Support Technician 3

We are seeking an experienced Support Technician 3 to provide Tier 2 technical support for enterprise IT environments. The ideal candidate will have strong expertise in desktop and end-user support, Windows operating systems, Microsoft 365, endpoint management, incident resolution, and IT service management processes. The selected candidate will troubleshoot complex technical issues, support end-user devices, assist with technology deployments, and serve as an escalation resource for Level 1 support teams., Provide Tier 2 technical support for hardware, software, Windows operating systems, Microsoft 365 services, and end-user devices. Troubleshoot and resolve complex incidents escalated from Level 1 support. Support endpoint management, device compliance, software deployment, and Windows lifecycle activities. Troubleshoot identity, authentication, remote access, and access-related issues. Perform root cause analysis and participate in Incident, Problem, and Change Management processes. Develop and maintain technical documentation, knowledge articles, and support procedures. Identify opportunities for process improvement, automation, and operational efficiency. Support technology deployments, testing, major incident response, and service improvement initiatives. Provide technical guidance and mentorship to Level 1 support staff. Monitor service-level agreements (SLAs), customer satisfaction, and operational performance metrics.

Work Authorization: Must be authorized to work in the United States, 6+ years of desktop support or end-user IT support experience. Hands-on experience supporting enterprise Windows environments. Strong knowledge of Microsoft 365 services and applications. Experience troubleshooting hardware, software, operating system, and end-user device issues. Knowledge of Incident, Problem, and Change Management processes. Experience with endpoint management, device compliance, software deployment, and remote support tools. Ability to troubleshoot complex technical issues and perform root cause analysis. Strong customer service, communication, analytical, and documentation skills. Experience supporting enterprise IT operations and escalated technical incidents.

Mandatory Candidate Requirements

Experience: 6-10 years ONLY. Candidates outside the specified range will not be considered. Must currently reside in Austin, Texas, or within a maximum 50-mile radius. Must be available to work onsite five days per week. Must be authorized to work in the United States. Candidate’s current city and state must be included in the submission. A redacted copy of a valid driver’s license or government-issued ID must be provided with the submission, as requested by the client. Submission Instructions: Please submit only qualified, local candidates who meet the experience, technical, location, and onsite requirements. Out-of-area candidates and candidates outside the specified experience range will not be considered.