Tier 3 IT Support Specialist (EUC)

Workforce Opportunity Services • Dallas, TX

1d • Hybrid

About The Position

Workforce Opportunity Services (WOS), a 501(c)(3) nonprofit, develops high-potential individuals and connects trained talent with organizations. The Tier 3 IT Support Specialist (EUC) serves as the final internal escalation point for complex, critical, or deeply technical issues that Tier 1 and Tier 2 agents cannot resolve. Under limited supervision, the specialist installs, maintains, tests, and repairs systems and networks; plans and leads technical solutions; provides technical leadership; and resolves comprehensive, complex problems.

The role is hybrid, with three days on-site and two days remote at the Dallas, Texas office. One of two schedules applies: 7:00 AM–4:00 PM or 8:00 AM–5:00 PM. The pay rate 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 Tier 2 or Tier 3 level in an MSP service desk environment.
• Advanced proficiency with all Windows operating system 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 Microsoft 365 applications.
• Experience with ITSM ticketing, knowledge base, remote login, and computer imaging applications.
• Experience working at a managed service provider (MSP).
• Experience working as local desk-side support.
• Ability to manage high-severity outages under pressure.
• 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, including the ability to own a technical task and carry it through 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) certification.
• CompTIA Server+, Network+, or Security+ certification.
• Vendor-specific certifications, such as Cisco or VMware.

Responsibilities

• Diagnose and resolve high-impact, complex technical problems, including network outages, server failures, and application malfunctions, acting as a subject matter expert.
• Manage, configure, and troubleshoot Windows and Linux server environments, virtualization platforms, Active Directory, and cloud services.
• Conduct root cause analysis of persistent or critical issues to identify underlying causes and help prevent recurrence.
• Guide and mentor Tier 1 and Tier 2 agents.
• Create and update knowledge base articles and technical documentation, including root cause analysis reports.
• Assist with or lead implementation of infrastructure, system upgrades, migrations, and deployments.
• Manage large-scale software deployments, operating system imaging using MDT/SCCM, and infrastructure upgrades involving servers and networking hardware.
• Install, maintain, test, and repair systems and networks, and plan and lead technical solutions.

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: Mid Level
• Education Level: No Education Listed