Build Your Career at Infinit Technology Solutions

Tier 3 Technology Service Desk Technician (Level 2/3)

Location: HQ
Employment Type: Full-Time
Reports to: Chief Technology Officer
Department: Engineering

Job Summary

We are seeking a highly skilled and technically proficient Tier 3 Help Desk Technician to join our Engineering team. This individual will serve as a top-level escalation point within the support structure and collaborate directly with systems administrators and network engineers. The ideal candidate will have significant hands-on experience in troubleshooting complex systems and is actively pursuing—or on the verge of attaining—industry certifications (e.g., Microsoft, Cisco, or CompTIA) to transition into a Systems or Network Administrator role.

This position requires a strong foundation in infrastructure support, project implementation, and high-level incident resolution across a wide range of technologies including servers, virtualization, cloud services, networking equipment, and security systems.

Key Responsibilities

• Serve as the final escalation point for all complex IT issues across hardware, software, network, and server environments.
• Perform deep-dive troubleshooting and root cause analysis for persistent or high-impact issues.
• Collaborate with Systems and Network Administrators to implement infrastructure upgrades, patching, and configuration changes.
• Monitor system and network performance, identifying opportunities for optimization or automation.
• Assist with design and deployment of new IT projects including server rollouts, network expansions, cloud integrations, and migrations.
• Support and manage advanced ticketing workflows, documenting solutions and processes to improve overall team efficiency.
• Develop internal knowledge base articles and training materials for Tier 1 and Tier 2 staff.
• Act as a mentor to junior technicians, providing guidance and informal training as needed.
• Maintain security best practices across all IT infrastructure components.
• Participate in after-hours on-call rotation as needed for critical issues or planned maintenance.

Qualifications

• Required Certifications:
  • CompTIA A+ and/or CompTIA Network+
  • M365 Modern Desktop Administrator Associate
  • M365 Endpoint Administrator Associate
• In Progress or Near Completion (Preferred):
  • Microsoft Certified: Azure Administrator Associate
  • Cisco CCNA
  • CompTIA Security+ or equivalent
• 3–5+ years of progressive experience in Help Desk or IT Support roles, with strong Tier 2/3 background.
• Solid experience with Microsoft 365, Windows Server (2016/2019/2022), Active Directory, Group Policy, DNS/DHCP.
• Experience supporting or administering virtualization platforms (Hyper-V, VMware).
• Understanding of core networking principles (VLANs, switching, firewalls, routing, VPNs).
• Familiarity with scripting tools (PowerShell preferred) for automation and configuration.
• Strong analytical and diagnostic skills with the ability to think critically under pressure.
• Excellent verbal and written communication skills with a strong customer service focus.

Preferred Skills

• Hands-on experience with server hardware (builds, migrations, performance tuning).
• Experience with identity management and endpoint security tools.
• Exposure to enterprise backup solutions and disaster recovery planning.
• Experience with documentation tools like Confluence, SharePoint, or IT Glue.
• Comfortable with hybrid environments (on-prem + cloud).

Benefits

• Competitive salary range ($60,000 – $70,000) and benefits package.
• Opportunities for professional development and certification reimbursement.
• Pathway to promotion: Systems Administrator, Network Administrator, or Jr. Engineer roles
• Collaborative, growth-focused team environment.
• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance