Level 3 Help Desk Technician

Infinit Technology Solutions seeks a Level 3 Help Desk Technician to act as the final escalation point for complex IT issues within Engineering. This onsite role in East Syracuse, NY collaborates with Systems and Network Administrators on infrastructure upgrades, patching, and deployments.

Responsibilities

• Serve as the ultimate escalation for intricate IT problems spanning hardware, software, network, and server domains.
• Conduct in depth troubleshooting and root cause analysis for persistent or high impact incidents.
• Collaborate with Systems and Network Administrators to implement infrastructure upgrades, patching, and configuration changes.
• Monitor system and network performance to identify optimization opportunities and potential automation.
• Assist in designing and deploying new IT projects, including server rollouts, network expansions, cloud integrations, and migrations.
• Manage advanced ticketing workflows, documenting solutions and processes to improve team efficiency.
• Develop internal knowledge base articles and training materials for Tier 1 and Tier 2 staff.
• Mentor junior technicians by providing guidance and informal training as needed.
• Maintain security best practices across all IT infrastructure components.
• Participate in after hours on call rotation for critical issues or planned maintenance.

Requirements

• CompTIA A+ and/or CompTIA Network+
• M365 Modern Desktop Administrator Associate
• M365 Endpoint Administrator Associate
• 3–5+ years of progressive experience in Help Desk or IT Support roles with a strong Tier 2/3 background
• Solid experience with Microsoft 365, Windows Server 2016/2019/2022, Active Directory, Group Policy, DNS and DHCP
• Experience supporting or administering virtualization platforms such as Hyper-V and VMware
• Understanding of core networking principles including VLANs, switching, firewalls, routing, and VPNs
• Familiarity with scripting tools, with PowerShell preferred, for automation and configuration
• Strong analytical and diagnostic skills with the ability to think clearly under pressure
• Excellent verbal and written communication with a strong customer service orientation

Technologies

• Microsoft 365
• Windows Server 2016/2019/2022
• Active Directory
• Group Policy
• DNS
• DHCP
• Hyper-V
• VMware
• PowerShell
• Confluence
• SharePoint
• IT Glue
• Azure

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Details

• Location: East Syracuse, NY (onsite)
• Salary: USD 60,000 - 70,000 per year
• Job Type: Full-time
• Reports To: Chief Technology Officer
• Department: Engineering
• Travel: 25% (Required)
• Work Location: In person
• Experience: Help Desk, 3 years (Required)

Application Questions

1. Which of the following would be the highest priority, and provide a one sentence rationale: A) The CEO of a 50 person company cannot access their email. B) An endpoint detection alert flags suspected ransomware on a receptionist's workstation. C) A primary hypervisor host goes offline, but the VMs fail over to another node.
2. In a virtualized environment (VMware, Hyper-V, or Proxmox), a critical VM unexpectedly enters a paused or suspended state. What is the most common storage related cause for this?
3. A client reports that their entire network is down. What steps do you take before contacting the ISP?