SERVICE DESK TECHNICIAN - TIER III

Position Summary

The main focus of this position is to remotely support our managed clients' network infrastructures and the end users.  This position will be part of our Help Desk Team and will work together to execute the primary duties and responsibilities of the department. There will be certain tasks that require time spent outside of standard business hours, such as an on-call rotation.

Essential Duties & Responsibilities

  • Remote support of Mytech Partner’s managed services clients from 8:00AM – 5:00PM, M-F (1 hour unpaid lunch)
  • Respond to client service requests
  • Troubleshoot client technical issues
  • Work with third party vendors to resolve client technical problems
  • Serve as an escalation point for L1 and L2 engineers
  • Answer phone calls and assist with after-hours emergency support
  • Assist in disaster recovery and emergency situations
  • Perform scheduled maintenance for client networks
  • Assist with application updates, platform upgrades, and patching
  • Document all steps taken and issue resolution

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required to successfully perform in this position.

  • Minimum 2 years industry experience, specifically supporting Microsoft based environments
  • Strong technical knowledge and understanding of SMB networks, infrastructure, and equipment
  • Experience supporting the following technologies: Required:  Windows Desktop OS’s (XP, Vista, Win7, Win8); Windows Server platforms (2003/2008/2012), Active Directory, Group Policy; Preferred: Exchange platforms (preferably, 2007/2010/2013), VLAN, VPN, HP and Cisco Switch Configurations, Routing, Wireless, Cisco, and SonicWall firewall solutions
  • Ability to concisely document processes, issues, resolutions; strong writing skills required
  • Ability to multi-task, prioritize tasks and respond with sense of urgency
  • Strong problem solving and critical thinking abilities
  • Ability to successfully and effectively work independently and within a team structure
  • Self-motivated and responsive to Management and customers
  • Strong organizational skills and attention to detail
  • Experience working with time tracking/ticketing software desired
  • Demonstrated knowledge of standard help desk service call methods and procedures
  • Exceptional ability to develop productive and positive customer relationships

e are always looking for talented, driven individuals to join our team.  If you don't see an open position above that you are interested in or qualified for, there are numerous positions we are always accepting resumes at both our Colorado and Minnesota locations.  Check them out below.

Please send a cover letter and a resume to jobs@mytech.com if you are interested. (please specify which location: Colorado or Minnesota)

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