minimal: The worker is not substantially exposed to adverse environmental conditions (as in typical office or administrative work). There will be a need to perform duties inside of a data hall, where cool or warm environments, along with noise, are present. The workers may be standing while in data halls.

Physical Requirements

• Medium work: Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work and the worker sits most of the time, the job is rated for Light Work.
• Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly
• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction and having the ability to receive detailed information through oral communication and making fine discriminations in sound.
• Repetitive motions: Making substantial movements (motions) of the wrists, hands, and/or fingers.

Salary and Benefits

• Health Insurance
• Paid Vacation
• Competitive salary
• Willing to be flexible with schedule.