Lyra Technology Group is seeking an Level 3 Service Desk Technician for one of their operating companies. As a Level 3 Service Desk Technician, you'll play a critical role in providing remote support to our clients. We are looking for a tech-savvy professional who thrives in a fast-paced environment and is passionate about helping businesses optimize their technology infrastructure. Your work as a Level 3 Service Desk Technician will include several components: Providing proactive and reactive remote technical support to our clients, via telephone, email, and remote control. Some examples include, but are not limited to, the following: Managing, installing, configuring, and troubleshooting hardware and software for servers, desktops, laptops, tablets, smartphones, printers, UPS units, firewalls, switches, and other computer systems and devices. Works closely with clients, staff members, hardware and software vendors, and service providers. Responding to monitoring alerts. Performing computer account maintenance including setting up computers, decommissioning computers, and migrating settings and data. Performing user account maintenance including adding and removing users, configuring user profiles, changing passwords, etc. Providing technical support to end-users for computer and network related issues. Managing onsite and offsite backups, spinning up virtual servers on onsite backup appliances and offsite at the data center, in both test and production scenarios. Performing proactive work. Serve as an escalation point for complex support issues. Documenting work performed including a description of issue work performed, time worked, and any follow-up required. Maintaining up-to-date client documentation. Working with fellow Service Desk, Field, and Project Consultants remotely or onsite at our clients' offices, implementing projects. Answering phones for inbound support calls when receptionist is not available. Occasionally providing in-person support to clients visiting our office or onsite at the client's offices. Demonstrating good oral and written communication skills, including ability to communicate technical information to non-technical people. Helping with training newly hired employees and cross-training existing employees.