Tier 3 Desktop Support

Job Description

Tier III Desktop Support Specialist, FocusConnect IT

Denver, Colorado

Location:Must reside in Denver metro area and be willing to work in our office 4 days a week

Duration:Full-time position.

Benefits:Full benefits offered.

Compensation:$70,000

FocusConnect IT is managed service provider in Denver seeking an organized, responsible, and technically proficient individual with strong team collaboration skills to serve as a full time Tier III Desktop Support Specialist, in an established IT MSP serving clientele in the industries of government, medical, insurance, law, investment, and construction.

Essential Duties and Responsibilities:

The Tier III Desktop Support Specialist role calls for an individual who is seasoned in technical support experience, able to tackle more challenging support issues, lend a hand to our support team, our customers, and escalate to our engineering team when needed.This individual must be highly organized and willing to work behind a desk or in the field.Therefore, outstanding communication and customer service skills are required.

Demonstrate intermediate level technical skills in supporting the following types of environments:Azure, Azure AD, Active Directory, AD Group Policy, VPN set ups

Endpoint Management:InTune Group Policy, Ninja RMM, EDR or MDR solutions

Back up and disaster recovery:Preferred knowledge of Datto BCDR and Acronis BCDR, experienced managing BCDR for compliancy focused industries

Daily duties:Assist Tier I and Tier II teammates with tickets, manage tickets, communicate with clients in a professional manner, and collaborate effectively with teammates.Must be able to organize information, follow documentation, and create documentation to improve internal processes.

Networking skills:Basic networking knowledge is required:Cisco Networks, Cisco Meraki Networks, and Fortinet is preferred.Ability to install and configure basic firewalls and VPN.

All employees will be required to complete certifications on new platforms contributing to the overall direction of the company and to the skillset of our internal team.

Email management:O365, Exchange and G-Suite.

Experience with Mimecast email security is a plus.

Experience with email migration is a plus.

Technical skills must also include ability to deploy new equipment, maintain hardware and software, perform software upgrades, maintain cloud backup storage.

Knowledge, Skills & Abilities:

High level of technical and organizational skills required

Must have experience of tools and processes listed above

Ability to collaborate in a team environment setting and help others if needed

Exceptional oral and written communication skills

Demonstrate analytical, problem solving, and time management skills

Requirements:

Bachelors degree equivalent or higher in computer science, or related field experience

Minimum of 8 years of experience in the IT industry required

Minimum of 2 years of experience in a Tier III Support role / equivalent

Minimum of 4 years of experience in a Tier II Support role

Minimum of 2 years basic networking experience required

Produce 3 references for skills above, including 2 former supervisors

Must be able to pass a technical hands-on exam administered by our engineering team

Who We Are:

FocusConnect is an established IT Services provider (over 10 years) helping clients in government, insurance, financial, healthcare, legal, real estate, and construction development sectors in need of desktop support, network support, server administration, and compliancy frameworks.We are partnered with leading technology providers such as Cisco, Microsoft, Adobe, Datto, Autotask, Comcast, and other major providers.We assist such companies with implementing secure networks and deploying best practices for data security in todays challenging times.