Tier III Service Desk Technician

Maintains, monitors, and supports client IT infrastructure, including network, server, cloud, and security systems. Leads the resolution of high-impact, complex incidents and recurring problems through advanced troubleshooting, root cause analysis, and long-term remediation.

Requirements

• Builds teamwork and company culture in accordance with company values.
• Maintain, monitor, and support client IT infrastructure, including network, server, cloud, security, and business-critical systems.
• Lead the resolution of high-impact, complex incidents and systemic problems through advanced troubleshooting, root cause analysis, and long-term remediation.
• Provides remote & onsite technical assistance and training to client end users.
• Collaborate with client leadership, internal stakeholders, and third-party vendors to plan and implement infrastructure changes, upgrades, and improvements.
• Develop, review, and enforce technical standards, best practices, and documentation to ensure consistency, security, and scalability across client environments.
• Provides excellent customer service to clients and communicates effectively with clients via email, phone and ticketing system.
• Complies with internal SLAs & utilization goals.
• Escalates work to leadership and/or higher-level tech when assigned work cannot be resolved in a timely manner.
• Accurately documents work performed, customer interaction and time worked in Ticketing System with clear & concise ticket notes, emails & documentation. Closes tasks & tickets timely.
• Creates and maintains client documentation in the document retention system

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Visa Sponsorship
• Four Day Work Week
• Generous Parental Leave
• Tuition Reimbursement
• Relocation Assistance