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Contract Tier 3 Helpdesk Analyst

https://www.roberthalf.com Logo

Robert Half

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Location:
United States , Nashville

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Robert Half is currently seeking a Contract Tier 3 Helpdesk Analyst to join our client's IT support team! As a Tier 3 Helpdesk Analyst, you will be responsible for resolving highly complex technical issues, providing expert guidance, and ensuring the organization's IT systems operate at peak performance. This contract position offers an opportunity to work with a respected company!

Job Responsibility:

  • Advanced Problem Resolution: Serve as the highest level of technical support, resolving the most complex issues related to hardware, software, and network systems
  • Escalated Ticket Management: Handle and take ownership of escalated support tickets, ensuring prompt resolution and maintaining end-user satisfaction
  • Technical Leadership: Provide expert guidance and mentorship to Tier 1 and Tier 2 support analysts, assisting them in resolving challenging technical problems
  • Root Cause Analysis: Investigate and identify the root causes of recurring technical issues, working on strategies to prevent their reoccurrence and improve system stability
  • Documentation and Knowledge Sharing: Maintain a knowledge base of complex technical issues and solutions, facilitating knowledge transfer within the IT support team
  • Collaboration with Other Teams: Collaborate with Tier 2 and Tier 3 support teams, as well as system administrators and network engineers, to resolve issues and optimize IT systems
  • Vendor Coordination: Work closely with third-party vendors and service providers to facilitate problem resolution and the procurement of advanced hardware or software solutions
  • Performance Optimization: Identify opportunities for performance optimization, capacity planning, and system improvements to meet the organization's evolving needs

Requirements:

  • Extensive experience in a Tier 3 helpdesk or advanced technical support role
  • In-depth knowledge of desktop operating systems (e.g., Windows, macOS), server systems, software applications, and advanced network concepts
  • Proficiency in troubleshooting complex technical issues and providing expert guidance
  • Strong communication and leadership skills
  • Relevant IT certifications (e.g., Cisco Certified Network Professional, Microsoft Certified Solutions Expert) are a plus
  • Ability to mentor and support junior team members effectively
  • Exceptional problem-solving skills and adaptability

Nice to have:

Relevant IT certifications (e.g., Cisco Certified Network Professional, Microsoft Certified Solutions Expert)

What we offer:
  • medical, vision, dental, and life and disability insurance
  • eligible to enroll in our company 401(k) plan

Additional Information:

Job Posted:
April 24, 2025

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