Technical Support Tier 3 - Idaho

Hampton Lumber • Meridian, ID

12d • Hybrid

About The Position

Join Hampton Lumber as an IT Tier 3 Support Specialist and play a key role in helping colleagues succeed. This position is based at our Boise, Idaho office and reports to the Service Desk IT Manager. The role focuses on empowering team members and users to troubleshoot confidently, reduce escalation rates, and expand run book capacity, while driving self-help initiatives. The environment is described as positive, upbeat, and collaborative, encouraging growth and fun.

Requirements

• Strong work ethic, sense of commitment, team-oriented, customer-focused, and willingness to embrace change while striving for continuous improvement.
• Superior organizational and communication skills, plus the ability to initiate and handle multiple tasks and deadlines, and the ability to work with multiple internal customers and team members from varied levels and functional backgrounds.
• Proven customer service skills and related verbal & written communication skills.
• Strong collaboration skills, working directly with non-technical stakeholders on discussing requirements, needs, tasks, and support management.
• Solid understanding and direct hands-on experience with Windows operating systems is required.
• Fundamental understanding of operating systems programs, maintenance, systems administration, enterprise applications, and network systems.
• Proven ability to work as a team and adapt to different roles.
• Mid-level skills or greater working with the Microsoft desktop product suite, including Word, Excel, Outlook, and PowerPoint.
• Attention to detail with excellent problem-solving skills, a high degree of accuracy, and efficiency.
• Maintain high personal and professional standards of focus, attention, and dedication to work.
• Continue education for professional improvement.
• Approach responsibilities of employment with enthusiasm while working with other teams and departments, focusing on the Hampton Core Values.
• Assertive and responsible, while exemplifying the highest level of ethics, honesty, and integrity.
• Strong analytical and problem-solving skills with the ability to anticipate opportunities and provide practical solutions given the business environment.
• Self-starter with the ability to accept responsibility and develop their own agenda to support the requirements of internal customers.
• Looks for the opportunity and has the capacity to take on additional responsibility.
• Bachelor's Degree in a technical discipline or 4 years of equivalent work experience.
• Current software and platform certification OR equivalent experience.
• Minimum 4 years’ experience in a technical support environment.

Nice To Haves

• Experience in an industrial/manufacturing environment is preferred but not required.
• Knowledge of the lumber industry is preferred, but not required.

Responsibilities

• Connect with users in a friendly, empathetic way to solve their technical challenges, making their experience memorable and encouraging them to grow their own skills.
• Take ownership of ticket queues with poise—dynamically prioritize tasks and deliver exceptional customer service in every interaction, consistently enhancing user satisfaction through your positive and solutions-focused approach.
• Travel between multiple sites with confidence, backed by reliable transportation, a valid driver’s license, and proof of insurance.
• Balance the excitement of solving immediate support needs with the strategic satisfaction of identifying patterns and proposing process improvements.
• Work seamlessly with teammates and shine when flying solo, knowing you’re part of an organization that supports you.
• Reduce escalation rates through proactive support, creative solutions, and empowering others to tackle technical issues confidently.
• Mentor junior staff and cultivate a vibrant, collaborative atmosphere.
• Assist with patch management across all production-related devices and applications.
• Perform network monitoring to provide proactive alerting and historical performance records.
• Partner with leading third-party vendors to design and refine innovative support and upgrade procedures for the latest network technologies.
• Plan, prioritize, and deliver with a results-driven mindset to meet critical deadlines.
• Document processes and build comprehensive runbooks, empowering colleagues with tools for self-help and continuous learning.
• Be a vital part of the 24/7 support team rotation, tackling challenges head-on and resolving escalated issues.
• Juggle shifting priorities while maintaining exceptional control over responsibilities in a fast-paced environment.

Benefits

• Substantial company-paid assistance for Medical and Dental insurance premiums; mental health coverage; cost effective co-pays and deductibles
• 401(k) with 5% annual company contribution and generous company matching contributions vested over three years
• Paid time off, including eight paid holidays
• Opportunity to earn bonuses
• Employee wellness program that includes free counseling sessions, financial and legal guidance, and more
• Opportunities for paid training to support career advancement and personal development

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level