Desk Level 3

Job Summary

The Support Desk Level 3 is a critical role within our IT support team, acting as the primary escalation point for complex technical issues and providing advanced troubleshooting expertise. This role involves remote and onsite support and collaboration with the professional services team on project-related tasks. The ideal candidate will have extensive technical experience and the ability to resolve the most challenging technical problems.

• Point of Escalation: Serve as the primary escalation point for Support Desk Level 1 and Level 2 team; handle escalated technical issues that cannot be resolved by the initial support team.
• Professional Services Overlap: Collaborate with the professional services team on support and project‑related tasks.
• Ticket Queue Management: Monitor and manage ticket queue to ensure SLA’s are met; contribute to calculation of Reactive Hours per End User per Month (RHEM).
• Overlap with Professional Services (Projects) Team: Collaborate with the professional services team on project-related tasks; ensure seamless technical support for clients by integrating support and project responsibilities; participate in the planning and implementation of technical projects.
• Unique Technical Troubleshooting: Utilize extensive experience and deep technical knowledge to troubleshoot and resolve the most complex technical issues; provide unique solutions and advanced technical support for a wide range of technologies and platforms.
• Customer Interaction: Interact with clients in a professional and courteous manner; communicate clearly and effectively to ensure client satisfaction and understanding.
• Onsite Visits: Utilize company cars for transportation to conduct onsite visits to client locations.
• On Call: Requires occasional after‑hours support and/or on‑call duties.
• Detail‑Oriented and Organizational
  
  Skills:
  
  Maintain accurate documentation of client requests and resolutions; track progress and ensure timely follow‑up on pending requests.
• Team Support: Perform Level 1 & Level 2 support desk functions when necessary; ability to perform any other duties as assigned.

• Daily Ticket Resolution: Average of 12 tickets resolved per day.
• Response Time: Measure time from ticket submission to acknowledgment.
• Resolution Time: Measure time from acknowledgment to resolution.
• Escalation Management: Keep escalation rate below 3%.

• Associate’s degree in computer science or equivalent degree.
• 3+ years of experience as a Level 3 Support Desk or in a similar advanced technical support role.
• Extensive technical knowledge, including familiarity with various hardware and software platforms.
• Excellent problem‑solving skills and the ability to troubleshoot and resolve complex technical issues.
• Exceptional communication skills, both verbal and written, with a customer‑focused approach.
• Ability to work independently and collaboratively within the team.
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional, Cisco Certified Network Associate) are a plus.

The Support Desk Level 3 works in a fast‑paced and dynamic office‑based environment where quick and efficient ticket resolution is essential. The role requires flexibility to handle remote and onsite support and the ability to collaborate on project‑related tasks.

• Regularly lift and carry items up to 50 lbs unassisted.
• Items exceeding 50 lbs require team lift and/or use of appropriate moving equipment (dolly, cart).
• Ability to bend, kneel, stoop, and climb stairs as needed for onsite work.
• Valid driver’s license required for onsite client visits using company vehicles.