Secur-Serv, a division of Scantron Corporation, is a leading managed services provider of IT, print, and hardware services, with a security focus at the core of every service. Secur-Serv provides nationwide, on-site service to businesses of every size, focusing on the financial, manufacturing, transportation, and healthcare industries.

Secur-Serv is headquartered in Omaha, NE, and able to service our customers throughout the continental United States and Canada.

Why Scantron?

Join Scantron because we are committed to professional and personal growth, working with employees to develop a defined career path and helping them achieve their career goals with internal and external training and tuition reimbursement.

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We empower our employees to innovate and be a part of solutions that improve processes, systems, and transformation. We recognize and provide an environment where each and every employee can make an impact

• We have a generous benefits package for our full-time employees, which includes a EPO medical plan option, HSA medical plans with employer contributions to your HSA Account, dental, vision, company-paid life insurance, and company-paid short- and long-term disability coverage.
• Plan for your future with Scantron’s 401K savings plan with a generous company match. You are vested on your first day of eligibility in the plan.
• Participate in our company wide well-being program that also serves to lower your annual health insurance premiums.
• Explore new education and training opportunities with our Tuition Reimbursement Plan which covers up to $5,250, or use our LinkedIn Learning platform to develop your skills and career.

This is a remote, work-from-home position, and all qualified candidates are encouraged to apply in the continental U.S., with the exception of candidates from Colorado, California, Washington, and New York

POSITION SUMMARY

The Tier 3 Help Desk Technicians are responsible for providing advanced technical support and resolving complex issues escalated from Tier 1 and Tier 2 support teams. This position is a subject matter expert and plays a crucial role in maintaining the efficiency and productivity of our organization’s IT infrastructure.

ESSENTIAL RESPONSIBILITES

• Provide advanced technical support to end-users by troubleshooting and resolving complex hardware, software, and network issues.
• Serve as the escalation point for Tier 1 and Tier 2 Help Desk technicians, assisting them with complex technical problems.
• Investigate and resolve incidents and service requests within defined service level agreements (SLAs) and ensure timely resolution.
• Analyze and diagnose technical issues by utilizing appropriate tools and resources.
• Collaborate with other IT teams and vendors to ensure effective problem resolution and escalate issues when necessary.

• Document all troubleshooting steps, solutions, and incident details accurately in the ticketing system.
• Proactively identify recurring issues and propose long-term solutions or process improvements to prevent future incidents.
• Provide guidance and mentorship to junior help desk technicians, sharing knowledge and expertise.
• Stay up to date with the latest industry trends, technologies, and best practices to enhance technical skills and knowledge.

• Assist in the implementation, configuration, and maintenance of IT systems, including hardware, software, and network infrastructure.
• Participate in on-call rotation and be available to provide support during off-hours or weekends, as needed.
• Continued process improvement, including updating documentation, employee training and coaching on technical procedures.
• Other duties as assigned.

REQUIREMENTS

• Proven experience as a Tier 3 Help Desk Technician or in a similar technical support role.
• Strong knowledge of desktop operating systems, including Windows and Mac OS, as well as Citrix, networking, server maintenance, cloud security.
• Expertise in troubleshooting hardware, software, and network issues.
• In-depth understanding of Active Directory, DNS, DHCP, and other networking protocols.

• Proficient in using remote support tools to assist end-users.
• Familiarity with ITIL framework and incident management processes.
• Excellent problem-solving and analytical skills, with the ability to think critically and logically.
• Strong communication skills with the ability to explain technical concepts to non-technical users.
• Ability to work effectively in a fast-paced and dynamic environment, handling multiple priorities simultaneously.
• Experience with security procedures, Azure, Office 365

Preferred Education/Skills/Experience

• Bachelor’s degree in Information Technology, Computer Science, or a related field
• Industry certifications such as CompTIA A+, Microsoft Certified Solutions Expert (MCSE), or Cisco Certified Network Associate (CCNA)

WE ARE AN EQUAL-OPPORTUNITY EMPLOYER.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Tier 3 Help Desk Technician

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