IT Technician Tier 3

General Purpose

Maintains, monitors, and supports IT network & server infrastructure, resolves challenging incidents and problems; primarily provides 3rd level technical and troubleshooting assistance to customer inquiries, all in a manner that builds customer trust and confidence in CCS. Provide 1st and 2nd level support as needed.

Essential Duties & Responsibilities:

1. Builds teamwork and company culture by being positive, professional, collaborative, and ethical
2. Advanced troubleshoots, researches, implements & optimizes resolutions to customer incidents and requests.
3. Provides remote & onsite technical assistance and training to client end users
4. Provides excellent customer service to clients and communicates effectively with clients via email, phone and ticketing system
5. Escalates work to leadership and/or higher-level tech when assigned work cannot be resolved in a timely manner
6. Accurately documents work performed, customer interaction and time worked in Ticketing System. Closes tasks & tickets timely
7. Creates and maintains client documentation in the document retention system
8. Recognizes opportunities to improve client s technical environment, the CCS technical environment & CCS business practices and procedures. Communicates improvements to leadership.
9. Consistently meets utilization goals
10. Follows best practices in accordance with security guidelines, CMMC and HIPAA to protect client and CCS s

data and passwords

11. Performs on-call duties as required in the on-call rotation or a nonroutine schedule with after-hours evening & weekend work as needed in response to ransomware crisis. Technicians assigned to the ransomware crisis team will receive a pay differential
12. Performs all other duties as assigned

Job Qualifications

Knowledge, Skills, and Ability:

1. Strong working knowledge & troubleshooting experience in all areas listed in the Essential Duties & Responsibilities item 2.
2. Knowledge of how an IT ticketing environment operates
3. Excellent critical thinking, problem solving & technical troubleshooting skills (required)
4. Excellent documentation skills (required)
5. Excellent customer service skills (required)
6. Ability to communicate effectively, both orally and in writing (required)
7. Strong ability to embrace & gain competence in new technologies (required)
8. Ability to adapt to changes in task priorities (required)
9. Organizing & time management skills (required)
10. Ability to build strong working relationships internal and external to the organization (required)
11. Ability to apply common sense understanding to carry out instructions furnished in written or oral form
12. Ability to perform all duties and responsibilities in a timely and effective manner in accordance with policies, programs, and guidelines to achieve the overall objectives of the position

Education or Formal Training

1. Bachelor's degree in Computer Science or related field, or equivalent combination of related education and experience (required)
2. A+ Technology Certification or equivalent combination of related training and experience (required)
3. Server+ and Network+ certifications or equivalent combination of related training and experience (required)
4. CCNA certification is an advantage
5. Security+, and Cloud+ certifications are an advantage
6. JSS/JAMF Pro certifications are an advantage
7. Other relevant certifications are an advantage

Experience

1. Minimum of 6 years IT experience (required)
2. 4+ years of Tier 2 or Tier 3 in networking and system administration IT experience or equivalent combination of education and experience (required)
3. 4 years experience working with:

• Microsoft & Apple operating systems
• Microsoft 365 cloud services
• Private & public cloud environments
• User level & server backups
• System updates
• Advanced network troubleshooting and optimization
• Network mapping
• Firewalls, Switches, routing & wireless
• Internet filtering solutions
• WAN technologies
• Active Directory & group policy
• Automated system updates, system management, system imaging, and remote assistance
• PowerShell scripting
• VM Ware or Hyper V environments
• VPN
• Server file shares & permissions
• Server OS & file management
• Cloud email & spam filters

4. 2 years experience working with:

• Camera system infrastructure
• Servers running various Windows OS versions in standalone and virtualized environments
• VoIP and PBX systems
• QuickBooks
• Remote Desktop
• Azure
• Mobile device management
• Printer networking
• G-Suite Administrative Console
• Internet security & data privacy
• Vendor RMAs
• QuickBooks, Sage or other financial applications
• Other client business specific technology

5. Good project management experience
6. Experience working in a fast-paced, high pressure work environment with multiple time critical tasks simultaneously (required)
7. Must have a valid Colorado Driver s License with a clean driving record and background check (required)

Working Environment

The work environment is often fast paced, demanding that the employee quickly prioritize changing client needs and desires. Effective multitasking may be required to manage several projects that are ongoing simultaneously while facing regular interruptions. The employee may need to travel and work after hours occasionally.

Physical Activities

The employee is occasionally required to stand and/or sit for extended periods of time; reach with hands and arms. The employee must frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and color vision.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

COVID-19 vaccination required

Contract-to-Direct

Pay: $28.85/hour-$33.65/hour depending upon experience

Schedule: 6:30 am-5:00 pm (Monday-Friday), on call rotation for 1 week every 7 weeks