Managed Services Helpdesk / Level 3 Technical Support

Title Support Specialist Level 3

Department(s) Managed Service

Reports to Helpdesk Manager

Summary of Position Functions

Support customer IT assets, users, systems and software over the phone, onsite and through automated tools

Support technologies involving a wide range of systems and solutions for customers Resolve and manage simple and complex technical issues without assistance Provide exemplary customer service through all initiatives and activities Serve as an escalation point for Helpdesk Levels 1 and 2 Maintain client and incident reporting systems to assist management in developing client metrics and

resource requirements Complete detailed issue resolution reporting, repair processes and onsite system checklists Define issues and consult on client IT problems with IQ staff, customers and management Manage the helpdesk toolsets, hardware and software systems. Achieve and maintain advanced certifications in the products and services that IQ delivers through its

vendor-partner relationships Mentor, train, and collaborate with other team members

Requirements

College, technical degree or certifications in the IT field; Certifications should include, but not limited to: A+, CCNA, Microsoft Certified Professional track certifications, Network+, vendor certs (VMware, Cisco, and Microsoft), etc.

4 or more years of experience in a demanding technical environment and/or a helpdesk environment Working knowledge and demonstrable expertise of the following: Active Directory, Exchange Server,

Backup software, Routing, PC Repair, Security or Application Support Excellent organizational and time management skills Ability to work pre-determined on-call schedule after-hours and on weekends Valid Nevada driver’s license with clean DMV driving record

Compensation and Benefits

Salary: Dependent on experience Paid training and testing Vacation, holiday, sick, and personal time Sponsored 401k plan Medical, dental, and vision insurance

DisclaimerThe above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.