Helpdesk Technician III

Independent Living Systems

4h

About The Position

The Helpdesk Technician III plays a critical role in ensuring the smooth operation and support of an organization's IT infrastructure by providing advanced technical assistance and troubleshooting. This position serves as a senior-level resource for resolving complex hardware, software, and network issues that frontline support cannot address. The technician will collaborate closely with IT teams and end-users to diagnose problems, implement solutions, and maintain system performance and security. Additionally, this role involves mentoring junior technicians and contributing to the development of support documentation and best practices. Ultimately, the Helpdesk Technician III ensures minimal downtime and optimal user satisfaction through expert problem resolution and proactive system maintenance.

Requirements

• Associate degree in Information Technology, Computer Science, or a related field.
• At least 3 years of experience in helpdesk or technical support role with progressively increasing responsibilities.
• Strong knowledge of Windows and macOS operating systems, common business applications, and networking fundamentals.
• Experience with troubleshooting hardware components, software installations, and network connectivity issues.
• Excellent communication skills with the ability to explain technical concepts clearly to non-technical users.
• Relevant experience may substitute for the educational requirement on a year-for-year basis.

Nice To Haves

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
• Certifications such as CompTIA A+, Network+, Microsoft Certified Solutions Associate (MCSA), or equivalent.
• Experience with remote support tools, ticketing systems, and IT asset management software.
• Familiarity with virtualization technologies, cloud services, and cybersecurity best practices.
• Prior experience mentoring or leading junior technical staff.

Responsibilities

• Provide advanced technical support and troubleshooting for hardware, software, and network issues escalated from lower-level helpdesk staff.
• Diagnose and resolve complex problems related to operating systems, applications, connectivity, and peripheral devices.
• Collaborate with IT teams to implement system upgrades, patches, and security measures to maintain infrastructure integrity.
• Document technical procedures, solutions, and user guides to enhance the knowledge base and support efficiency.
• Mentor and assist junior helpdesk technicians by sharing expertise and providing guidance on technical challenges.
• Communicate effectively with end-users to understand issues, provide timely updates, and ensure resolution satisfaction.
• Participate in on-call rotations and respond promptly to critical incidents to minimize business disruption.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree