Tier III Help Desk Support

Summary

PingWind is seeking a Tier III Help Desk Support Specialist with at least 6 years of relevant experience and a Bachelor's degree in a relevant field. The role involves resolving complex technical issues, providing advanced support to end-users, and ensuring compliance with company policies and industry regulations.

Requirements

• Minimum of 3 years of experience in IT support, with at least 1 years in a Tier III or senior support role
• Work closely with other IT teams to coordinate efforts and ensure comprehensive support
• Communicate effectively with end-users to understand their issues and provide clear, concise solutions
• Liaise with external vendors and service providers for advanced support and warranty claims
• Monitor IT systems and networks for performance issues and security threats
• Generate regular reports on support activities, system performance, and issue trends
• Analyze support data to identify areas for improvement and implement best practices
• Lead the resolution of major incidents, ensuring minimal disruption to business operations
• Participate in problem management activities to identify and mitigate the root causes of recurring issues

Responsibilities

• Provide expert-level troubleshooting and resolution of hardware, software, and network issues
• Diagnose and resolve complex technical problems escalated from Tier I and Tier II support teams
• Conduct root cause analysis for recurring issues and implement permanent solutions
• Perform regular maintenance and updates on IT systems, including servers, network devices, and applications
• Assist in the planning and execution of system upgrades and migrations
• Ensure all systems are compliant with company policies and industry regulations
• Offer advanced technical support to end-users, ensuring timely and effective resolution of issues
• Develop and maintain documentation for troubleshooting processes and solutions
• Provide training and guidance to Tier I and Tier II support staff to enhance their technical skills

Preferred Qualifications

CompTIA A+, CompTIA Network+, or Microsoft Certified: Modern Desktop Administrator Associate; Microsoft Certified: IT Support Professional

Benefits

• Paid Federal Holidays
• Robust Health & Dental Insurance Options
• 401k with matching
• Paid vacation and sick leave
• Continuing education assistance
• Short Term / Long Term Disability & Life Insurance
• Employee Assistance Program through Sun Life Financial EAP Guidance Resources