Technical Support Specialist Tier III

Job Summary

The Tier 3 IT Support Specialist serves as the escalation point for complex technical issues that cannot be resolved by Tier 1 or Tier 2 support. This senior-level position bridges the gap between frontline support and systems administration, providing expertise across desktops, servers, networks, and business-critical applications. The Tier 3 Specialist also assists with IT infrastructure projects, security initiatives, and technology rollouts.

The ideal candidate is a resourceful problem-solver with a strong technical foundation in both end-user support and enterprise IT systems. Success in this role requires the ability to work independently, mentor junior team members, and deliver excellent, timely service to employees and patients in a fast-paced healthcare environment.

Essential Duties & Responsibilities

• Respond to incoming help desk calls and emails from users and provide real-time senior-level support.
• Troubleshoot and resolve advanced problems with Windows client OS (Windows 10/11), Microsoft 365, Genesys CCASS, and business applications.
• Provide support for Windows Server environments (2016, 2019, and beyond), including Active Directory, DNS, DHCP, and Group Policy.
• Assist with network administration tasks, including switch, firewall, and wireless troubleshooting.
• Configure, maintain, and support network-connected devices such as printers, scanners, and medical imaging systems.
• Support and administer the organization's VoIP/telephony/telehealth systems.
• Perform, monitor, and validate backups/restores for critical servers, databases, and endpoints.
• Create, update, and deploy desktop and laptop images using Windows Deployment Services (WDS), SCCM, or similar tools.
• Administer user accounts, permissions, email distribution groups, and security groups within Active Directory and Microsoft 365.
• Provide remote troubleshooting using RMM tools, ensuring timely support for distributed staff.
• Document issues, resolutions, and processes in the ticketing system with accuracy and completeness.
• Partner with Tier 1/Tier 2 technicians to mentor and share knowledge, improving the team's overall capability.
• Collaborate with Systems Administrators/IT Leadership on infrastructure projects such as upgrades, migrations, and system rollouts.
  
  

Qualifications & Requirements

• Education: Bachelor's Degree in Information Technology, Computer Science, or related field preferred (equivalent experience strongly considered).
• Certifications:
• CompTIA Network or CCNA strongly preferred.
• Microsoft MCSA/MCSE or equivalent experience with Microsoft technologies.
• Additional certifications (e.g., Azure, VMware, security-focused) are a plus.
• Experience:
• Minimum 3-5 years in IT support, with at least 1-2 years at the Tier 3 or senior support level.
• Strong background in troubleshooting Windows OS, Active Directory, networking, and enterprise applications.
• Experience in healthcare IT, HIPAA compliance, or environments handling sensitive data is highly desirable.
• Skills:
• Excellent troubleshooting, documentation, and communication skills.
• Ability to handle multiple priorities and escalate issues appropriately.