IT Support Technician - Tier 3

About Visual Edge IT

At Visual Edge IT, we help organizations nationwide harness the power of technology to work smarter, stay secure, and grow stronger. From managed IT services and cybersecurity to print solutions and document workflow, we deliver innovative, customized strategies that give our clients the edge in an ever‑changing business landscape. Our nationwide network combines the personalized service of local teams with the strength and resources of a national leader—ensuring that every client gets both technology that works and people who care.

With more than two decades of experience and a team of over 1,000 technology professionals, we pride ourselves on building partnerships that go beyond service contracts. When you join Visual Edge IT, you become part of a collaborative, solutions‑driven culture where your expertise helps shape the future for businesses across the country.

We are seeking an IT Support Technician to join our growing Service Desk team. In this role, you'll serve as the first point of contact for customers seeking technical support, providing remote troubleshooting and exceptional customer service across a wide variety of IT environments. You'll diagnose technical issues, guide customers through solutions, manage support tickets from start to finish, and collaborate with internal technical teams to ensure timely issue resolution.

This is an excellent opportunity for a technology professional who enjoys working in a fast‑paced environment, thrives on delivering outstanding customer experiences, and wants to continue growing their technical knowledge and career.

• Serve as the first point of contact for customers requesting technical assistance via phone, email, and remote support tools.
• Diagnose and troubleshoot hardware, software, operating system, networking, and Microsoft 365 issues using established troubleshooting methodologies.
• Guide customers through step‑by‑step problem resolution while delivering exceptional customer service.
• Document incidents, troubleshooting activities, resolutions, and customer communications within the ticketing system.
• Manage support tickets from initial request through resolution while meeting established service level agreements (SLAs) and performance metrics.
• Escalate complex technical issues to higher‑level engineers when appropriate while ensuring complete documentation and effective handoff.
• Maintain ownership of customer issues by proactively communicating status updates and following through to successful resolution.
• Provide customers with accurate information regarding IT products, services, and support processes.
• Collaborate with Systems Engineers and other technical teams to resolve escalated issues efficiently.
• Maintain a process‑driven approach with exceptional attention to detail and documentation accuracy.
• Occasionally provide onsite technical support when required.
• Represent Visual Edge IT professionally with customers, vendors, and business partners.
• Continuously expand technical knowledge through training, certifications, and professional development.
• Perform other duties as assigned.

• High school diploma or GED required; additional technical education or certifications preferred.
• Minimum four (4) years of experience providing technical support within an IT services, managed services, or technology solutions environment.
• Strong troubleshooting experience supporting Microsoft Windows desktop operating systems (Windows 10/11).
• Experience supporting Microsoft Office and Microsoft 365 applications.
• Intermediate to advanced skills in network hardware, Windows server, and PC support.
• Familiarity with Active Directory, remote support tools, ticketing systems, and basic networking concepts.
• Experience using ticket management and service desk platforms.
• Strong understanding of desktop hardware, laptops, printers, mobile devices, and peripheral technologies.
• Excellent verbal and written communication skills with the ability to explain technical concepts to non‑technical users.
• Outstanding customer service skills with a passion for helping others.
• Strong analytical thinking and…