IT Support Technian III -Help Desk

This senior level IT support role is based on-site in Johnston, RI, serving Freedom Technology Solutions, Inc. as part of an advanced support team. The position emphasizes Level 3 diagnostics, high-complexity troubleshooting, and maintaining the health of diverse IT environments across multiple clients.

Responsibilities

• Strategic Escalation: Serve as the primary technical authority for complex issues requiring deep-dive diagnostics across workstations, servers, and network stacks.
• Incident Management: Lead the resolution of critical system-down events with an emphasis on root-cause analysis and long-term remediation.
• Technical Mentorship: Provide guidance and on-the-job training to the broader technical team to elevate service quality.
• Infrastructure Oversight: Monitor and maintain the stability of Windows-based server environments and virtualized infrastructure.
• Data Integrity & Recovery: Oversee health and verification of client backup systems, conduct regular integrity checks, and test restores to ensure disaster recovery readiness.
• Proactive Maintenance: Use Kaseya VSA 10 and AutoTask to monitor system performance, automate routine maintenance, and identify potential hardware or software failures before they impact the business.
• Network Administration: Configure and troubleshoot WatchGuard Firewalls, managed switches, and secure remote access protocols.
• Access Management: Administer Microsoft 365 tenants, Active Directory environments, and secure VPN connections via VSAx or SplashTop.

Requirements

• Experience: 5+ years in a multi-client or MSP environment.
• Problem Solving: Proven ability to independently resolve complex Level 3 tickets.
• Kaseya IT Complete stack proficiency (preferred).
• Server virtualization.
• Advanced networking.
• Datto backups and recovery.
• Communication: Ability to deliver high-touch service while handling sophisticated technical tasks.
• Reliability: Willingness to participate in an after-hours rotation for critical system alerts as required.

Technologies

• Kaseya VSA 10
• AutoTask
• WatchGuard Firewalls
• Microsoft 365
• Active Directory
• VSAx
• SplashTop
• Kaseya IT Complete
• Datto

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Why Freedom Tech?

We enable our clients to focus on their core business by handling the heavy lifting of their technology. As a Senior Lead, you will be a cornerstone of that mission.

Job Type

Full-time

Pay

$55,000.00 - $80,000.00 per year

Work Location

On-site in Johnston, RI