What are the responsibilities and job description for the Level 3 Technician position at DSS - IT & Cyber Security Management?
We are seeking a highly skilled Level 3 IT Support Engineer to serve as a senior escalation point for complex technical issues across a multi-site environment. This role requires deep expertise in infrastructure, networking, security, and systems administration, with the ability to lead incident resolution, mentor junior technicians, and support business-critical healthcare operations.Experience supporting Dental and/or Medical practices is strongly preferred, including familiarity with EHR/PMS systems, clinical workflows, and healthcare compliance requirements.---Key ResponsibilitiesAdvanced Technical Support & EscalationAct as the highest-level escalation point for complex desktop, server, network, and application issuesTroubleshoot and resolve advanced issues involving Active Directory, Azure AD, Group Policy, DNS, DHCP, and identity systemsLead root cause analysis (RCA) and implement permanent corrective actionsHandle high-impact incidents with urgency and professionalismInfrastructure & Systems EngineeringDesign, deploy, and maintain Windows Server environments (on-prem and cloud)Support virtualization platforms (VMware, Hyper-V, Azure)Manage Microsoft 365 (Exchange Online, SharePoint, OneDrive, Intune, Defender)Support backup, disaster recovery, and business continuity solutionsNetworking & SecurityDiagnose and resolve advanced network issues (firewalls, VPNs, VLANs, routing)Experience with firewall platforms such as Meraki, SonicWall, Fortinet, or Palo AltoImplement and support security controls including MFA, EDR/XDR, DNS filtering, and email securityAssist with security incidents, investigations, and remediation effortsHealthcare Technology Support (Preferred)Support Dental and/or Medical IT systems such as:Dental: Dentrix, Dentrix Ascend, Eaglesoft, Open Dental, Dexis, imaging systemsMedical: EHR/EMR platforms, practice management systems, clinical applicationsUnderstand clinical workflows and minimize disruption in patient-care environmentsEnsure systems align with HIPAA and healthcare compliance requirementsLeadership & MentorshipMentor Level 1 and Level 2 techniciansAssist in creating documentation, SOPs, and knowledge base articlesParticipate in technology planning, standardization, and lifecycle managementCollaborate with vendors and third-party partners---Required Qualifications5 years of progressive IT support experience, including Level 3 or senior engineering responsibilitiesStrong expertise in Windows Server, Active Directory, Microsoft 365, and networkingProven ability to troubleshoot complex, multi-system issues independentlyExcellent communication skills and customer-facing professionalismExperience working in structured ticketing systems and following SLAs---Preferred QualificationsDental and/or Medical IT experienceHealthcare compliance knowledge (HIPAA, HITECH)Experience in multi-site or MSP environmentsCertifications such as:Microsoft (Azure, M365)Cisco / MerakiSecurity certifications (Security , CISSP – a plus)Experience with automation, scripting (PowerShell), or RMM tools---What Success Looks Like in This RoleCritical issues are resolved quickly with minimal business impactInfrastructure is stable, secure, and well-documentedJunior technicians grow through mentorship and guidanceHealthcare systems remain reliable, compliant, and optimized.Just tell me where this is going.
Salary : $100,000 - $155,000