Tier Iii Support

Tier Iii Support Jobs

5 jobs found

4d ago

Help Desk Specialist III

MSM Technology, LLC Seattle, WA

Seattle, WA

4d ago

$55k - $65k/yr Full time Endpoint Lifecycle Management Endpoint Support Help Desk Support

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Job Description

MSM Technology, LLC is seeking a Help Desk Specialist III to join an onsite team in Seattle, WA and deliver advanced technical support across the enterprise IT environment. This role acts as an escalation point for complex endpoint issues, helping keep end users and business systems running while managing service delivery through ServiceNow.

In this position, you will support endpoint devices, Windows operating systems, and enterprise applications, handling ServiceNow incidents and service requests while contributing to imaging, lifecycle management, patching, and documentation practices.

What you’ll do

Provide advanced troubleshooting and escalation support for complex endpoint issues.
Monitor ServiceNow queues and respond to advanced incidents and service requests.
Perform laptop imaging, configuration, refresh, and hardware replacement activities.
Support endpoint lifecycle management, including device preparation, deployment, and wipe processes.
Troubleshoot hardware, software, authentication, and operating system issues.
Support vulnerability remediation and system patching activities.
Use scripting and automation tools, such as PowerShell, to improve operational efficiency.
Mentor junior help desk technicians and guide complex troubleshooting efforts.
Document troubleshooting steps and resolutions in ServiceNow.
Support knowledge management efforts, including SOPs, troubleshooting guides, and technical documentation.

What you bring

CompTIA A+, CompTIA N+, Security+, or another relevant IT certification.
3–5 years of IT support experience, including advanced help desk or endpoint support.
Experience delivering advanced end user technical support in an enterprise environment.

Technical skills and tools

Strong troubleshooting experience with Windows operating systems and enterprise workstation environments.
Experience supporting endpoint lifecycle management, including deployment, refresh, imaging, and configuration.
Familiarity with enterprise service management tools such as ServiceNow.
Experience troubleshooting hardware, software, authentication, and system access issues.
Experience supporting patch management and vulnerability remediation.
Familiarity with remote support tools and endpoint management platforms.
Ability to diagnose complex issues and determine appropriate escalation paths.

Technologies

ServiceNow
PowerShell
Windows operating systems
ITIL

Preferred background

Experience supporting enterprise environments or government IT systems.
Familiarity with ITIL or similar service management frameworks.

Location: Seattle, WA (onsite)
Salary: USD 55,000 - 65,000 per year
Minimum experience: 3 years

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5d ago

Help Desk Technician III

Robertson, Anschutz, Schneid, Crane & Partners, PLLC Boca Raton, FL

Boca Raton, FL

5d ago

Full time Active Directory End User Support Hardware Support

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Job Description

Join Robertson, Anschutz, Schneid, Crane & Partners, PLLC as a senior technical resource in an onsite Help Desk environment in Boca Raton, FL. In this Tier III role, you will take ownership of complex escalations, troubleshoot advanced endpoint and infrastructure issues, and support the reliability, security, and performance of the firm’s IT environment.

What you’ll do

Act as the senior escalation point for complex incidents that cannot be resolved by Tier I or Tier II support.
Diagnose and resolve advanced problems across hardware, software, operating systems, connectivity, applications, and endpoint devices.
Configure, administer, troubleshoot, and maintain desktops, laptops, tablets, and other endpoint devices running Windows and macOS.
Administer Active Directory, Group Policy, user accounts, security groups, permissions, and access configurations aligned with security policies.
Troubleshoot network connectivity issues including DNS, DHCP, VPN, and wireless connectivity, coordinating with infrastructure specialists when needed.
Oversee and/or perform computer imaging, operating system deployment, endpoint configuration, and equipment rollout activities.
Troubleshoot complex printer, scanner, multifunction device, and print-management issues across office locations.
Administer and troubleshoot IP phone and VoIP systems, including extensions, user configurations, call-routing issues, and related hardware.
Investigate recurring incidents, perform root-cause analysis, and implement durable fixes that reduce repeat issues and improve reliability.
Identify potential security, access-control, configuration, and endpoint-management concerns and coordinate remediation with the appropriate IT personnel.
Support IT infrastructure maintenance, software upgrades, system migrations, technology refreshes, and other technical initiatives.
Lead or coordinate assigned IT projects, including planning, implementation, testing, documentation, and post-implementation follow-up.
Provide technical guidance, mentoring, and troubleshooting support to Tier I and Tier II technicians.
Review escalated tickets and troubleshooting documentation to spot knowledge gaps, training opportunities, and improvements to support procedures.
Develop and maintain technical documentation such as troubleshooting guides, standard operating procedures, and IT knowledge-base resources.
Coordinate with software vendors, hardware vendors, managed service providers, and other external technical resources for complex issue resolution.
Prioritize critical incidents and competing demands based on business impact, urgency, and established service-level expectations.
Own complex technical assignments and drive issues to resolution with minimal supervision.
Communicate technical findings, risks, and proposed solutions clearly to IT leadership and nontechnical stakeholders.
Identify opportunities to improve IT processes, endpoint reliability, support efficiency, and the employee technology experience.
Maintain strict confidentiality and follow the firm’s IT security policies, access controls, and procedures for sensitive information.
Pursue ongoing technical development and keep current with relevant technologies, tools, and industry best practices.

