Helpdesk Technician- Level 3

Job Description

Job Description

GL Staffing seeking an experienced Helpdesk Technician- Level 3 to serve as an escalation point for our technical team and a client-facing problem solver. The ideal candidate is technically strong but also brings personality, patience, excellent customer service, and strong communication skills.

This role handles complex technical issues, works directly with clients, helps prevent recurring problems, and supports junior technicians through knowledge sharing and mentoring.

Location: Gainesville, FL ( Onsite)

Salary: $70,000–$80,000/year

Key Responsibilities

• Handle L2/L3 escalations and complex technical issues through resolution.
• Provide professional, patient, and responsive client-facing support.
• Troubleshoot Windows Server, RDP/Remote Desktop Services, VPN, and networking issues.
• Diagnose issues involving DNS, DHCP, TCP/IP, and firewalls.
• Identify recurring problems and implement root-cause solutions.
• Document solutions and update procedures and knowledge-base articles.
• Manage tickets through ConnectWise Manage, focusing on first-time resolution.
• Mentor and support junior technicians.
• Communicate technical issues clearly to both end users and executives.
• Participate in a light rotating on-call schedule of approximately 4-hour Monday and Tuesday shifts.

Requirements

• 5+ years of IT support experience.
• Previous MSP experience supporting multiple client environments.
• Strong troubleshooting skills with Windows Server, RDP, VPN, and networking.
• Experience with Microsoft 365 and basic Azure.
• Experience with RMM platforms such as Datto RMM, NinjaOne, ConnectWise RMM, or similar.
• Experience with security platforms such as ThreatLocker, Huntress, or similar.
• Strong written and verbal English communication skills.
• Excellent customer service skills and a patient, professional, and approachable personality.
• Ability to explain technical issues to both technical and non-technical users.
• Ability to work U.S. Eastern Time hours.

Certifications

CompTIA, Microsoft, Azure, and other relevant certifications are a plus.

What We Offer

• $70,000–$80,000 salary
• AI tools to enhance productivity
• Ongoing training and professional development
• Company-provided remote work equipment
• 100% employee-only health insurance coverage
• Life and AD&D insurance
• 401(k) plan
• Birthday and work-anniversary recognition
• Predictable on-call rotation with no weekends or 24/7 requirements
• Collaborative and supportive team environment

We are looking for someone who combines strong technical expertise with a great attitude, patience, personality, and a genuine commitment to providing excellent customer service.

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