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Attentus Technologies · 10 hours ago

Tier 3 Help Desk Technician

United States

Full-time

Remote

Mid, Senior Level

$60K/yr - $65K/yr

5+ years exp

Attentus Technologies is a values-driven managed services provider with over 20 years of experience in providing managed I.T. services. They are seeking a Tier 3 Help Desk Technician to resolve complex technical issues, provide advanced technical assistance, and contribute to maintaining high customer satisfaction through effective communication and problem-solving skills.

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Responsibilities

Resolution of complex technical issues, or accurate diagnosis and escalation when required, serving as the highest internal escalation point

Provide Tier 3 technical assistance for advanced and recurring issues not resolved by Tier 1 or Tier 2 technicians

Create, manage, update, and review service tickets within our ticketing system, ensuring accuracy, completeness, and proper documentation standards

Serve as an escalation resource for Tier 1 and Tier 2 technicians, including guidance, troubleshooting assistance, and knowledge sharing

Document advanced system configurations, root cause analyses, and permanent resolutions

Creation, maintenance, and continuous improvement of client documentation, standards, and internal knowledge base articles

Troubleshoot, diagnose, and resolve complex issues involving servers, networks, virtualization platforms, cloud services, and other infrastructure components

Lead root cause analysis efforts for recurring or high-impact incidents and recommend long-term corrective actions

Maintain overall customer satisfaction above 90% through timely resolution, professional communication, and proactive issue prevention

Maintain and obtain advanced technical certifications as defined by management and role requirements

Lead and participate in IT projects, including server deployments, migrations, software implementations, and integrations required by clients or third-party vendors

Troubleshoot and resolve advanced problems with computer systems, servers, local file servers, networking equipment, email systems, and peripheral devices

Provide remote technical support to clients as required, ensuring clear communication, professionalism, and a positive support experience

Perform advanced network and server troubleshooting, including performance optimization, security considerations, and fault isolation

Identify opportunities for process improvement, automation, and standardization to improve service delivery and operational efficiency

Perform any other supplemental duties as assigned by management

Qualification

Managed IT Services (MSP)TCP/IP networkingOffice 365Active DirectoryWindows OSFirewallsRoutersVPN configurationsWrittenClient-facing professionalismProcess improvementExceptional results5 years technical support5 years help desk/MSP5 years Windows AdministrationMD-102 CertificationMS900 CertificationCompTIA A+CompTIA Net+CompTIA Security+Spoken EnglishCommunication skillsOrganization skillsTime managementRelationship buildingTeam-first mentality