Level 3 Technician

redShift•Albany, NY

2d•Hybrid

About The Position

Our well established client, located near Albany, NY is seeking an experienced Level 3 Service Desk Technician to serve as a senior escalation resource and technical leader within its service desk team. This client-facing role is responsible for resolving complex technical issues, guiding junior technicians, and ensuring a high level of service delivery with a strong sense of ownership and urgency. Position Overview: The Level 3 Service Desk Technician plays a critical role in maintaining client trust through expert troubleshooting, clear communication, and consistent follow-through. This individual acts as an escalation point for challenging issues, supports service desk workflow, and contributes to continuous improvement initiatives across systems and processes.

Requirements

Bachelor's degree in computer science or a related field, or equivalent experience and certifications
5–7 years of progressively responsible experience in IT service desk or technical support roles
Strong customer service skills, both remote and in-person
Proven ability to work independently while collaborating effectively with a team
Flexibility with schedule, workload, and project assignments
Valid driver's license and reliable transportation
Strong attention to detail and commitment to follow-through
Proficiency in written and spoken English

Nice To Haves

Microsoft 365 and SharePoint administration and troubleshooting
Active Directory user, group, and Group Policy management
Windows Server environments (2008 R2 through 2016 or newer)
Remote Desktop Services (RDS) environments
Firewall technologies (e.g., SonicWall, Meraki)
Switch and VLAN configuration
Networked printers and peripherals, including scan-to-email and scan-to-folder
Backup, disaster recovery, and file restoration
PSA tools such as Autotask or similar platforms

Responsibilities

Resolve escalated service desk tickets efficiently and thoroughly
Serve as a point of contact for service desk operations when leadership is unavailable
Mentor and coach service desk technicians on troubleshooting strategies and best practices
Proactively prevent service disruptions by prioritizing urgent and unassigned tickets
Provide regular updates to clients and internal teams on issue status and resolution timelines
Coordinate ticket flow with service coordinators to meet response-time metrics
Monitor alerts, voicemails, and emergency notifications and respond appropriately
Collaborate with account managers on escalations and approval processes
Identify recurring issues and recommend long-term solutions to reduce future incidents
Troubleshoot desktops, laptops, servers, and networked systems remotely and onsite
Maintain accurate documentation, ticket notes, and time tracking using PSA and RMM tools
Participate in an on-call rotation for evenings and weekends as needed
Review and improve technical documentation and internal knowledge bases
Attend team meetings and provide feedback on trends and process improvements
Complete required training and professional development
Work both remotely and onsite, with availability to travel to client locations when required