Help Desk Support Tech III

Join Our Team: Service Desk Support Technician III

Fortis is looking for a skilled, leadership-oriented Help Desk Support Technician III to join our Service Desk team. In this role, you will be a pivotal technical resource, resolving complex issues and mentoring junior staff to ensure our clients' IT systems operate at peak performance. If you are a technical expert who thrives in a fast-paced environment and enjoys building strong client relationships, we want to hear from you.

The Role at a Glance

As a Level III Technician, you will serve as the primary point of contact for escalated technical issues. While most support is handled via remote management tools, you may occasionally provide onsite support to resolve open issues.

Key Responsibilities:

• Expert Technical Support: Troubleshoot and resolve complex hardware, software, and network problems across Windows and macOS environments, Office 365, Active Directory, and cloud services.
• Leadership & Mentorship: Provide guidance and professional development support to Tier I and II Technicians.
• Client Success: Communicate technical solutions clearly to non-technical stakeholders and build lasting client relationships.
• Operational Excellence: Maintain precise documentation of configurations and troubleshooting steps, and contribute to the development of best practices and standard operating procedures.
• Team Rotation: Participate in a team rotation to respond to after-hour emergency calls.

What You Bring to the Table

We are looking for a candidate with a deep technical foundation and a proactive, "lead-by-example" attitude.

Required Qualifications:

• Experience: At least 5 years in a help desk or technical support role (MSP environment preferred).
• Education: Bachelor’s degree in Computer Science or a related field is preferred.
• OS Knowledge: Extensive experience with Windows OS and familiarity with Windows Server v2012 to current versions.
• Networking & Security: Solid understanding of TCP/IP, DNS, DHCP, VPN clients, and security best practices like 2FA.
• Hardware: Expert knowledge of PC hardware, including part replacements and hard drive swaps.
• Soft Skills: Superb customer service, strong problem-solving abilities, and the capacity to handle large call volumes while accurately tracking time.

Preferred "Plus" Skills:

• Relevant certifications (CompTIA A , Network , Security , or MCP).
• Experience with ConnectWise products (PSA, RMM, ScreenConnect).
• Experience configuring managed switches and routers (MikroTik, SonicWall, or Meraki).
• Working knowledge of VoIP and Unified Communications.

Why Fortis?

At Fortis, we foster a culture of continuous learning. You will have the opportunity to stay up-to-date with the latest industry trends through self-study and training while sharing your insights with a collaborative team.

Note: This position requires the ability to learn and apply technical information in a demanding environment and a willingness to work overtime or weekends as projects require.

Pay: From $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• Are you able to travel for extended periods of time (several weeks)?
• How would your co-workers describe your work style?
• Why should we hire you over someone else?
• What is the most challenging thing you've done in your life?
• Are you willing to work more than 40 hours a week and some weekends?
• How do you deal with an angry customer?
• What's your strongest skill?
• What is your weakest skill?
• What is the best advice you've ever received?
• Describe a time you failed.

Ability to Commute:

• El Dorado Hills, CA 95762 (Required)

Work Location: In person