Help Desk Level 3 Agent

The Help Desk Level 3 Agent provides advanced technical support and serves as the highest escalation point for complex IT issues. This role supports approximately 500 employees by maintaining IT systems, troubleshooting hardware, software, and network issues, and ensuring the reliability and security of the company’s technology environment. The position also provides guidance to Help Desk staff and works closely with third-party vendors to support business operations., * Resolve advanced hardware, software, network, and system issues escalated from Level 1 and Level 2 support.

• Administer and maintain Microsoft Windows, Microsoft 365, Active Directory, user accounts, and system access.
• Monitor network performance, backups, security, and system availability.
• Install, configure, and maintain computers, software, and peripheral devices.
• Coordinate with third-party vendors for software implementation, support, and troubleshooting.
• Document technical solutions and maintain IT procedures.
• Mentor junior Help Desk technicians and assist with escalated support requests.
• Support IT projects, system upgrades, and technology improvements.
• Ensure compliance with company IT policies and security standards.

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Minimum of five (5) years of IT support experience.
• Minimum of three (3) years of Help Desk leadership or team management experience.
• Strong knowledge of Windows operating systems, Microsoft 365, Active Directory, networking, and enterprise hardware/software.
• Excellent troubleshooting, communication, organizational, and customer service skills.
• Experience working with third-party software vendors and IT ticketing systems is preferred.

Working Conditions

• Office-based environment supporting corporate and remote employees.
• Frequent use of computers and standard office equipment.
• Occasional lifting of computer equipment and peripherals up to 40 pounds.