What are the responsibilities and job description for the Senior Help Desk Technician position at Beringer Technology Group?
Senior Help Desk Technician (Tier 3 Support)
Location: Maple Shade, NJ
Job Type: Full-time
Salary: $39.42/hour
About the Role
We're seeking a skilled and proactive Senior Help Desk Technician to join our Managed Services team. This senior-level role focuses on resolving complex technical issues and mentoring junior technicians. If you're passionate about problem-solving, continuous learning, and using emerging technologies (including AI) to improve service delivery, we'd love to hear from you.
Work Schedule
This is an in-office, full-time hourly position, scheduled Monday through Friday from 8:30 AM to 5:00 PM.
Key Responsibilities
- Resolve Tier 3 support tickets with advanced troubleshooting across systems, applications, and infrastructure.
- Provide remote and in-person technical support to internal and external users.
- Perform root cause analysis and implement long-term solutions.
- Collaborate with vendors and third-party support teams to resolve complex issues.
- Act as a technical mentor and escalation point for Tier 1 and Tier 2 technicians.
- Offer guidance, training, and support to junior team members.
- Participate in team meetings and knowledge-sharing sessions.
- Create and maintain documentation, including SOPs and knowledge base articles.
- Support change management, patching, and system maintenance.
Qualifications
- Associate or Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).
- 3–5 years in IT support, with 1–2 years in a Tier 3 or senior technical role.
- Relevant certifications (e.g., CompTIA A /Network /Security , Microsoft MS-102/SC-300, Cisco CCNA).
- Strong communication skills and a client-focused mindset.
- Interest in applying AI tools to streamline operations and improve outcomes.
Technical Skills
- Advanced general knowledge, including:
- Advanced knowledge of Windows OS (7–11) and Windows Server (2012–2022).
- Experience with virtualization platforms (VMware/Hyper-V).
- Proficiency in Microsoft 365 administration (Entra, Exchange, OneDrive, SharePoint, Teams).
- Scripting experience (Batch, PowerShell).
- Advanced networking expertise, including:
- Troubleshooting firewalls (SonicWall), switches, and access points.
- Performing configuration changes: VLANs, VPNs, NAT, access rules, and routing.
- Understanding of network architecture and performance optimization.
- Disaster recovery proficiency, including:
- Restoring servers from backups.
- Managing client expectations during recovery.
- Coordinating full recovery processes through completion.
Additional Info
- Performance expectations include meeting or exceeding key performance indicators (KPIs) such as ticket response times, resolution rates, documentation accuracy, and customer satisfaction scores. Technicians are expected to proactively manage their queue, communicate effectively with clients, and contribute to continuous service improvement.
- After-hours support and on-call rotation begins after 90 days.
Job Type: Full-time
Pay: $39.42 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Retirement plan
- Vision insurance
Ability to Commute:
- Maple Shade, NJ Required)
Ability to Relocate:
- Maple Shade, NJ 08052: Relocate before starting work (Required)
Work Location: In person
Salary : $39