[Hiring] IT Support Services III-Help Desk @ScalableOS

Role Description

We are seeking a highly skilled IT Support Services III-Help Desk to join our team and provide expert technical support to our organization. The ideal candidate will have significant experience in IT support, with the ability to troubleshoot and resolve complex issues across various systems and platforms. This role will involve:

• Providing tier III support for complex application, hardware, and networking issues escalated from support teams, ensuring timely resolution and minimal downtime.
• Utilizing analytical skills to diagnose issues and implement effective solutions, ensuring that root causes are addressed to prevent recurrence.
• Assisting in the management and administration of IT systems, including servers, databases, and cloud services, ensuring optimal performance and security.
• Offering high-level support to end-users, providing guidance and training on IT systems and applications to enhance user experience.
• Maintaining comprehensive documentation of technical procedures, troubleshooting steps, and solutions to enhance the knowledge base for future reference.
• Mentoring and supporting junior IT support staff, providing technical guidance and sharing knowledge to develop their skills and capabilities.
• Monitoring system performance and security, proactively identifying and resolving potential issues before they impact users.
• Participating in incident response activities, including investigating security incidents and recommending appropriate corrective actions.
• Working closely with other IT teams, including network, security, and application support, to ensure seamless service delivery and address complex issues.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• 5+ years of experience in IT support or system administration, with a focus on advanced troubleshooting and complex technical issues.
• Strong knowledge of operating systems (e.g., Windows, Linux, macOS) and enterprise applications.
• Extensive experience with networking concepts, including TCP/IP, DNS, DHCP, and VPN configurations.
• Proficiency with helpdesk and ticketing systems (e.g., ConnectWise, ServiceNow, JIRA, Zendesk).
• Excellent problem-solving skills, with the ability to work independently and manage multiple priorities effectively.
• Strong communication skills, capable of conveying technical concepts to non-technical users.

Requirements

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a night shift schedule.