Summary
PingWind is seeking a Tier III Help Desk Support Specialist with at least 6 years of relevant experience and a Bachelor's degree in a relevant field. The role involves resolving complex technical issues, providing advanced support to end-users, and ensuring compliance with company policies and industry regulations.
Requirements
- Minimum of 3 years of experience in IT support, with at least 1 years in a Tier III or senior support role
- Work closely with other IT teams to coordinate efforts and ensure comprehensive support
- Communicate effectively with end-users to understand their issues and provide clear, concise solutions
- Liaise with external vendors and service providers for advanced support and warranty claims
- Monitor IT systems and networks for performance issues and security threats
- Generate regular reports on support activities, system performance, and issue trends
- Analyze support data to identify areas for improvement and implement best practices
- Lead the resolution of major incidents, ensuring minimal disruption to business operations
- Participate in problem management activities to identify and mitigate the root causes of recurring issues
Responsibilities
- Provide expert-level troubleshooting and resolution of hardware, software, and network issues
- Diagnose and resolve complex technical problems escalated from Tier I and Tier II support teams
- Conduct root cause analysis for recurring issues and implement permanent solutions
- Perform regular maintenance and updates on IT systems, including servers, network devices, and applications
- Assist in the planning and execution of system upgrades and migrations
- Ensure all systems are compliant with company policies and industry regulations
- Offer advanced technical support to end-users, ensuring timely and effective resolution of issues
- Develop and maintain documentation for troubleshooting processes and solutions
- Provide training and guidance to Tier I and Tier II support staff to enhance their technical skills
Preferred Qualifications
CompTIA A+, CompTIA Network+, or Microsoft Certified: Modern Desktop Administrator Associate; Microsoft Certified: IT Support Professional
Benefits
- Paid Federal Holidays
- Robust Health & Dental Insurance Options
- 401k with matching
- Paid vacation and sick leave
- Continuing education assistance
- Short Term / Long Term Disability & Life Insurance
- Employee Assistance Program through Sun Life Financial EAP Guidance Resources
