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.

Requirements

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.

Benefits

• 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.