Technician III Client Services
About The Position
The Technician III Client Services position resolves the most complex technical issues that Tier 1 and Tier 2 staff cannot address. It requires advanced expertise in desktop infrastructure and endpoint management systems. The role assists with system improvements, guides junior staff, maintains system stability, ensures compliance with IT policies, and supports strategic technology initiatives across the organization. The technician works independently while collaborating with engineers, system administrators, and IT leadership, and serves as a subject matter expert contributing to long-term planning and continuous improvement of desktop support services.
Requirements
- High school diploma or GED.
- Five years of related work experience.
- Ability to quickly learn new systems and tools as part of ongoing IS&T initiatives.
- Ability to work effectively with team members and cross-functional groups during projects, including after-hours support and pilot discussions.
- Clear verbal and written communication skills for interacting with end-users and documenting incidents.
- Understanding of ticketing systems, such as ServiceNow, and workflow documentation.
- Awareness of IP addressing, connectivity troubleshooting, and basic network protocols.
- Ability to lift and carry 25 pounds.
- Frequent sitting or standing and frequent keyboard use.
Responsibilities
- Diagnose and resolve advanced issues related to operating systems, enterprise applications, and endpoint security.
- Collaborate with IT teams to ensure desktop environments align with organizational standards and security policies.
- Mentor and provide technical guidance to Tier 1 and Tier 2 support staff.
- Document advanced troubleshooting procedures and contribute to the knowledge base.
- Communicate effectively with end-users to ensure clarity and satisfaction.
- Assist with implementing system improvements and support strategic technology initiatives.
- Maintain system stability and ensure compliance with IT policies.
- Contribute to long-term planning and continuous improvement of desktop support services.
Benefits
- Medical insurance, including prescription coverage
- Supplemental insurance
- Dental insurance
- Vision insurance
- Life and AD&D insurance
- Short- and long-term disability insurance
- Flexible spending accounts
- Retirement plans
- Tuition assistance
- Voluntary benefits, including access to group insurance rates and discounts
- Tuition discounts at Thomas Jefferson University after one year of full-time service or two years of part-time service
- Medical insurance, including prescription coverage, is available to all colleagues, including those working less than part-time
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
