Overview Highlight Technologies is seeking skilled and dedicated Tier 3 Help Desk technicians to provide technical support to a 24x7x365 center for the Small Business Administration (SBA) IT service center. Responsibilities • Serves as Tier 3 technical support for customers. Responsible for advanced troubleshooting, problem-solving, and technical support of all networked systems, including applications, mobile devices, and workstations. • Network and application management, configuration control, trouble ticket generation and management, and reports development and generation. • Followed documented procedures to direct, coordinate, and partner with various work centers, network engineers/system administrators, and customer organizations in the execution of daily tasks. • Fault monitoring and management. • Remote software updates/additional troubleshooting. • Requires knowledge of county applications to be able to resolve issues escalated from Tier 1 and Tier 2. • Knowledge of Windows & Mac hardware and software products for troubleshooting efforts • Escalate tickets when necessary, qualifying the complexity of issues and assigning the ticket to the proper support areas. • Mentors and trains employees. Qualifications • Eligible for Public Trust suitability. • Minimum of 5 years experience: o in the technology field with deep hands-on experience. o of supporting technology infrastructure. o with virtualization technologies and infrastructure. • Working knowledge of Service Now. • Broad knowledge base and fluent in multiple IT disciplines such as computing and networking, Active Directory, VDI, VTC, Cloud (Azure/AWS/etc.) • Manage and support end-user devices, such as desktop systems and other peripheral equipment. • Knowledge of Windows & Mac hardware and software products for troubleshooting efforts. • Thorough knowledge of desktop and business/technical support systems. • Excellent written and verbal communication skills; customer-facing interaction is required About Highlight For over ten years, Highlight has provided Development and Modernization, Secure IT, and Mission Solution services to our federal government customers. Our team knows the technology; we understand how our customers and their stakeholders work; and we know how to implement industry best practices to deliver high-quality, end-to-end solutions that minimize risk and maximize results. Since our inception, Highlight has had an employee-first mindset. Our mission is to provide employees with rewarding and impactful career opportunities. In 2021, Highlight’s founder, Rebecca Andino, implemented an Employee Stock Ownership Plan to embody and expand our culture of transparency, teamwork and rewarding the work of our employees. By becoming an ESOP, our employee-owners share in the success of the company through their ownership stake. To learn more about ESOPS, check out: www.esopinfo.org. We’re an Equal Opportunity Employer (EOE) that empowers our people to fearlessly drive change - regardless of their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, veteran status, or other characteristics. Our team is dedicated to foster diversity within our teams to promote creativity, innovation, and teamwork to deliver the best solutions for our customers. To receive compensation and benefits information for this role, contact us or email us at Recruiting@HighlightTech.com Please include the Req ID (this is at the top of the posting under the position title) in the subject line of the email. --- #cwlp