Level 3 Helpdesk Technician

Ardham Technologies•Albuquerque, NM

5d•Onsite

About The Position

The Level 3 Help Desk Technician is a role that requires advanced technical expertise and a strong commitment to providing top-tier support to our clients. This role involves resolving complex technical issues, mentoring Level 1 and 2 Helpdesk Technicians, and contributing to the continuous improvement of our support processes. Expertise and knowledge will be crucial in diagnosing problems, troubleshooting system issues, and finding effective solutions to ensure the smooth operation of systems and applications.

Requirements

Minimum of 5 years of experience in a help desk or technical support role, with at least 2 years at a Level 2 or higher position.
Strong knowledge of Windows and Linux operating systems, networking protocols, and enterprise-level hardware and software.
Experience with virtualization technologies (e.g., VMware, Hyper-V) and cloud platforms (e.g., AWS, Azure).
Excellent problem-solving skills and the ability to work under pressure.
Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
Relevant certifications (e.g., Cisco Certified Network Associate (CCNA) Microsoft Certified: Azure Administrator).
Uphold company core values at all times

Responsibilities

Provide advanced troubleshooting and resolution for complex hardware, software, and network issues.
Serve as an escalation point for Level 1 and Level 2 technicians, offering guidance and support.
Perform root cause analysis to identify, address and document recurring technical problems.
Configure, maintain, and troubleshoot servers, network devices, and other critical infrastructure.
Assist the Professional Services Team with the deployment and management of IT projects, including system upgrades and migrations.
Document and maintain detailed records of support tickets, resolutions, and best practices.
Collaborate with other IT teams to ensure seamless integration and operation of systems.
Stay up to date with industry trends, technologies, and best practices related to system support and administration.
Identify opportunities for process improvements and contribute to the development of new support strategies and initiatives.
Create and update technical documentation, including knowledge base articles, user guides, and troubleshooting procedures. Ensure that documentation is accurate, up-to-date, and easily accessible to support staff and end-users.
Participate in on-call rotation to provide after-hours support as needed.