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Description

The Tier III Help Desk Support role is responsible for providing advanced technical assistance and troubleshooting for complex IT issues that cannot be resolved by Tier I or Tier II support teams. This position serves as the highest level of escalation within the help desk and works closely with system administrators, network engineers, and other IT specialists to ensure timely resolution of critical problems.

Key Responsibilities:

+ Act as the final escalation point for technical issues, providing expert-level support for hardware, software, network, and security-related problems.

+ Diagnose and resolve complex system and application errors, including root cause analysis and long-term solutions.

+ Collaborate with Tier I and Tier II teams to provide guidance, mentorship, and knowledge transfer.

+ Manage and prioritize high-impact incidents, ensuring minimal downtime and business disruption.

+ Perform advanced troubleshooting on servers, network infrastructure, virtualization platforms, and enterprise applications.

+ Implement and maintain documentation for processes, solutions, and best practices.

+ Work with vendors and third-party support teams to resolve specialized issues.

+ Participate in system upgrades, migrations, and deployments as needed.

+ Ensure compliance with organizational IT policies, security standards, and regulatory requirements.

Requirements

Education: Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).

Experience: 5+ years in IT support roles, with at least 2 years in a Tier III or advanced technical support capacity.

Technical Skills:

+ Strong knowledge of Windows and Linux server environments.

+ Expertise in networking (TCP/IP, DNS, DHCP, VPN, firewalls).

+ Experience with virtualization technologies (VMware, Hyper-V).

+ Familiarity with cloud platforms (Azure, AWS) and enterprise applications.

+ Advanced troubleshooting and diagnostic skills.

Certifications: Preferred certifications include CompTIA Advanced Security Practitioner (CASP+), Microsoft Certified Solutions Expert (MCSE), Cisco CCNP, or equivalent.

Technology Doesn't Change the World, People Do.®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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