Required experience and education

Minimum 4 years of experience in IT support, desktop support, systems support, or a related technical role.
Education: a degree in Information Technology, Computer Science, or a related field is preferred.
Demonstrated experience resolving complex technical issues and managing escalations in an enterprise or multi-office environment.
Advanced working knowledge of Active Directory, Group Policy, account administration, permissions, and access management.
Strong troubleshooting skills across Windows and macOS endpoints, business applications, hardware, and peripherals.
Experience with computer imaging, operating system deployment, endpoint configuration, and device lifecycle management.
Advanced troubleshooting experience with printers, scanners, multifunction devices, and print-management environments.
Experience supporting IP phone or VoIP systems.
Strong understanding of network troubleshooting including TCP/IP, DNS, DHCP, VPN, and wireless connectivity.
Experience investigating recurring incidents and identifying root causes rather than relying only on temporary fixes.
Ability to coordinate technical projects, manage competing priorities, and deliver within established deadlines.
Excellent analytical, organizational, documentation, communication, and interpersonal skills.
Demonstrated ability to mentor junior technicians and provide technical guidance to colleagues.
Ability to work independently, exercise sound judgment, and communicate effectively with employees at all levels.
Strong commitment to customer service, system reliability, information security, and continuous improvement.

Technologies you’ll work with

Active Directory, Group Policy
Windows, macOS
TCP/IP, DNS, DHCP, VPN, wireless connectivity
IP phone systems, VoIP
Computer imaging, operating system deployment
Print-management environments
IP phone and VoIP systems

Schedule, location, and travel

Location: Boca Raton, FL (onsite)
Schedule: Monday–Friday; shift may be 8:30 AM–5:30 PM or 1:00 PM–10:00 PM based on business needs
Travel: approximately 5% to satellite offices as needed

Preferred certifications

CompTIA A+; CompTIA Network+; Cisco Certified Network Associate (CCNA); ITIL Foundation; CompTIA Security+; Microsoft Certified: Azure Fundamentals; and/or Microsoft role-based certifications relevant to endpoint management, identity, or systems administration.
Advanced certifications and relevant experience administering enterprise IT environments are a plus.
Equivalent professional experience and demonstrated technical expertise may be considered in lieu of the preferred degree.

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5d ago

IT Service Desk Specialist III

Lawelawe Defense Inc Quantico, VA

Quantico, VA

5d ago

$70k - $78k/yr Full time End User Support Help Desk Support Information Technology (IT)

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Job Description

Join Lawelawe Defense Inc (LDI) and support mission-critical healthcare operations at the Naval Health Clinic in Quantico, VA. This onsite IT Service Desk Specialist III role offers a clear impact on end-user productivity, with a team environment focused on delivering reliable technical assistance. LDI is an SBA Certified 8(a) Native Hawaiian Owned SDB, recognized for dependable delivery across program and portfolio management, systems engineering, network engineering and operations, data center optimization, and desktop/server and virtualization support.

Compensation: USD 70,000 - 78,000 per year (DOE). Compensation is based on qualifications, relevant experience, and internal equity.

What you will do

Provide technical assistance and advice to end users for hardware, software, and systems via phone, email, or chat.
Analyze questions and resolve moderate to highly complex issues, escalating when needed to level 4 technicians and team leads or to GSC for next level support.
Serve as a primary contact for users experiencing issues with computers, operating systems, and related peripherals.
Troubleshoot and support PCs, laptops, printers, and other devices, aiming for quick resolutions and excellent customer service.
Handle call overflow during peak times or reduced staff hours.
Use ServiceNow to manage tickets and respond to users, including maintaining accurate ticket counts.
Maintain SOPs and the service catalog for software installation, hardware configuration, and problem troubleshooting.
Establish timelines and protocols for harder-to-solve problems.
Perform system administrator level duties, including server administration, security patching, and enterprise system support.
Maintain an accurate and complete Government asset inventory.
Perform other duties as assigned.

What you bring

Six (6) years of experience demonstrating proficiency as an IT Service Desk Specialist.
Bachelor degree.
Active Secret security clearance required.
Must be a US Citizen.
IAT-II baseline certificate per DoD 8570.01-M certificate requirements.
Active CompTIA Security+ CE certification.
Knowledge of hardware, software, and operating systems.
Strong customer service and effective communication skills.
Ability to work effectively with supervision and as part of a team.

Schedule and work environment

Full-time position.
Typical schedule is Monday through Friday, with overtime occasionally and possible evening and weekend hours based on business needs.
Onsite location at the Naval Health Clinic in Quantico, VA.
Professional office environment with use of standard office equipment including computers, phones, photocopiers, filing cabinets, and fax machines.

Tools you will use

ServiceNow
CompTIA Security+ CE

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21d ago

Senior IT Support Technician

State of New Mexico Albuquerque, NM

Albuquerque, NM

21d ago

$27 - $41/hr Full time Senior Hardware Support Help Desk Support

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Job Description

Support advanced end-user technology issues and keep computing systems running reliably for the State of New Mexico.

