Tier 3 IT Support Specialist

Workforce Opportunity Services • Farmers Branch, TX

1d • Hybrid

About The Position

This role acts as the final internal escalation point for complex, critical, or deeply technical issues that cannot be resolved by Tier 1 or Tier 2 agents. Candidate must possess deep knowledge of specific infrastructure components, such as networking, server administration, or specialized software, and are responsible for root cause analysis to prevent future issues. Under limited supervision performs, installs, maintains, tests, and repairs systems and networks. Utilizes advanced technical knowledge to plan and lead the implementation of technical solutions. Provides technical leadership support and resolves problems of a comprehensive and complex nature.

Requirements

• Authorized to work in the United States
• 3 to 5+ years of experience in IT support, with specific experience as a Tier 2 or Tier 3 level in a MSP Service Desk environment.
• 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.
• Experience with all aspects of Microsoft 365.
• Experience with ITSM Ticketing applications, Knowledge Base applications, Remote login applications, Computer Imaging applications
• Experience working at a Managed Service Provider (MSP)
• Experience working as local desk side support
• Ability to manage high-severity outages (HUI).
• Knowledge of Knowledge Base articles, and RCA reports.
• Ability to communicate complex technical issues to non-technical users and leadership.
• Strong analytical and conceptual skills: 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 & 2 team members

Nice To Haves

• Microsoft Certified Systems Engineer (MCSE)
• CompTIA Server+
• Network+
• Security+
• Vendor-specific certifications (e.g., Cisco, VMware).

Responsibilities

• Serving as the Subject Matter Expert (SME) to diagnose and resolve high-impact, complex technical problems, including network outages, server failures, and application malfunctions.
• Managing, configuring, and troubleshooting server environments (Windows/Linux), virtualization platforms (VMware, Hyper-V), Active Directory, and cloud services (Azure, AWS).
• Conducting thorough investigations into persistent or critical issues to identify underlying causes, not just fixing symptoms.
• Providing guidance and mentoring to lower-tier agents (Tier 1/2) and creating/updating knowledge base articles and technical documentation.
• Assisting in or leading the implementation of new infrastructure, system upgrades, migrations, and deployments.
• Manage large-scale software deployments, OS imaging (MDT/SCCM), and infrastructure upgrades (servers, networking hardware).

Benefits

• Low Cost Health Insurance (after 90 days Full Time)
• Paid Vacation (Accrual begins immediately - Available After 90 days Full Time)
• Paid Company Holidays
• Education (Tuition Assistance, Student Loan Reimbursement or Professional Development)
• Individual Mentor
• 401k Retirement Savings

What This Job Offers

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