Level 3 Helpdesk Technician

SUMMARY

As a Tier 3 Helpdesk Technician, you'll be more than just a technical expert—you'll embody the values of Proactivity, Results, Integrity, Development, and Empathy (P.R.I.D.E.). This is a hands-on, Tier 3 role that combines technical skill, mentorship, and white-glove service delivery. You will support both reactive and proactive IT needs across our growing client base, ensuring exceptional uptime and client satisfaction.

JOB RESPONSIBILITIES

P — Proactivity & Precision

• Serve as the escalation point for unresolved Tier 1/2 support issues—remotely and onsite.

• Monitor infrastructure using Datto RMM and manage assets through Autotask and ITGlue.

• Perform proactive system maintenance to prevent downtime before it starts.

• Manage backup solutions, security stack, patching, and networking proactively.

R — Results for the Forgotten

• Deliver responsive, high-touch support to clients often overlooked by larger MSPs.

• Support Microsoft 365 (Exchange Online, SharePoint, OneDrive, Teams), servers, network equipment, and macOS/Windows devices.

• Troubleshoot VPNs, remote desktop systems, and third-party business applications.

• Treat every issue—no matter how small—as a priority worth solving.

I — Integrity Through Accountability

• Fully own assigned tickets: log accurate details, document resolutions, and follow up with clients.

• Track time and activities daily in Autotask (targeting 32 hours billable hours per week).

• Adhere to internal SOPs and escalate only after Tier 3 troubleshooting is exhausted.

• Participate in after-hours on-call support per rotation schedule.

D — Development & Growth

• Mentor others and contribute to team knowledge through documentation and best practices.

• Stay current with certifications and evolving technologies.

• Collaborate on internal and client-facing projects and clearly document all project work.

• Bring ideas to improve tools, automation, documentation, and team processes.

E — Empathy for the Client Hero

• Communicate clearly with clients to ensure they understand what's happening and why.

• Build trust by being reliable, respectful, and results driven.

• Represent the brand with professionalism and emotional intelligence, especially during stressful incidents.

Performance Expectations

1. Performance is evaluated weekly through a scorecard aligned with our P.R.I.D.E. values:

2. Ticket Handling & Resolution – Timeliness, documentation, client satisfaction, and SLA adherence.

3. Communication & Professionalism – Clear updates, positive attitude, and team alignment.

4. Time Management & Productivity – Accurate time logging and efficiency in issue handling.

5. Troubleshooting & Technical Accuracy – Use of SOPs, logical diagnosis, and long-term fixes.

6. Team Contribution & Project Execution – Collaboration, mentorship, and follow-through.

A score of 85%+ indicates you are exceeding expectations.

QUALIFICATIONS

• Minimum 5 years of experience in IT support (preferably MSP or fast-paced service environment).

• Proficient in Windows and macOS endpoint support, Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive), and Azure Active Directory.

• Strong understanding of networking protocols and equipment including DNS, DHCP, TCP/IP, VLANs, firewalls, switches, routers, and VPNs.

• Hands-on experience with backup systems, endpoint protection, patching, MFA deployment, and basic security protocols.

• Familiarity with virtualization (Hyper-V or VMware) and remote access tools (e.g., RDS, VPNs).

• Experience supporting and securing cloud environments, including Microsoft Intune, conditional access, and identity protection.

• Solid troubleshooting skills for email filtering systems, phishing mitigation, and spam prevention tools.

• Knowledge of remote management best practices and automation using RMM tools.

• Experience with line-of-business (LOB) application support and integration across diverse client environments.

• Experience with RMM/PSA platforms such as Datto RMM, Autotask, and ITGlue.

• Bonus: Working knowledge of scripting or automation using PowerShell.

• Associate degree or equivalent experience (including military); certifications such as CompTIA A+, Network+, Security+, or Microsoft are highly valued.

• Outstanding documentation, self-management, and interpersonal communication skills.

• A client-first mindset with a bias for action, ownership, and team success.

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.

• Should be amenable to a permanent night shift schedule.