Position: Helpdesk Tier III

Location: Fairfax, VA [Travel locally within the State of Virginia]

Citizenship: US Citizens or US Permanent Residents

Certification: A , Microsoft Certification, or any Industry Certification

Summary:

SPN Solutions Inc. seeks an experienced Helpdesk Tier III professional to join our dedicated team, supporting our clients. This role demands an individual who excels at providing top-tier IT support in a multifaceted and dynamic environment. As the zenith of our helpdesk team, the Helpdesk Tier III will address advanced technical challenges, ensuring that the solutions align seamlessly with the strategic objectives of our clientele.

Qualifications:

• A minimum of 7 years of experience in a Helpdesk role, with at least 3 years at a Tier III level.
• Proven experience in ITSM and ITIL frameworks, showcasing the ability to align IT services with business objectives.
• Strong analytical, problem-solving, and decision-making skills.
• Exceptional communication skills, both written and verbal.
• Demonstrable skills in managing tools like Connectwise RMM, Connectwise Automate, Auvik, and IT Glue.

Duties and Responsibilities:

Information Technology Service Management (ITSM) Support:

• Provide a structured approach to service design, transition, and operation, ensuring that IT services are aligned with the needs of the business.
• Facilitate proactive problem management to detect and resolve issues before they impact end-users.
• Streamline incident resolution processes to minimize downtime and ensure rapid service restoration.
• Manage service requests of end users efficiently and effectively, leveraging structured systems for optimized performance.
• Oversee changes in IT, ensuring all are assessed, approved, and implemented in a controlled manner, minimizing disruptions.
• Ensure all IT services adhere to agreed-upon performance targets, conducting regular monitoring and addressing any deviations.

Problem, Incident, and Service Request Management:

• Address IT incidents with precision and promptness, while analyzing patterns to determine and address root causes.
• Efficiently manage and execute service requests, ensuring timely service delivery and user satisfaction.
• Implement a structured problem response process, logging, assigning priority, and ensuring timely resolution.
• Regularly provide comprehensive reports detailing requests, resolutions, and progress status to all relevant stakeholders.

Client Collaboration and Support:

• Engage in robust client communication and consultation, ensuring the alignment of IT solutions with client objectives.
• Participate in regular reviews and feedback sessions with clients, ensuring services consistently meet or exceed expectations.
• Handle IT support for a vast user base, showcasing the ability to scale and adapt to varied client needs.
• Manage IT infrastructure aspects, from hardware and software management to vendor relationships, ensuring cohesive and uninterrupted service delivery.

Related Duties:

Helpdesk Remote Management and Automation:

• Use ConnectWise RMM to continuously monitor client systems and networks for potential issues.
• Implement proactive maintenance measures based on RMM alerts.
• Respond to real-time performance metrics to optimize system functionality.
• Streamline patch management, ensuring timely software updates.
• Generate detailed reports on system health, performance, and vulnerabilities.
• Use ConnectWise Automate to configure and deploy automation scripts to address recurring issues and routine tasks.
• Streamline software deployment across various systems.
• Optimize scheduled maintenance tasks for minimal business interruption.
• Oversee remote system diagnostics and issue resolution.
• Utilize automated tools for data backup, restoration, and recovery processes.

System Monitoring:

• Use tools such as Auvik to monitor network traffic, device performance, and infrastructure health.
• Utilize topology mapping for a clear visual representation of IT infrastructure.
• Quickly identify and address potential bottlenecks or system failures.
• Set up real-time alerts to preemptively address network issues.
• Analyze historical data to identify network performance trends and areas for improvement.

Helpdesk Documentation:

• Leverage tools such as IT Glue to document critical system configurations, protocols, and processes.
• Maintain an up-to-date repository of IT knowledge base articles and solutions.
• Ensure consistent record-keeping of device inventories, licenses, and warranties.
• Implement and maintain data structure and relationships for easy retrieval.
• Collaborate with team members using shared documentation to ensure seamless issue resolution.

Helpdesk Ticketing:

• Leverage helpdesk ticketing system such as ConnectWise Manage (Ticketing System) or Remedy and Service now to Log, prioritize, and track all incoming service requests and incidents.
• Assign and escalate tickets based on severity, impact, and skill set required.
• Maintain regular communication with end-users, updating them on ticket status.
• Generate regular reports on ticket metrics, resolution times, and pending issues.
• Review and analyze ticket trends to recommend improvements in IT processes and training.

Operating System Imaging:

• Create, maintain, and deploy standardized operating system images for Windows 10 and Windows 11.
• Regularly update OS images with the latest patches, drivers, and essential applications.
• Optimize imaging processes using imaging tools for quicker deployments.
• Store and manage OS images securely, ensuring quick access and restoration capabilities.
• Collaborate with system admins and other IT personnel to ensure images are tailored to organizational needs.

Computer Break/Fix Duties:

• Diagnose hardware and software issues on desktops, laptops, and peripherals.
• Perform hands-on repairs on malfunctioning hardware components.
• Reinstall or update faulty software and applications.
• Recover data from failing or damaged storage devices.
• Provide guidance and advice to users on best practices to prevent recurrent issues.

Additional Helpdesk Tier III Tasks:

• Collaborate closely with IT departments and stakeholders for large-scale projects and rollouts.
• Mentor Tier I and Tier II helpdesk staff, sharing knowledge and insights.
• Keep abreast of the latest trends in IT, attending training sessions and workshops.
• Evaluate and recommend new tools and technologies to enhance IT support processes.
• Coordinate with vendors and third parties for warranty claims, replacements, and advanced technical support.

The Helpdesk Tier III position at SPN Solutions Inc. represents a unique opportunity for seasoned IT professionals to make a tangible difference in a dynamic and ever-evolving environment. We're looking for someone who not only possesses the technical expertise but also the dedication to drive excellence in every task they undertake. If you have the skills, experience, and drive to excel in this role, we invite you to be a part of our esteemed team.