IT Helpdesk Technician T3

SUMMARY:
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POSITION INFO:

Job Summary

The IT Technician plays a critical role in resolving high-level technical issues and managing complex IT problems. This position requires in-depth knowledge of IT systems, a proactive approach to troubleshooting, and a commitment to providing exceptional service. The successful candidate will be adept at working with various technologies, including network infrastructure, servers, cybersecurity protocols, and enterprise software applications.

Key Responsibilities

Advanced Troubleshooting & Problem Resolution

• Address escalated issues, employing advanced diagnostic methods for server, network, hardware, and software incidents.
• Identify root causes of complex IT issues and apply strategic problem-solving techniques to ensure a permanent resolution.

System Maintenance and Optimization

• Conduct regular checks on critical IT systems and make recommendations for improvements.
• Work on performance tuning, patch management, and configuration for operating systems, applications, and network devices.

Network and Infrastructure Support

• Provide expertise in maintaining and troubleshooting network infrastructure, including LAN, WAN, firewalls, and VPN connections.
• Support the deployment, management, and monitoring of enterprise networking equipment and servers.

Documentation & Knowledge Transfer

• Create and maintain comprehensive documentation for IT processes, resolutions, and system configurations to facilitate knowledge sharing and training for Tier 1 and Tier 2 support.
• Act as a mentor for junior IT support staff and participate in training initiatives to build technical expertise within the team.

Customer Service and Stakeholder Communication

• Work closely with internal teams, vendors, and customers to provide timely updates on issue resolution progress.
• Communicate complex technical information in a clear, concise manner that is understandable to non-technical stakeholders.

Incident and Problem Management

• Assist with the development and implementation of incident response strategies, supporting continuity and incident management practices.
• Participate in post-incident reviews, suggesting improvements to prevent recurrence and enhance overall service delivery.

Project Support

• Collaborate with IT project teams on infrastructure upgrades, migrations, and rollouts, ensuring supportability and adherence to best practices.
• Provide input on new technologies and tools that could improve IT services, focusing on reliability, scalability, and security.

Required Skills and Qualifications

Technical Expertise

• Strong understanding of operating systems (Windows, Linux, macOS), server administration, and virtualization technologies.
• Proficiency in network protocols, firewall configurations, and VPNs, with certifications like Cisco CCNA or CompTIA Network+ preferred.
• Experience with cloud platforms (AWS, Azure, or Google Cloud) and enterprise software solutions is a plus.

Problem-Solving Skills

• Exceptional analytical and troubleshooting skills with the ability to address and resolve complex technical problems.
• Ability to assess situations quickly and recommend effective and lasting solutions.

Communication & Documentation

• Excellent verbal and written communication skills, with the ability to explain complex concepts to diverse audiences.
• Strong documentation skills for process recording, knowledge-sharing, and incident tracking.

Educational and Experience Requirements

• 3-5+ years of experience in a technical support role, with at least 2 years at a Tier 2 level or above.
• Industry certifications such as CompTIA A+, CompTIA Security+, Microsoft Certified Solutions Expert (MCSE), or similar are highly desirable.