IT Helpdesk Tier 3

At least 5 years’ experience in a similar role Advance to expert knowledge of Windows Servers, Networking, Office 365 & Azure Experience with SCCM and Intune Excellent written and verbal communication skills Knowledgeable of office automation products, databases and remote control Good understanding of computer systems mobile devices, and other technical products Strong decision making and problem-solving abilities Strong interpersonal and relationship building skills Strong passion for customer service Exceptional organizational skills and the ability to handle multiple tasks concurrently Ability to learn quickly in a fast-paced environment RMM (Remote Monitoring and Management) tool experience Experience discovering and documenting a client environment (Servers, network equipment, storage equipment etc) Experience with software installation/removal/troubleshooting Familiarity with multiple hardware platforms (MacOS, Windows PC/Server, Networking equipment like Unifi, Sophos, Watchguard, Cisco etc) Familiarity with scripting (PowerShell, Windows Command Line etc)

Serve as an escalation point for the Service Desk Perform remote troubleshooting through diagnostic techniques and pertinent questions Determine the best solution based upon the issue and details provided by customers Walk the customer through the problem-solving process Escalate issues to Field Resources as necessary Remediate and resolve some network and server issues remotely Provide accurate information on IT products or services Record events and problems and their resolution in the ticketing system Manage client tickets and using team resources to ensure client satisfaction and ticket metrics are achieved Represent the company professionally to all interested parties Adhere to and be committed to the Core Values Be process oriented, with great attention to detail Other duties as assigned