Tier 3 Service Desk Specialist

The Tier 3 Service Desk Specialist will be responsible for providing technical assistance and support for incoming queries and issues related to computer systems, hardware, and line of business applications. The ideal candidate will have a strong technical background, solid analytical skills, and proven problem-solving experience.

Responsibilities

• Diagnosing and resolving advanced issues for a wide variety of applications, operating systems, and equipment such as installation, configuration, optimization, upgrading, troubleshooting, and maintenance of network hardware and software components.
• Providing technical assistance and solutions to clients.
• Collecting specific and detailed information from reference sources, software utilities, or clients.
• Performing advanced troubleshooting of networks, servers, desktops/laptops, and line of business applications.
• Utilizing the Service Desk ticketing system to document all work, progress, and resolutions.
• Ensuring tickets are promptly assigned and processed.
• Ensuring ticket worklogs are continuously updated while being worked, and final resolution(s) provided within all completed tickets.
• Contacting clients and resolving issues within SLA timeframes.
• Following up with clients to ensure accurate solutions and client satisfaction before closing each ticket.

Qualifications

• IT support experience – including but not limited to:
  • Network Design / Architecture
  • Advanced infrastructure installation / configuration / troubleshooting
  • Internet, Firewall, Switch and Wifi
  • VLAN installation / Configuration / administration / troubleshooting
  • Microsoft server and Microsoft server application migrations
  • Hypervisor installation / configuration / administration / troubleshooting
  • SAN installation / configuration / administration / troubleshooting
  • EXPERT Office 365 migrations / administration / troubleshooting
  • Scripting & PowerShell proficiency
• EXPERT installation, maintenance, troubleshooting of various backup solutions.
• Proficiency in technical aspects coupled with adept time management skills.
• Demonstrated expertise in efficiently troubleshooting complex issues and delivering effective solutions.
• Ability to articulate technical concepts to non-technical individuals in a comprehensible manner.
• Upholds a high standard of professionalism in all interactions and communications.
• Exhibits superior client relations skills, fostering positive and productive relationships with clients.

Screening Criteria

• Bachelor’s degree in a related field or an equivalent combination of education and/or related work experience.
• Minimum of five (5) years IT Support experience.
• Must have a stable employment history.