Responsibilities

Act as a Tier 3 technical expert within a help desk environment.
Serve as a final escalation point for complex requests involving hardware, software, peripherals, and networking.
Escalate more complex issues to the appropriate IT staff or vendors when needed.
Document, track, and monitor problems to support a timely resolution.
Update the global knowledge database with problem resolution information.
Provide technical guidance and advanced training to others; may lead or direct lower-level staff.
Diagnose and resolve complex hardware/software/network issues.
Respond to escalations from Tier 2 and provide remote problem resolution when possible.
Dispatch problems to associated groups throughout the unit supported.

Requirements

High School diploma or equivalent.
2 years of experience providing technical support to end-users for computer hardware, software, and/or network-related problems.
Any combination of education from an accredited college or university in a related field and/or direct experience in the occupation totaling 2 years may substitute for the required experience.
Must possess and maintain a valid driver’s license.
Must possess and maintain a current Defensive Driving Course Certificate from the State of New Mexico, or pass and receive Defensive Driving Course Certification within 6 months of date of hire as a condition of continued employment.

Benefits

Five (5) full days of leave added to your leave balances starting from your start date.

Department / Program Area

Department: Resource Management Division
Program Area: Office of Information Technology

Customers

New Mexicans to protect and restore the environment
Occasional contact with external Federal, State, and Local regulatory bodies, contractors, and environmental not-for-profit organizations
Internal staff

Working Conditions

Office setting with exposure to Visual/Video Display Terminal (VDT) and extensive personal computer and phone usage.
Some sitting, standing, bending, and reaching may be required.

Employment Requirements

Must possess and maintain a valid driver’s license.
Must possess and maintain a current Defensive Driving Course Certificate from the State of New Mexico, or complete certification within 6 months of date of hire as a condition of continued employment.

Bargaining Unit

This position is covered by a collective bargaining agreement; all terms and conditions must be adhered to.

Agency Contact: Barbie Segovia, (505) 690-3334 or Email

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27d ago

IT Support Services III-Help Desk

Courser Sheboygan Falls, WI

Sheboygan Falls, WI

27d ago

Full time Application Support Cloud Platforms Connectwise

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Job Description

Courser’s onsite IT Support Services Tier III Help Desk role focuses on advanced troubleshooting and hands-on support for complex application, hardware, and networking challenges.

Responsibilities

Deliver tier III support for complex application, hardware, and networking issues escalated from other support teams, aiming for timely resolution and minimal downtime.
Use analytical troubleshooting to diagnose technical problems and implement durable solutions that address root causes and prevent repeat incidents.
Support the administration of IT systems, including servers, databases, and cloud services, with a focus on performance and security.
Provide advanced guidance to end-users, including help with IT systems and applications to improve the user experience.
Maintain detailed documentation covering technical procedures, troubleshooting steps, and resolutions to strengthen the knowledge base.
Collaborate on IT projects such as system upgrades, software deployments, and infrastructure enhancements to meet project timelines.
Mentor junior IT support staff by offering technical guidance and sharing knowledge to build capability.
Monitor system performance and security, proactively identifying and addressing potential issues before they impact users.
Participate in incident response by investigating security incidents and recommending corrective actions.
Coordinate with other IT teams including network, security, and application support to ensure smooth service delivery.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
5+ years of experience in IT support or system administration, focused on advanced troubleshooting and complex technical issues.
Strong working knowledge of operating systems, including Windows, Linux, and macOS, plus enterprise applications.
Experience with networking concepts such as TCP/IP, DNS, DHCP, and VPN configurations.
Proficiency with helpdesk and ticketing systems such as ConnectWise, ServiceNow, JIRA, or Zendesk.
Strong problem-solving skills, with the ability to work independently and manage multiple priorities.
Effective communication skills, including the ability to explain technical concepts to non-technical users.

Technologies

Windows, Linux, macOS
TCP/IP, DNS, DHCP, VPN
ConnectWise, ServiceNow, JIRA, Zendesk
AWS, Azure
VMware, Hyper-V
Servers, databases, cloud services

Benefits

Competitive benefits package, including medical, dental, vision, and life insurance
401k match
Unlimited vacation time*
Paid sick time
10 Holidays including your Birthday and a Floating Holiday!
Healthy Lifestyle reimbursement
Amazon Prime reimbursement
40 Hours for Volunteer Time
Paid parental leave
Reimbursement for ongoing education and certifications
Learning and development programs
For the first year of employment, full-time team members receive 10 vacation days

Preferred Experience

Experience with ConnectWise
Relevant certifications such as CompTIA A+, Network+, or MCSE
Experience with cloud platforms like AWS and Azure, plus virtualization technologies such as VMware and Hyper-V
Knowledge of IT security practices and data protection regulations

Why You’ll Love Working Here

Courser emphasizes personal and professional development with best-in-class training, mentorship, and clear self-promotion paths.
Encourages innovation and challenging the status quo.
Teams located across the country, supporting collaboration and shared knowledge.

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