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Voted Best of Hays “Best Place to Work” 2018–2020

Positions Available


The number one goal of everyone in our team is to make our clients exceptionally happy. The IT Technician Level 3 plays an important role in making sure that happens. The IT Technician Level 3 handles escalated support requests for the IT Service Delivery Team. They are assigned the support requests that the IT Tech can’t handle. When help is needed, the IT Technician Level 3 can turn to the Owner/CTO for guidance and support.

Responsibilities & Tasks

Customer Service

  • Work on and resolve escalated Helpdesk Tickets
  • Delight our Clients with a Friendly, Quick and Helpful Experience
  • Provide the Client with advanced remote troubleshooting
  • Remote Hardware Maintenance and Support

Use of Our Ticketing System

  • Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
  • Ensure that tickets are being completed by the IT Team in a timely manner
  • Managing and recording all work though our Ticketing System
  • Make sure that Client Documentation is well maintained
  • Split tickets that have several issues into their own individual ticket
  • Make sure that tickets aren’t “stale” throughout the process

Use of Our Monitoring & Management Tool

  • Review RMM dashboard and apply remediation actions as indicated by our Processes
  • Review regularly scheduled/automated actions as indicated by our Processes

Project Work

  • From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise, the IT Technician Level 3 may be required to help with project delivery

Communication, Reporting & Risk

  • Escalate tickets that require Service Delivery Manager support
  • Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
  • Submit Timesheets & Expense reports as indicated on their SOPs
  • Identify, Communicate and Mitigate potential risks to the Owner/CTO and Clients


  • Mentor the “Junior” Service Team Members
  • Follow the schedule provided by the Owner/CEO or Office Administrator
  • Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks
  • Follow all our Security Procedures and Keep a Vigilant Eye for Security Issues
  • Identify opportunities for improvement and make constructive suggestions for change
  • Contribute to the process of innovative change effectively
  • Undertake other duties as required by the Owner/CTO

Skills and Attributes


  • A love of (and ability to) Solve Problems & Challenges
  • Great Communications skills, founded in being a good listener
  • Advanced understanding of support tools, techniques and how technology is used to provide services
  • Advanced understanding of operating systems, business applications, printing systems and network systems
  • Advanced diagnosis skills of technical issues related to end-user hardware & software and network devices
  • Advanced experience and knowledge of working with the Microsoft 365 Platform
  • Must be able to type quickly and accurately while talking on the phone
  • A deep desire to deliver an amazing Client Experience
  • Advanced knowledge of IT Applications, Software & Hardware
  • The ability to speak both Geek and human
  • Driver’slicense
  • The ability to keep up with & adapt to the fast-paced IT world

Nice to Have

  • Experience using a Ticketing system/RMM Tool and PSA software
  • Experience providing support via remote tools
  • Experience handling Technical Service Tickets
  • Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
  • Client Experience Certifications such as Helpdesk Habits etc.
  • Experience working either on a Helpdesk or for a Managed Service Provider (MSP)/IT Support Business.


  • We have Health / Dental and Vision covered!
  • An easy-going environment and culture (we all enjoy what we do)
  • Company matching for 401K contributions
  • The flexibility to work from home (we run a Hybrid office)
  • Incentive to workout up to two hours a week, paid
  • A Proactive Approach to Ongoing Training to help you develop life-long skills

Career Growth

For someone looking to progress their role, the IT Technician Level 3 naturally leads into roles such as: the Service Delivery Manager or CTO.