IT Service Desk – Tier 3
Join BetterPros as an IT Service Desk – Tier 3. Apply now!
Description
Is user satisfaction your true passion? Are you comfortable in a fast-paced, results-driven environment? Are you seeking an opportunity to demonstrate your strong analytical and problem-solving skills? Our US-based client needs you ASAP! Apply now.
BetterPros unlocks human potential by offering competitive compensation, flexibility, constant learning and growth, and the opportunity to work anywhere you want with one of our +130 active clients across the United States.
What you’ll do:
- Work directly with the Service Desk Manager, ensuring optimal performance and end-user satisfaction.
- Respond to high-level service desk queries via phone, email, and chat, as well as white-glove deskside support in a corporate headquarters environment.
- Participate in incident and service request logging while ensuring accuracy and timeliness.
- Diagnose and resolve intricate software, hardware, and networking issues.
- Mentor and guide Tier 1 and Tier 2 technicians, fostering professional growth and team cohesion.
- Collaborate with cross-functional teams to streamline support operations and implement best practices.
- Develop, review, and maintain technical documentation; champion knowledge-sharing within the team.
- Ensure strict adherence to company policies, with a special focus on data security and privacy.
- Actively participate in service desk application administration and optimization.
What you must have:
- Proven experience in advanced service desk roles with leadership or administrative responsibilities.
- Deep understanding of Microsoft’s suite of products, including Windows OS, Office/M365, and Azure.
- Expertise in on-prem Active Directory and Azure AD administration.
- Expertise in administering Teams, SharePoint, and Outlook.
- Strong capability to promptly diagnose and rectify complex technical and networking issues.
- Expertise in addressing network printer-related complexities.
- Exceptional communication skills, with an ability to lead conversations and mediate technical discussions.
- Proficiency in remote desktop applications (Ninja, ConnectWise, RDP).
- Proficiency in service desk platforms (Jira, ServiceNow), with exposure to administration within the same.
- Unwavering professionalism and a strong sense of both initiative and ownership.
- An advanced English level.
- CCNA.
- Microsoft Certified: Windows Server Hybrid Administrator Associate.
- Microsoft 365 Certified: Endpoint Administrator Associate.
- Microsoft 365 Certified: Messaging Administrator Associate.
- Microsoft 365 Certified: Teams Administrator Associate.
- Microsoft 365 Certified: Azure Administrator Associate.
- Microsoft Certified: Information Protection and Compliance Administrator Associate.
- Microsoft Certified: Identity and Access Administrator Associate.
- Microsoft 365 Certified: Administrator Expert.
- ITIL 4 Foundation.
Certifications:
Essential (one of the following):
Essential (two of the following):
We’ve got the opportunity, you’ve got the talent.
We want to hear from you!
