Tier 3 IT Support Specialist (EUC)

Workforce Opportunity Services • Farmers Branch, TX

2d • Hybrid

About The Position

This role is the final internal escalation point for complex, critical, or deeply technical issues that Tier 1 or Tier 2 agents cannot resolve. The specialist uses deep knowledge of infrastructure components to conduct root cause analysis and help prevent recurring issues. Under limited supervision, the role installs, maintains, tests, and repairs systems and networks; plans and leads technical solutions; provides technical leadership; and resolves comprehensive, complex problems.

The position is hybrid, with three days on-site and two days remote, at the employer’s Dallas, Texas office. One of two schedules applies: 7:00 a.m.–4:00 p.m. or 8:00 a.m.–5:00 p.m. Pay is $30.00 per hour, plus benefits.

Requirements

• Authorized to work in the United States as a U.S. citizen or Green Card holder.
• 3 to 5+ years of IT service desk support experience, specifically at the Tier 2 or Tier 3 level in an MSP service desk environment.
• Experience working at a Managed Service Provider (MSP).
• Experience working in local desk-side support.
• Advanced proficiency in all Windows OS versions and/or Linux.
• Strong understanding of TCP/IP, firewalls, VLANs, and switch configuration.
• Experience with Azure, AWS, and VMware.
• Proficiency in PowerShell or other automation tools.
• Knowledge of all aspects of Microsoft applications.
• Experience with ITSM ticketing, knowledge base, remote login, and computer imaging applications.
• Ability to manage high-severity outages.
• Knowledge of technical documentation, including knowledge base articles and root cause analysis reports.
• Ability to communicate complex technical issues to non-technical users and leadership.
• Strong analytical and conceptual skills, with the ability to own a technical task and work it to completion.
• Ability to work in a team environment and relay pertinent information to Tier 1 and Tier 2 team members.

Nice To Haves

• Microsoft Certified Systems Engineer (MCSE).
• CompTIA Server+, Network+, or Security+ certification.
• Vendor-specific certifications, such as Cisco or VMware certifications.

Responsibilities

• Serve as the subject matter expert for diagnosing and resolving high-impact, complex technical problems, including network outages, server failures, and application malfunctions.
• Manage, configure, and troubleshoot Windows and Linux server environments, VMware and Hyper-V virtualization platforms, Active Directory, and Azure and AWS cloud services.
• Investigate persistent or critical issues to identify underlying causes through root cause analysis.
• Guide and mentor Tier 1 and Tier 2 agents and create or update knowledge base articles and technical documentation.
• Assist with or lead infrastructure implementations, system upgrades, migrations, and deployments.
• Manage large-scale software deployments, OS imaging using MDT/SCCM, and upgrades to servers and networking hardware.
• Communicate complex technical issues to non-technical users and leadership.
• Work with Tier 1 and Tier 2 team members and relay pertinent information.

Benefits

• Low-cost health insurance after 90 days of full-time employment.
• Paid vacation; accrual begins immediately and vacation is available after 90 days of full-time employment.
• Paid company holidays.
• Education support through tuition assistance, student loan reimbursement, or professional development.
• Individual mentor.
• 401(k) retirement savings.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed