Tier 3 IT Technician

Emerald Technology Group, a fast-growing IT managed services provider and consulting firm in Eugene/Springfield Oregon, has an opportunity for an experienced and highly detailed Tier III IT Technician .

Why Work for Us:

• A culture of “absolutely doing the right thing,” that values taking care of colleagues, clients, and our community
• An opportunity to work with cutting-edge technology and ambitious and talented colleagues.
• A fun, work hard - play hard environment.
• Opportunities to expand, grow and develop personally and professionally – you won’t be pigeonholed into specific technologies.

Position Summary

As a Tier 3 Technician at Emerald Technology Group, you will play a pivotal role in ensuring the smooth operation of our clients' IT environments. Your role would encompass a blend of fieldwork, technical support, consulting, and project collaboration. Beyond resolving day-to-day IT issues, you will act as a trusted consultant to our clients, building strong relationships with their teams and gaining a deep understanding of their organization. Your ability to learn the nuances of each client's operations will enable you to provide tailored recommendations and implement IT solutions that enhance their organizational efficiency and growth. Additionally, you will contribute to larger-scale projects and mentor junior staff, leveraging your expertise to drive continuous improvement both within Emerald Technology Group and for our clients.

Key Responsibilities

• Helpdesk Support: Respond to helpdesk calls and tickets, resolving issues for users efficiently and effectively.
• User Onboarding and Offboarding: Perform user onboarding and offboarding processes, ensuring all accounts and access are correctly managed.
• Equipment Deployment and Decommissioning: Deploy new IT equipment and decommission old equipment including computers, monitors, peripherals, printers, and other IT assets.
• Server and Network Management: Manage server and network environments, including administrating, troubleshooting and installing basic network equipment such as switches and wireless access points.
• Fieldwork: Spend time in the field at customer sites, addressing on-site issues and ensuring client satisfaction.
• Advanced Troubleshooting: Handle complex technical issues that have been escalated from Tier 1 and Tier 2 technicians.
• System Design: Design and implement IT solutions for clients including (but not limited to): Windows Server Infrastructure, Active Directory, Entra ID, SharePoint & OneDrive, Mobile Device Management
• Mentorship: Provide guidance and mentorship to Tier 1 and Tier 2 technicians, helping them develop their technical skills and knowledge.
• Project Management: Lead and manage IT projects, ensuring they are completed on time and within budget.
• Consultant: While having their best interests in mind, engage with clients to understand their organization. This can include processes and challenges that are both technical and non-technical in nature. Offer insights and recommendations for solutions that can drive efficiency, productivity, security, and growth.
• Standard Operating Procedures: Help develop, maintain, and refine standard operating procedures to ensure consistency and efficiency in operations.
• Customer Documentation: Develop and maintain comprehensive customer documentation.
• Tickets: Manage your own tickets and time entries.
• Training: Conduct training sessions for clients and internal staff on new IT systems and solutions.
• On-Call Availability: Be available to respond to after-hours emergencies, ensuring timely resolution of critical issues.

Qualifications

• Relevant associates or bachelors degree preferred, relevant work experience will be considered.
• Proven experience in a tier 3 IT support role, preferably within a managed services provider environment.
• Advanced knowledge of server and network management, including complex network troubleshooting and installation.
• Excellent communication and interpersonal skills, with the ability to mentor junior staff and collaborate with senior engineers.
• Ability to work independently and manage multiple projects simultaneously. Manage time effectively to meet client needs.
• Willingness to perform after-hours maintenance tasks and be on-call for emergencies as required.
• Demonstrated ability to deliver exceptional customer service, including strong relationship-building skills and a commitment to understanding and addressing client needs.
• Able to work independently and as part of a team.
• Exceptional written and oral communication skills required.
• Self-Motivated.
• Should enjoy learning new things.

Physical Demands

While performing the duties of this job, an individual is regularly required to talk and hear. The person must lift and/or move up to 50 pounds. The individual is frequently required to stand, walk, sit, and use hands and fingers to handle or feel, and reach with hands and arms. The person must have good close and distance vision, be able to distinguish color and focus easily. The person may be required to climb up and down tall ladders, several flights of stairs and use elevators. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

Benefits

• Company issued cell phone
• Professional Development Assistance
• Employer Matching IRA
• Health, Vision, and Dental Insurance
• Paid Time Off
• Company issued vehicle

Conclusion

As a Tier 3 Technician at Emerald Technology Group, you will be a key member of our team, providing the highest level of technical support and expertise. Your advanced technical skills, combined with your ability to mentor and collaborate, will help drive our success and the success of our clients.

Job Type: Full-time

Pay: $65,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• On call
• Weekends as needed

Education:

• High school or equivalent (Required)

Experience:

• Microsoft Windows Server: 3 years (Required)

Language:

• English (Required)

License/Certification:

• Driver's License (Required)

Ability to Commute:

• Springfield, OR 97477 (Required)

Ability to Relocate:

• Springfield, OR 97477: Relocate before starting work (Required)

Work Location: In person

Salary : $65,000 - $90,000