Technical Support Specialist

Job Posting: Helpdesk Technician

Company: Tier 3 Technology Solutions
Location: Ankeny, Iowa (In-person at our new office in Prairie Trail)

About Us

At Tier 3 Technology Solutions, we live and breathe our core values: Passionate, Achieve With Precision, John T. (integrity, honesty, respect, and a good sense of humor), Never Quit, Evolve With Purpose, and Balance. We’re a team that’s passionate about delivering white glove concierge IT and cybersecurity solutions to our clients. As we open our new office in the vibrant Prairie Trail area of Ankeny, we’re seeking a Helpdesk Technician who embodies these values and is excited to grow with a team dedicated to excellence and collaboration.

Role Description

As a Helpdesk Technician at Tier 3, you’ll be the frontline hero for our clients, tackling technical issues via our ticket system, phone, or desktop app. This in-person role involves tier 1 and some tier 2 troubleshooting, with plenty of training provided to help you sharpen your skills. Additionally, some onsite time at client locations is required, so a valid driver’s license and a good driving record are essential. It’s an ideal position for someone ready to make an impact in a dynamic, supportive environment.

Key Responsibilities

• Respond promptly to helpdesk tickets and resolve issues
• Deliver tier 1 and tier 2 technical support through multiple channels (ticket system, phone, or desktop application)
• Meet Service Level Agreements (SLAs) by efficiently juggling multiple tasks and prioritizing client needs
• Communicate clearly and respectfully with clients to diagnose and solve their technical challenges
• Document issues and solutions accurately for team knowledge-sharing
• Collaborate with colleagues and participate in training to build your expertise
• Perform hands-on hardware tasks such as reimaging machines and replacing components as needed
• Bring a positive, upbeat, and can-do attitude every day

Qualifications

• Entry-level experience in a helpdesk or technical support role (experience is a bonus, but we value potential)
• Basic understanding of tier 1 and tier 2 troubleshooting
• Solid communication skills for engaging with clients and teammates
• Ability to document technical details clearly and concisely

Who You Are

• Passionate about technology and making a difference for clients
• Driven to achieve with precision, delivering accurate and effective solutions
• A reflection of John T.—full of integrity, treating others with respect, and bringing a dash of humor
• Someone who never quits, taking initiative to overcome obstacles
• Committed to evolving with purpose, embracing learning and adapting to change
• Able to balance modesty with confidence, thriving in a team setting

Why Join Us?

• Join a passionate team that strives for precision in everything we do
• Work in an environment rooted in integrity, respect, and a positive vibe
• Take advantage of growth opportunities that let you evolve with purpose
• Enjoy a balanced workplace that celebrates hard work and humility
• Be part of our exciting new chapter at our Prairie Trail office in Ankeny, Iowa

What We Offer

• Competitive salary (determined by skill, attitude, and willingness to jump in to solve issues)
• Beautiful, brand-new office space in the heart of Ankeny’s Prairie Trail
• Paid Time Off (PTO)
• Health insurance
• 401k plan
• Business casual dress code
• Team building time after hours quarterly – food, drinks and fun
• Standard work schedule: 8 AM to 5 PM with a one-hour lunch break (occasionally projects happen that require some weekend work)

How to Apply

Ready to bring your skills and values to Tier 3? Send your resume and a brief cover letter to HR@GoTier3.com. We can’t wait to meet you!

Job Type: Full-time

Pay: $19.00 - $25.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Work Location: In person

Salary : $19 - $25