Helpdesk Tier 3

3+ years of experience in IT support, with a proven track record of resolving complex technical issues. Expertise in Windows Server administration, Active Directory, DNS/DHCP, Group Policy, and file systems. Hands-on experience with virtualization (VMware, HyperV) and cloud platforms (Microsoft 365, Azure). Strong understanding of networking protocols (TCP/IP, VLANs, firewalls, VPNs). Skilled in working with remote monitoring and management (RMM) tools and PSA systems (e.g., ConnectWise, Kaseya). Experience creating or improving scripts or automation (PowerShell preferred). Certifications such as Microsoft Certified: Modern Desktop Administrator, MCSA, CompTIA Server+, CCNA, or ITIL are highly valued. Excellent communication skills—can confidently interact with both technical and non-technical stakeholders.

Own and resolve the most complex end-user and infrastructure support issues escalated from Tier 1 and Tier 2. Perform advanced troubleshooting on systems including servers, network devices, and business-critical applications. Provide in-depth support for Active Directory, Group Policy, DNS, DHCP, and file/print services. Administer and support remote desktop services, virtualization platforms (e.g., VMware, Hyper-V), and cloud services (Microsoft 365, Azure). Analyze recurring incidents and work on problem management and root cause analysis. Contribute to the development and documentation of SOPs, playbooks, and internal knowledge base articles. Assist with infrastructure maintenance, including patching, backup checks, and system health monitoring. Collaborate with system engineers and project teams on infrastructure upgrades and migrations. Provide mentorship to Tier 1 and Tier 2 technicians and help identify skill gaps or training opportunities.