Tier 3 Helpdesk Technician
Carrollton, TX

Job Description

Overview

We are seeking an enthusiastic and experienced IT Helpdesk Technician-Tier 3 to contribute toward the success of our technology initiatives. This T3 technician will be responsible for maintaining and troubleshooting computer and network systems vital to the operation of a business. This person will accept and execute tasks & projects from the IT Manager & VP of IT as well as serving as an escalation point for lower tier techs.

Responsibilities

* Provide the highest level of support to end users by handling helpdesk tickets that have been escalated by lower tiers.
* Provide direction and oversight to T1 and T2 helpdesk technicians.
* Utilize remote desktop software and VPN connections to troubleshoot issues at remote office locations.
* Produce clear, concise, & timely updates & follow-through on assigned projects.
* Utilize Issuetrak ticketing system to record troubleshooting notes & status updates.
* Understand and enforce the IT Department's Policies and Procedures
* Maintain a positive and upbeat attitude
* Resourceful in providing solutions by utilizing research and use of 3rd party vendors
* Assist in installation & configuration of servers, workstations, routers, switches, phones, and other networking components remotely
* Provide remote troubleshooting to internal and remote users
* Perform scheduled maintenance on servers, workstations and network equipment
* Email management for users
* Continually update & create documentation for processes that would benefit the IT team

Qualifications

* Excellent verbal and written communication skills.
* Associates or Bachelor's degree
* 4+ years of IT helpdesk experience
* Highly knowledgeable in areas such as networking/routing, Windows Desktop & Windows Server environments, VOIP & analog telephone systems, Microsoft Office Suite
* IT certifications such as CompTIA A+, Network+, Security+; Microsoft MCSE; Cisco CCNA are all desirable
* Experience with virtualization in VMware, HyperV, & other hypervisors