Technical Support Tier 3 - Idaho

Overview

Join Hampton and discover why we’re more than just a workplace—we’re a community of creative problem-solvers who love what we do! At Hampton, you’ll find a positive, upbeat environment where collaboration, growth, and a sense of fun are always encouraged. As our IT Tier 3 Support Specialist, you’ll play a key role in helping colleagues succeed, all while enjoying the camaraderie and opportunities that make Hampton a fantastic place to build your career.

We believe in empowering our team and users to troubleshoot confidently, reduce escalation rates, and expand our run book capacity. You’ll help drive our self-help initiatives, making sure everyone has the tools and support they need to thrive. Reporting to the Service Desk IT Manager, you’ll be based at our Boise Idaho office, surrounded by friendly faces and a culture that celebrates both professional and personal milestones.

• Substantial company-paid assistance for Medical and Dental insurance premiums; mental health coverage; cost effective co-pays and deductibles
• 401(k) with 5% annual company contribution and generous company matching contributions vested over three years
• Paid time off, including eight paid holidays
• Opportunity to earn bonuses
• Employee wellness program that includes free counseling sessions, financial and legal guidance, and more
• Opportunities for paid training to support career advancement and personal development

Detailed responsibilities will include, but are not limited to:

Customer Service Excellence

• Connect with users in a friendly, empathetic way to solve their technical challenges, making their experience memorable and encouraging them to grow their own skills.
• Take ownership of ticket queues with poise—dynamically prioritize tasks and deliver exceptional customer service in every interaction, consistently enhancing user satisfaction through your positive and solutions-focused approach.
• Enjoy a dynamic role that takes you on the road—travel between multiple sites with confidence, backed by your reliable transportation, valid driver’s license, and proof of insurance.
• Balance the excitement of solving immediate support needs with the strategic satisfaction of identifying patterns and proposing process improvements—helping us Find a better way every day.

Operational Efficiency

• Work seamlessly with your teammates and shine when you’re flying solo, knowing you’re part of an organization that supports you every step of the way.
• Take pride in reducing escalation rates through proactive support, creative solutions, and empowering others to tackle technical issues confidently.
• Energize the team by mentoring junior staff and cultivating a vibrant, collaborative atmosphere—where everyone feels empowered to learn, share ideas, and drive collective achievements together!
• Play a key role in keeping our technology running at its best by actively assisting with patch management across all production-related devices and applications—ensuring the latest updates and security enhancements are always in place to support our team’s success!
• Perform network monitoring to provide proactive alerting and historical performance records.
• Partner with leading third-party vendors to design and refine innovative support and upgrade procedures for the latest network technologies.
• Take ownership of critical deadlines—plan, prioritize, and deliver with a results-driven mindset that ensures success at every milestone.

Problem Solving and Troubleshooting

• Take charge of documenting processes and building comprehensive runbooks, empowering colleagues with tools for self-help and continuous learning.
• Be a vital part of our 24/7 support team rotation, tackling challenges head-on and resolving escalated issues to keep our systems running smoothly around the clock.
• Thrive in a fast-paced environment where your flexibility and multitasking skills allow you to juggle shifting priorities while maintaining exceptional control over your responsibilities.

• Strong work ethic, sense of commitment, team-oriented, customer-focused, and willingness to embrace change while striving for continuous improvement.
• Superior organizational…