Tier 3 Help Desk Technician

Our client, a growing Managed Service Provider (MSP), is seeking an experienced Tier 3 Help Desk Technician to join their team on a temp-to-hire basis. This role is for an IT professional who is already comfortable handling Tier 2-level support and is looking for an opportunity to take greater ownership, work with a broad range of enterprise technologies, and grow into increasingly advanced technical responsibilities in a collaborative MSP environment.

In this role, you'll have the opportunity to work alongside senior technical staff while building toward greater responsibility through project work, client ownership, mentoring opportunities, and technical specialization. Our client believes in promoting from within whenever possible and providing a clear path for continued professional growth.

This position begins as a temporary, evaluation-based role with the expectation of transitioning into an existing full-time Tier 3 position based on performance, team fit, and experience. The temporary period is designed to provide hands-on experience and a structured evaluation to ensure long-term success for both the employee and the organization.

Key Responsibilities

• Provide advanced technical support via phone, email, and on-site visits
• Monitor and manage alerts and support queues through the internal ticketing system
• Document actions taken in tickets to support billing, reporting, and service quality
• Troubleshoot and resolve escalated hardware, software, telecom, and network issues
• Demonstrate a resourceful approach to troubleshooting by researching, testing, and utilizing available resources before escalating issues to other team members
• Support and maintain environments, including Windows Server, Microsoft 365, firewalls, and backup systems
• Perform Microsoft 365 administration, including user management, permissions, and configuration changes
• Assist Tier I technicians with escalations and provide guidance when needed
• Install, configure, and test desktops, laptops, servers, and network devices
• Participate in small to mid-sized IT projects and support senior engineers on larger deployments
• Communicate clearly with clients, providing updates, expectations, and technical guidance
• Coordinate with vendors and third-party providers when necessary
• Maintain a clean, organized, and professional approach to support and documentation
• Learn and apply new technologies in a fast-paced MSP environment
• Identify and communicate opportunities for process or technical improvement

Additional Responsibilities if Hired Full-Time Salaried

• Participate in an after-hours on-call rotation shared by all technology team members
• Take ownership of larger client environments and technical initiatives
• Mentor junior technicians and assist with escalated support
• Contribute to internal documentation and process improvements

Skills & Qualifications

Must-Have:

• 3+ years of progressively responsible IT support experience, including significant experience independently performing Tier 2 or Tier 3 support
• 1+ year of experience working in a Managed Service Provider (MSP) environment or another role supporting multiple independent client organizations simultaneously
• Strong problem-solving skills with the ability to independently research and resolve unfamiliar technical issues
• Strong understanding of Microsoft 365 administration, including advanced configuration and troubleshooting
• Experience working in environments with Windows Server and Active Directory
• Working knowledge of Windows 10/11 at the administrative level
• Strong networking knowledge, including TCP/IP, routing, switching, and firewall concepts
• Proven troubleshooting skills across multiple systems and technologies
• Strong interpersonal, customer service, and documentation skills
• Ability to manage multiple priorities and work independently
• Sincere drive to continuously learn, improve, and grow
• Ability to lift up to 40 pounds and navigate office environments
• Valid driver's license and ability to be insured to drive a company vehicle

Preferred:

• 3+ years of experience in a Managed Service Provider (MSP) environment
• Experience with firewall technologies (Arista, Meraki, MikroTik, etc.)
• Understanding of DNS services and related technologies
• Certifications such as A+, Network+, Security+, or Microsoft certifications
• Layer 2 and 3 networking knowledge with an understanding of BGP, OSPF, EIGRP, MPLS, VXLAN, and data center fabrics

Note: This position is intended for experienced professionals already performing Tier 2 or Tier 3 work. Applicants seeking their first opportunity beyond entry-level or Tier 1 support are encouraged to apply for future openings that better align with their experience.