Help Desk (Tier III)

• Serve as the highest level of technical support for escalated IT issues
• Diagnose and resolve complex hardware, software, and network problems
• Collaborate with Tier I and Tier II teams to provide guidance and mentorship
• Perform root cause analysis and implement permanent solutions for recurring issues
• Configure, maintain, and troubleshoot servers, network devices, and enterprise applications
• Document solutions and create knowledge base articles for future reference
• Assist in system upgrades, migrations, and deployments
• Ensure compliance with security policies and best practices
• Participate in on-call rotation for critical incidents

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
• 5+ years of experience in IT support or systems administration
• Advanced knowledge of Windows/Linux operating systems, Active Directory, and networking protocols
• Experience with virtualization (VMware, Hyper-V) and cloud platforms (AWS, Azure)
• Strong troubleshooting and problem-solving skills
• Familiarity with ITIL processes and ticketing systems

Relevant certifications (e.g., CompTIA Advanced Security Practitioner, Microsoft Certified Solutions Expert, Cisco CCNP) preferred

• medical
• vision
• dental
• life and disability insurance
• company 401(k) plan