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.

Qualifications and Skills

• Minimum 5 years IT experience.
• Analytical skills, problem solving, ability to prioritize and execute in high pressure situations.
• Experience with desktop and server operating systems including Windows 7, Windows 10, Windows 11, Server 2008, Server 2012, Server 2016, Server
  2019, Server 2022, and Mac OS.
• Recommended certifications, but not required: MCP, A+, Network +, Server+.

Salary and Benefits

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