Service Desk Technician III

Job Summary

To support a service-oriented environment, the full-time Service Desk Technician III will manage tier III technical support requests, providing advanced troubleshooting and customer service remotely while collaborating with internal teams to resolve complex issues.

Key responsibilities

• Respond to and resolve tier III technical support requests via phone and email, ensuring effective ticket resolution
• Analyze and troubleshoot complex technical issues across various hardware, software, and networking environments
• Provide guidance and support to junior Service Desk Technicians, assisting in training and work assignments

Required qualifications

• High School Diploma required; two or more years of technical support experience
• ITIL v3 Foundation Certification preferred, along with relevant technical certifications (A+, Net+, Microsoft MTA/MCSA)
• Experience with ServiceNow and ITIL Framework for service management
• Strong understanding of current PC operating systems, networking, and application environments
• Demonstrated ability to manage a metrics-driven organization focused on continuous improvement