*This is not a remote position*

Job Overview
We are seeking a highly skilled Tier 3 IT Support Technician to join our IT support team. This role is pivotal in providing advanced technical assistance, troubleshooting complex issues, and maintaining the integrity of our IT infrastructure. The ideal candidate will possess extensive experience in computer management, network administration, and support across various operating systems, including Windows and macOS. This position offers an opportunity to work in a dynamic environment where technical expertise and exceptional customer service are valued.

Duties

• Provide advanced technical support for hardware, software, and network issues across multiple platforms including Windows, Linux, and macOS.
• Troubleshoot and resolve complex problems related to software applications, operating systems, and computer hardware.
• Manage and maintain IT infrastructure components such as Active Directory, DNS, DHCP, VPNs, firewalls (e.g., Meraki), TCP/IP configurations, and LAN/WAN networks.
• Assist with network administration tasks including TCP analysis, network security configurations (firewall management), and VPN setup.
• Conduct analysis of system logs and performance metrics to identify potential issues before they impact users.
• Support mobile devices and ensure seamless integration with enterprise systems.
• Collaborate with cross-functional teams to implement system upgrades and security patches while minimizing downtime.
• Provide exceptional customer service by communicating effectively with end-users and resolving their technical concerns efficiently.
• Act as the final escalation point for Tier 1 and Tier 2 support issues
• Mentor and provide guidance to junior technicians

Qualifications

• Proven experience supporting complex IT environments with a focus on desktop support, network administration, and infrastructure management.
• Strong knowledge of operating systems including Windows (Windows Server), Linux, and macOS.
• Hands-on experience with Microsoft Office suite, Active Directory, DNS, DHCP, TCP/IP protocols, VPNs, firewalls (Meraki), GPOs.
• Familiarity with network hardware such as routers and switches; understanding of LAN/WAN architecture is essential.
• Excellent problem-solving skills combined with strong communication abilities to explain technical issues clearly to non-technical users.
• Ability to analyze system logs and diagnose hardware/software issues effectively.
• Relevant certifications such as CompTIA Network+, Microsoft Certified Solutions Expert (MCSE), Cisco CCNA or equivalent are preferred but not mandatory.
• A proactive approach to learning new technologies and staying current with industry best practices is essential. This position offers an engaging environment for IT professionals eager to leverage their expertise in a supportive team dedicated to maintaining high standards of technology service delivery.

Preferred Qualifications

• Experience in a Managed Service Provider (MSP) environment
• Cybersecurity experience (EDR, SIEM, vulnerability management, incident response)
• Relevant certifications (Microsoft, CompTIA, Cisco, etc.)
• Experience with backup and disaster recovery solutions

Job Type: Full-time

Pay: $70,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person