IT Support Technician - Tier 3

Are you looking for an exciting career in business-to-business technology sales? Visual Edge IT is comprised of talented, driven, and passionate people who work to provide unduplicated service to our internal and external clients. We encourage one another at every level, and our efforts are supported by employee driven, world class benefits that enable us to enjoy our lives outside the office while building fulfilling careers.

If you want to work for a company where you can build a career and be part of an amazing team, we would love to hear from you!

Visual Edge IT promotes a healthy work-life balance for employees by offering competitive pay, PTO, and a number of paid holidays per year. We are always reviewing and finding new ways to support our employees’ unique needs.

Visual Edge IT offers multiple plans to fit your individual needs. We offer medical, dental, vision, short term disability, long term disability, voluntary life insurance, employee assistance program, and wellness programs. We provide all of our employees a $50k life insurance policy at no cost to our team members.

Visual Edge IT gives employees access to a 401k program and offers an employer match benefit. Visual Edge IT will match 100% of an employee’s contribution up to the first 3% and will provide an additional 50% match on the next 2% of the employee contribution.

Job Summary:

Are you passionate about technology and enjoy solving problems that make a real difference for customers? Visual Edge IT is 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.

Primary Responsibilities:

• 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.

Knowledge, Skills, and

Qualifications:

• 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…