As a Tier 3 Help Desk Support specialist, you will be responsible for providing advanced technical support and troubleshooting for escalated issues from Tier 1 and Tier 2 support teams. You will handle complex incidents and service requests related to hardware, software, network, and other IT infrastructure components. Your role will involve diagnosing and resolving technical issues, ensuring timely resolution, and maintaining ahigh level of customer satisfaction. This role is also required to be part of an on-call rotation.
Responsibilities
ESSENTIAL DUTIES AND RESPONSIBILITIES
Provide expert-level support for IT incidents and service requests escalated from service desk team members.
Diagnose and resolve complex technical issues related to hardware, software, network, and other IT infrastructure components.
Perform advanced troubleshooting using appropriate tools and techniques.
Collaborate with other IT teams and vendors to resolve issues and implement solutions.
Solution ways to automate common problems as well as thoroughly document solutions so they can be escalated back to Tier 1 and 2.
Document all support activities, including interactions, troubleshooting steps, and resolutions.
Ensure incidents are resolved within established SLA guidelines.
Proactively identify recurring issues and escalate to appropriate teams for resolution.
Participate in IT projects and initiatives as required.
Provide guidance and mentoring to service desk team members.
Knowledge, Skills, And Abilities
Proven experience as a team player in a fast-paced environment
Customer service-oriented attitude providing support to our retail co-workers
Hands-on experience with windows 10, windows 11, and RMM tools to provide remote support
Ability to set up and configure laptop, desktop hardware with imaging services
Excellent communication skills.
Strong analytical and problem-solving skills.
Professional certification (e.g., A+, Network+, Security+) is a plus.
Physical Requirements
Office environment with occasional requirements to work outside of normal business hours.
On-call rotation for network emergencies.
Ability to lift and carry up to 50 pounds.
Ability to work in confined spaces and to climb ladders and stairs.
Parker’s Companies is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Parker’s does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state, or local laws.
Seniority level
Entry level
Employment type
Full-time
Job function
Information Technology
Industries
Retail
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