Helpdesk Technician Level 3

Position: Helpdesk Technician Level 3

Position Type: Regular Full-Time Salaried Employee

Location: Must be located in Orlando

Role Summary:

As a Tier 3 Helpdesk Technician, you serve as the final point of technical escalation, resolving the most complex incidents and advanced tickets escalated from Tier 1 and Tier 2 support. You bring deep, hands-on expertise in networking and routing, firewalls, VoIP systems, security, Microsoft cloud technologies, and enterprise systems administration, and you're comfortable diagnosing issues that others haven't been able to crack. Working closely with Tier 1 and Tier 2 staff, system administrators, and other IT teams, you drive timely resolution of critical issues while coaching and mentoring less experienced technicians. This role calls for strong root-cause analysis skills and clear, thorough documentation of every fix.

RESPONSIBILITIES

• Advanced Troubleshooting: Resolve the most complex technical issues and advanced tickets escalated from Tier 1 and Tier 2 support, spanning networking, firewalls, VoIP, security, BDR, cloud, and server/virtualization environments. Analyze symptoms, identify root causes, and implement appropriate solutions.
• Incident Management: Take ownership of all escalations and advanced tickets from Tier 1 and Tier 2, managing them through to resolution within defined service level agreements (SLAs). Collaborate with other IT teams and vendors as necessary to expedite incident resolution.
• Technical Expertise: Serve as a subject matter expert (SME) for advanced networking (VLANs, trunking, inter-VLAN routing, static routes, VPNs, DNS, DHCP), firewalls (SonicWall, Fortinet, Meraki, Cisco ASA, Ubiquiti), VoIP systems (Cisco Call Manager, RingCentral, Mitel, and Cisco phone/Finesse contact center environments), security tools (Huntress ITDR/EDR, Microsoft Defender), BDR (Datto, VEEAM), Microsoft 365 cloud services (Entra, Exchange, Intune, SharePoint, Azure), and Windows Server/hypervisor environments. Stay up-to-date with the latest industry trends, best practices, and emerging technologies related to the supported environment.
• Knowledge Base and Documentation: Document every ticket with a clear explanation of the root cause and the fix, and contribute to the creation and maintenance of the knowledge base with known issues, resolutions, and troubleshooting procedures. Ensure accurate and up-to-date documentation to facilitate efficient issue resolution by Tier 1 and Tier 2 support and self-service support for end-users.
• Root Cause Analysis: Conduct thorough investigations to determine the root cause of complex or recurring issues. Collaborate with other teams to implement preventive measures and recommend process improvements to minimize future incidents.
• Escalation and Collaboration: Collaborate with Tier 1 and Tier 2 support staff, system administrators, network engineers, and other IT teams to resolve escalated issues. Provide guidance, advice, and technical assistance to Tier 1 and Tier 2 support personnel to enhance their skills and knowledge.
• Change Management: Participate in change management processes by reviewing proposed changes, performing impact assessments, and ensuring smooth implementation of changes related to the supported environment.
• Training and Mentoring: Coach and mentor Tier 1 and Tier 2 support staff, sharing knowledge, best practices, and technical expertise to enhance the overall capabilities of the team.
• Continuous Improvement: Identify areas for process improvement, automation, or streamlining support procedures to enhance efficiency, reduce incident resolution time, and improve user satisfaction.

QUALIFICATIONS & SKILLS

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Proven experience in a helpdesk or technical support role, with a focus on Tier 3 or senior-level technical support handling escalations and advanced tickets.
• In-depth knowledge of operating systems, network protocols, software applications, and hardware components.
• Strong troubleshooting and problem-solving skills, with the ability to analyze complex issues and develop effective solutions.
• Familiarity with ITIL best practices and incident management processes.
• Strong knowledge with our ticketing systems, remote support tools, and system monitoring tools.
• Excellent communication skills, both verbal and written, with the ability to convey technical concepts to both technical and non-technical stakeholders.
• Ability to work well in a team environment, collaborating with cross-functional teams to resolve issues.
• Strong organizational skills and the ability to prioritize and manage multiple tasks simultaneously.
• Customer service orientation and a commitment to delivering high-quality support.
• Relevant certifications (e.g., CCNA, CompTIA Security+, Microsoft Certified: Azure Administrator Associate, or vendor-specific firewall/VoIP certifications) are a plus.

COMMUNICATION SKILLS

• Clear and concise communication: Tier 3 support personnel must have excellent verbal and written communication skills. They should be able to articulate technical concepts and complex information in a clear and understandable manner to both technical and non-technical stakeholders. Using simple language, avoiding jargon, and adapting communication style to the recipient's level of understanding are important aspects of effective communication.

• Active listening: Active listening is crucial for understanding the details and nuances of complex issues reported by users or escalated from Tier 1 and Tier 2 support. Tier 3 support staff should listen attentively, ask relevant questions to gather comprehensive information, and demonstrate empathy to build rapport. Active listening ensures accurate issue comprehension and enhances the ability to provide targeted solutions.

• Logical reasoning and problem-solving: Tier 3 support requires strong logical reasoning and problem-solving skills. Helpdesk professionals in this role need to analyze complex issues, evaluate multiple variables, and use deductive reasoning to identify potential causes and solutions. They should possess a systematic approach to problem-solving and be able to break down complex problems into manageable components for effective troubleshooting.

• Technical expertise: Tier 3 support personnel should have a deep understanding of the supported technologies, systems, and applications. They need to stay updated with the latest industry trends, best practices, and emerging technologies relevant to their role. Strong technical expertise enables them to provide accurate and efficient solutions to complex issues.

• Collaboration and knowledge sharing: Tier 3 support professionals often collaborate with Tier 1 and Tier 2 support staff, system administrators, network engineers, and other IT teams. They should possess strong interpersonal skills and the ability to work effectively in a team environment. Sharing knowledge, coaching, and offering guidance to Tier 1 and Tier 2 staff contribute to overall team success.

• Analytical thinking: Tier 3 support involves analyzing data, logs, and system information to diagnose and troubleshoot complex issues. Helpdesk professionals in this role should be adept at analyzing data, recognizing patterns, and drawing insights to make informed decisions. Strong analytical thinking enables them to identify trends, potential risks, and opportunities for process improvements.

• Flexibility and adaptability: Tier 3 support often encounters unique and varied challenges. Helpdesk professionals should be adaptable and flexible in responding to changing situations, new technologies, and evolving user needs. They should be open to learning new skills and approaches to enhance their problem-solving capabilities.

• Customer service orientation: Tier 3 support is customer-facing, and a strong customer service orientation is important. Helpdesk staff should maintain a positive and helpful demeanor, ensuring prompt and effective support. They should strive to exceed user expectations and provide a satisfactory user experience.

• Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is constantly required to sit and use hands to type and operate computer and mouse. The employee is frequently required to talk, hear, bend and twist neck. The employee may be required to lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and distance vision. The employee is required to have a valid driver’s license and be capable of driving long distances. Employee may be required to use their personal vehicle for business purposes.

SKILLS REQUIREMENTS

• Networking & Routing: Advanced knowledge of VLANs, trunking, inter-VLAN routing, static routes, VPNs, DNS, and DHCP.
• Cloud Computing: Advanced knowledge of Microsoft 365, including Entra, Exchange, Intune, SharePoint, and Azure.
• Firewalls: Advanced knowledge of and hands-on experience with SonicWall, Fortinet, Meraki, Cisco ASA, and Ubiquiti.
• VoIP: Advanced knowledge of VoIP platforms such as Cisco Call Manager, RingCentral, and Mitel; deep experience with Cisco phone systems and the Cisco Finesse contact center platform is a strong plus.
• Security: Experience with Huntress ITDR and EDR, and Microsoft Defender.
• Systems: Advanced troubleshooting of Windows Server environments, including Domain Controllers, Group Policy Objects (GPOs), and file/print servers, along with deep troubleshooting experience in hypervisor environments such as ESXi and Hyper-V.
• Certifications such as MCA or MCE in Microsoft Azure platforms, and/or Google IT Support Professional are not required but highly recommended.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee will spend most of their time in a typical office environment. The noise level in the work environment is usually moderate, but can occasionally be loud. The employee will be exposed to other work environments as needed based on project work at client sites. On occasion, the employee may be required to travel outside the typical i-Tech service area.

BENEFITS

You will be eligible for immediate enrollment into our benefits program with a lead time that range between thirty (30) and sixty (60) days before coverage begins. The details of i-Tech’s benefits offerings, retirement offerings and other offerings are detailed in i-Tech’s Employee Handbook.

Highlights of the current benefits are as follows:

• Medical, dental, and vision insurance with competitive plan options
• 401K plan + employer match + immediate vesting
• Employer paid long-term disability insurance + life insurance
• 22 days off per year (15 days of accrued PTO + 7 paid holidays)
• 6 weeks paid parental leave
• Company issued laptop
• Company paid training as necessary
• Opportunities for professional development and growth
• Friendly and collaborative work environment.

i-Tech Support is an Equal Opportunity Employer. We celebrate diversity and are committed to building an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.