IT Help Desk Level 3

Odyssey House INC • New York, NY

2d

About The Position

We are seeking an experienced IT Help Desk Level 3 Technician to join our IT team. This position serves on solving complex technical issues and plays a critical role in maintaining the stability, security, and performance of our IT systems. The ideal candidate will have strong troubleshooting abilities, experience supporting enterprise environments, and the ability to assist with infrastructure support and mentoring junior help desk staff.

Requirements

• 3+ years of IT support experience, including advanced troubleshooting.
• Strong experience with Windows 10/11 and Windows Server environments.
• Experience administering and troubleshooting Active Directory and Group Policy.
• Hands-on experience supporting Microsoft 365 (Exchange, Teams, SharePoint, OneDrive).
• Knowledge of network fundamentals including TCP/IP, DNS, DHCP, and VPN connectivity.
• Experience troubleshooting printers, endpoints, mobile devices, and peripheral equipment.
• Experience with remote support tools and ticketing systems.
• Ability to perform root cause analysis and resolve recurring technical issues.
• Strong documentation and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.

Nice To Haves

• Experience with virtualization platforms (VMware or Hyper-V).
• Experience with backup and disaster recovery systems.
• Familiarity with endpoint management tools (Intune, ABM, or similar).
• Experience supporting network equipment such as switches, firewalls, and wireless systems.
• Knowledge of IT security best practices and endpoint protection systems.
• IT certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications.

Responsibilities

• Troubleshoot and resolve advanced hardware, software, network, and system issues.
• Support and maintain Active Directory, Microsoft 365, Windows servers, and endpoint systems.
• Investigate and resolve system outages, performance issues, and security alerts.
• Assist with system upgrades, patching, and infrastructure maintenance.
• Monitor system health and assist with preventative maintenance.
• Work with third-party vendors and service providers to resolve technical issues.
• Maintain clear documentation of troubleshooting steps and solutions.

Benefits

• A 35-hour work week (as opposed to a 40-hour work week)
• Vacation Plan and Holiday Schedule
• Life Insurance
• Medical Insurance (Two Plans)
• Dental and Vision Insurance
• Additional Insurance Coverages (hospitalization, accidental, critical illness coverage)
• Long-Term & Short-Term Disability
• Flexible Spending Account/Health Reimbursement Account
• 403(b) Plan
• Corporate Counseling Associates (CCA) EAP benefit
• Ability Assist Counseling Services (through The Hartford)
• Commuter Benefits
• Educational Assistance Programs
• Special shopping discounts through ADP Marketplace and PlumBenefits
• RUFit?! Fitness Program
• Pet Insurance
• Legal Assistance
• Optum Financial Service through ConnectYourCare
• Benefit Advocacy Center through Gallagher

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed