RoleReporting 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.
ResponsibilitiesAct as the highest escalation point for technical issues from Level 1 and Level 2 support teamsTroubleshoot, diagnose, and resolve advanced technical issues related to hardware, software, and networkingProvide guidance and mentorship to Level 1 and Level 2 technicians to improve their technical skillsDocument solutions and create knowledge base articles to facilitate faster resolutions in the futureManage and prioritize support tickets within the Help Desk ticketing systemCollaborate with cross-functional teams to resolve complex issues and gather feedback on user experiencesPartner with teams to ensure smooth onboarding and system upgradesPerform software installations, updates, and configurations on user workstationsConduct post-resolution follow-ups to ensure user satisfaction and continuous improvementRequirementsQualifications Bachelor's degree or diploma in Computer Science, Information Technology, or a related field or equivalent experienceA minimum of 5 years of IT support experience in a progressive help desk environmentStrong expertise with Windows OS, M365, Active Directory, and network troubleshootingExperience with ticketing systems and remote support toolsExcellent communication skills with a strong focus on customer serviceProficient in problem-solving techniques and analytical thinkingAbility to multitask and prioritize effectively in a fast-paced environmentStrong organizational skills and keen attention to detailCertifications such as CompTIA A+, Network+, or Microsoft Certified are a plusWillingness to stay updated with emerging technologies and industry trendsBenefitsExtended Healthcare Plan (Medical, Disability, Dental & Vision)Paid Time Off BenefitsWeekly Pay PeriodsEmployee Assistance Program - CounselingDPSP matching program that offers increased matching contributions based on your years of service with the company
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