IT Technician Level 3

Job Summary:

The IT Technician Level 3 provides advanced technical support for hardware, software, network, and infrastructure issues. This role acts as an escalation point for lower-tier technicians and is responsible for resolving complex IT incidents, leading technical projects, and ensuring the stability and security of IT systems.

Key Responsibilities:

• Provide Tier 3 support for end-users, including troubleshooting and resolving advanced hardware, software, and networking issues.
• Manage and maintain servers, networks, and critical business systems.
• Lead implementation and upgrade projects (e.g., Windows Server, Active Directory, Office 365, security systems).
• Administer and maintain backup systems, disaster recovery plans, and security protocols.
• Mentor and guide junior technicians (Tier 1 and Tier 2).
• Collaborate with cross-functional teams to design and implement IT solutions.
• Monitor system performance and proactively resolve issues.
• Ensure compliance with IT policies, procedures, and best practices.
• Maintain thorough documentation of systems, configurations, processes, and support issues.

Required Qualifications:

• Associate or Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• Minimum 5+ years of IT support experience, including at least 2 years in a Tier 3 capacity.
• Strong experience with Windows Server, Active Directory, Group Policy, DNS, DHCP, and Office 365.
• Solid understanding of network infrastructure (LAN/WAN, switches, firewalls, VPN).
• Experience with virtualization platforms (e.g., VMware, Hyper-V).
• Proficient in scripting (PowerShell or similar) is a plus.
• Strong diagnostic and problem-solving skills.
• Excellent communication, documentation, and organizational skills.

Preferred Certifications:

• CompTIA A+, Network+, Security+
• Microsoft Certified: Windows Server / Azure / M365
• Cisco CCNA or higher
• ITIL Foundation

Working Conditions:

• On-site  per company policy.
• May require on-call support or after-hours work during critical incidents or scheduled maintenance.
• Must be able to lift and carry IT equipment (up to 50 lbs).