Help Desk Analyst Tier III

This is a contract position offering an opportunity to work with a respected company.

Key Responsibilities:

1. Advanced Problem Resolution: Serve as the highest level of technical support, resolving the most complex issues related to hardware, software, and network systems.
2. Escalated Ticket Management: Handle and take ownership of escalated support tickets, ensuring prompt resolution and maintaining end-user satisfaction.
3. Technical Leadership: Provide expert guidance and mentorship to Tier 1 and Tier 2 support analysts, assisting them in resolving challenging technical problems.
4. Root Cause Analysis: Investigate and identify the root causes of recurring technical issues, working on strategies to prevent their reoccurrence and improve system stability.
5. Documentation and Knowledge Sharing: Maintain a knowledge base of complex technical issues and solutions, facilitating knowledge transfer within the IT support team.
6. 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.
7. Vendor Coordination: Work closely with third-party vendors and service providers to facilitate problem resolution and the procurement of advanced hardware or software solutions.
8. 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.