10689: Help Desk Level 3 Technician

Albuquerque, NM 87109 USA

Our client is seeking a Help Desk Level 3 Technician for their organization in the Albuquerque, NM market. The Help Desk Level 3 Technician is a senior technical support specialist who plays a critical role in resolving complex IT issues, providing expert guidance to junior technicians, and contributing to the overall efficiency and effectiveness of the IT help desk. This role involves in-depth technical knowledge and the ability to handle escalated incidents.

Essential Duties

  1. Advanced Troubleshooting:
    • Serve as the final point of contact for escalated technical issues.
    • Diagnose and resolve complex hardware, software, and network problems.
    • Analyze and identify root causes of recurring issues and implement permanent solutions.
  2. Technical Guidance and Mentorship:
    • Provide guidance, mentorship, and training to Level 1 and Level 2 support technicians.
    • Share technical expertise and best practices to enhance the skills of junior team members.
  3. Incident Resolution:
    • Manage and prioritize high-impact incidents and service requests.
    • Ensure timely resolution of Level 2 and 3 incidents while adhering to service-level agreements (SLAs).
    • Collaborate with other IT teams and vendors to resolve issues as needed.
    • Documentation and Knowledge Sharing:
    • Maintain and update technical documentation, including solutions to complex problems.
    • Contribute to the development of knowledge base articles for self-service and Level 1 and 2 teams.
    • Create/update manuals related to both clients and internal supported hardware/software
  4. Advanced Technical Projects:
    • Participate in IT projects, including system upgrades, migrations, and deployments.
    • Plan and execute complex technical tasks, ensuring minimal disruption to end-users.
    • Configuring and deploying Cisco and Fortinet Firewalls/appliances
    • Configuring, testing and deploying VPNs
    • Assist CIO with various cybersecurity projects/initiatives implementing controls and associated documentation
    • Experience with writing security plans a plus but not a requirement for this position
    • Building, securing and deploying HP and Dell servers
    • Upgrading Microsoft operating systems to supported versions
  5. User Training and Support:
    • Provide advanced technical training to end-users on specialized software or systems.
    • Assist in creating user guides and training materials.
  6. Continuous Improvement:
    • Identify opportunities to improve IT processes, tools, and workflows.
    • Collaborate with CIO to implement improvements and enhancements

Education/Certification/Experience Requirements

  • Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
  • Experience migrating clients to cloud infrastructures and specifically Microsoft Azure environments and support of existing Azure infrastructures
    Experience with Office 365 migrations and support of existing installations
    Experience with Microsoft Teams Phone installation/configurations and support would be a plus
    Several years’ experience with Microsoft Active Directory and Group Policies (creation and implementation)

  • Several years of experience in IT support, with a focus on Level 3 or senior technical roles.
  • Proficiency in diagnosing and resolving complex hardware, software, and network issues.
  • Strong knowledge of operating systems (e.g., Windows, macOS, Linux), virtualization, and networking protocols.
  • Familiarity with ITIL (Information Technology Infrastructure Library) principles.
  • Excellent problem-solving, communication, and interpersonal skills.
  • Certifications such as CompTIA A+, CompTIA Network+, CompTIA Security+, and relevant vendor-specific certifications (e.g., Microsoft, Cisco) are preferred.
  • Ability to work independently, prioritize tasks, and meet deadlines.
  • Advanced knowledge of network protocols and configurations.
  • Experience with implementing firewalls and VPNs.

Service Technician

Albuquerque, NM 87109 USA

To apply for this job please visit copiercareers.com.