Role
Reporting to the IT Manager, the Help Desk Technician Level 3 is responsible for resolving complex technical issues raised by end-users. This position involves troubleshooting a variety of IT problems, enhancing support processes, and acting as a lead for Level 1 and Level 2 technicians. Your expertise will play a vital role in ensuring seamless IT operations across our organization.
Responsibilities
Act as the highest escalation point for technical issues from Level 1 and Level 2 support teams.
Troubleshoot, diagnose, and resolve advanced technical issues related to hardware, software, and networking.
Provide guidance and mentorship to Level 1 and Level 2 technicians to improve their technical skills.
Document solutions and create knowledge base articles to facilitate faster resolutions in the future.
Manage and prioritize support tickets within the Help Desk ticketing system.
Collaborate with cross-functional teams to resolve complex issues and gather feedback on user experiences.
Partner with teams to ensure smooth onboarding and system upgrades
Perform software installations, updates, and configurations on user workstations.
Conduct post-resolution follow-ups to ensure user satisfaction and continuous improvement.
Qualifications
Bachelor's degree or diploma in Computer Science, Information Technology, or a related field or equivalent experience.
A minimum of 5 years of IT support experience in a progressive help desk environment.
Strong expertise with Windows OS, M365, Active Directory, and network troubleshooting.
Experience with ticketing systems and remote support tools.
Excellent communication skills with a strong focus on customer service.
Proficient in problem-solving techniques and analytical thinking.
Ability to multitask and prioritize effectively in a fast-paced environment.
Strong organizational skills and keen attention to detail.
Certifications such as CompTIA A+, Network+, or Microsoft Certified are a plus.
Willingness to stay updated with emerging technologies and industry trends.
Extended Healthcare Plan (Medical, Disability, Dental & Vision)
Paid Time Off Benefits
Weekly Pay Periods
Employee Assistance Program – Counseling
DPSP matching program that offers increased matching contributions based on your years of service with the company.
