Job Title: Tier 3 Technology Service Desk Technician (Level 2/3)
Location: HQ Employment Type: Full-Time
Reports to: Chief Technology Officer Department: Engineering

Job Summary: We are seeking a highly skilled and technically proficient Tier 3 Help Desk Technician to join our Engineering team. This individual will serve as a top-level escalation point within the support structure and collaborate directly with systems administrators and network engineers. The ideal candidate will have significant hands-on experience in troubleshooting complex systems and is actively pursuing—or on the verge of attaining—industry certifications (e.g., Microsoft, Cisco, or CompTIA) to transition into a Systems or Network Administrator role.

This position requires a strong foundation in infrastructure support, project implementation, and high-level incident resolution across a wide range of technologies including servers, virtualization, cloud services, networking equipment, and security systems.

Key Responsibilities:

• Serve as the final escalation point for all complex IT issues across hardware, software, network, and server environments.
• Perform deep-dive troubleshooting and root cause analysis for persistent or high-impact issues.
• Collaborate with Systems and Network Administrators to implement infrastructure upgrades, patching, and configuration changes.
• Monitor system and network performance, identifying opportunities for optimization or automation.
• Assist with design and deployment of new IT projects including server rollouts, network expansions, cloud integrations, and migrations.
• Support and manage advanced ticketing workflows, documenting solutions and processes to improve overall team efficiency.
• Develop internal knowledge base articles and training materials for Tier 1 and Tier 2 staff.
• Act as a mentor to junior technicians, providing guidance and informal training as needed.
• Maintain security best practices across all IT infrastructure components.
• Participate in after-hours on-call rotation as needed for critical issues or planned maintenance.

Qualifications:

• Required Certifications:
• CompTIA A+ and/or CompTIA Network+
• M365 Modern Desktop Administrator Associate
• M365 Endpoint Administrator Associate
• In Progress or Near Completion (Preferred):
• Microsoft Certified: Azure Administrator Associate
• Cisco CCNA
• CompTIA Security+ or equivalent
• 3–5+ years of progressive experience in Help Desk or IT Support roles, with strong Tier 2/3 background.
• Solid experience with Microsoft 365, Windows Server (2016/2019/2022), Active Directory, Group Policy, DNS/DHCP.
• Experience supporting or administering virtualization platforms (Hyper-V, VMware).
• Understanding of core networking principles (VLANs, switching, firewalls, routing, VPNs).
• Familiarity with scripting tools (PowerShell preferred) for automation and configuration.
• Strong analytical and diagnostic skills with the ability to think critically under pressure.
• Excellent verbal and written communication skills with a strong customer service focus.

Preferred Skills:

• Hands-on experience with server hardware (builds, migrations, performance tuning).
• Experience with identity management and endpoint security tools.
• Exposure to enterprise backup solutions and disaster recovery planning.
• Experience with documentation tools like Confluence, SharePoint, or IT Glue.
• Comfortable with hybrid environments (on-prem + cloud).

Benefits:

· Competitive salary range ($60,000 - $70,000) & benefits package.

· Opportunities for professional development and certification reimbursement.

· Pathway to promotion: Systems Administrator, Network Administrator, or Jr. Engineer roles

· Collaborative, growth-focused team environment.

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Application Question(s):

• Which of the following would be the highest priority? and briefly explain your reasoning in one sentence:

A) The CEO of a 50-person company cannot access their email.

B) An endpoint detection alert flags suspected ransomware on a receptionist's workstation.

C) A primary hypervisor host goes offline, but the VMs successfully fail over to another node.

• In a virtualized environment (whether VMware, Hyper-V, or Proxmox), a critical VM unexpectedly enters a "paused" or "suspended" state on its own. What is the most common storage-related cause for this?
• A client calls in stating their "entire network is down."  What are you doing before calling the ISP?

Experience:

• Help Desk : 3 years (Required)

Willingness to travel:

• 25% (Required)

Work Location: In person