[ref. k28971504] Help Desk Analyst Tier III
Robert Half Nashville
Robert Half is currently seeking a Contract Tier 3 Helpdesk Analyst to join our client's IT support team. As a Tier 3 Helpdesk Analyst, you will be responsible for resolving highly complex technical issues, providing expert guidance, and ensuring the organization's IT systems operate at peak performance.
This is a contract position offering an opportunity to work with a respected company.
Key Responsibilities:
- Advanced Problem Resolution: Serve as the highest level of technical support, resolving the most complex issues related to hardware, software, and network systems.
- Escalated Ticket Management: Handle and take ownership of escalated support tickets, ensuring prompt resolution and maintaining end-user satisfaction.
- Technical Leadership: Provide expert guidance and mentorship to Tier 1 and Tier 2 support analysts, assisting them in resolving challenging technical problems.
- Root Cause Analysis: Investigate and identify the root causes of recurring technical issues, working on strategies to prevent their reoccurrence and improve system stability.
- Documentation and Knowledge Sharing: Maintain a knowledge base of complex technical issues and solutions, facilitating knowledge transfer within the IT support team.
- Collaboration with Other Teams: Collaborate with Tier 2 and Tier 3 support teams, as well as system administrators and network engineers, to resolve issues and optimize IT systems.
- Vendor Coordination: Work closely with third-party vendors and service providers to facilitate problem resolution and the procurement of advanced hardware or software solutions.
- Performance Optimization: Identify opportunities for performance optimization, capacity planning, and system improvements to meet the organization's evolving needs.
Qualifications:
- Extensive experience in a Tier 3 helpdesk or advanced technical support role is essential.
- In-depth knowledge of desktop operating systems (e.g., Windows, macOS), server systems, software applications, and advanced network concepts.
- Proficiency in troubleshooting complex technical issues and providing expert guidance.
- Strong communication and leadership skills.
- Relevant IT certifications (e.g., Cisco Certified Network Professional, Microsoft Certified Solutions Expert) are a plus.
- Ability to mentor and support junior team members effectively.
- Exceptional problem-solving skills and adaptability.
Robert HalfNashville
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Job Summary:
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