Helpdesk Tier 3

Job Location: Brooklyn, NY 11231 Salary Range: $80,000 - $90,000 per year Job Title: Helpdesk Tier 3 iPower Technologies is a growing IT Managed Services provider offering computer and network support to its nationwide base of clients. We have an immediate open position for a Tier 3 Support Technician that will provide remote support to its client base. This is an in‑house position. The ideal candidate values white‑glove service, demonstrates exemplary work ethic, reliability, and punctuality, and seamlessly transitions from desktop support to server and network issues as needed. Responsibilities Serve as an escalation point for support issues from Tier I and Tier II engineers. Support end‑users in help‑desk and on‑site environments, resolving hardware/software issues. Configure and support client systems, including hardware, networks, and applications. Manage multiple priorities and respond with proper urgency to situations requiring quick resolutions. Support and document the initiation, execution, and closing activities for program/project(s) and related support activities. Ensure performance metrics are met or exceeded. Maintain constant and proactive communication with customers and team members to mitigate issues and concerns. Simulate and recreate user issues to resolve operational difficulties. Recommend system modifications, if required, to reduce user problems. Escalate more complex issues to senior level technicians as appropriate. Promote and encourage a “one team” attitude at all levels internally and externally. Qualifications Windows 2008/2012/2016/2019 Server, Active Directory User Account Management, Basic Group AD Security Policy Management, Group Policy creation. Azure AD & Office 365 Account Administration. Office 365 Technologies including OneDrive, Sharepoint, and Teams. Microsoft Exchange. All Desktop Operating Systems: Windows 7, 8, 10, 11, Common Desktop Applications (e.g., MS Office, Adobe, Printers, Scanners). Network Appliances: Firewalls, Routers, Managed Switches. LAN/WAN, DNS, DHCP, Group Policy, Domain Controllers, Wireless Network Configuration & Troubleshooting. Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security. VMware and/or Hyper‑V experience. MUST have (MSP) experience. IT Support relating to technical issues involving Microsoft's core business applications, as well as virtual environments including Azure, AWS, Hyper‑V, and VMware. Backups, restores, and disaster recovery of systems/databases/network equipment. Acronis and Veeam experience is a plus. Skills Excellent written and verbal communication skills. Excellent troubleshooting skills, able to follow instructions. Strong documentation skills and the ability to create standard operating procedures. Punctual and time management skills. Availability for after‑hours and weekend support. Professional dress and demeanor required. Extremely service‑oriented; customer satisfaction is paramount. Problem‑solving mindset with willingness and ability to assimilate new technologies. Benefits Dental insurance, health insurance, vision insurance, life insurance, paid time off, and 401(k). Full‑time position. In‑person work at 120 3rd St, Brooklyn, NY 11231. EEO Statement: We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law. #J-18808-Ljbffr TGIPOWER LLC