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The IT Technician III is a crucial member of the Operations team, reporting to the Technical Services Manager. This position is responsible for installing, maintaining, testing, and repairing systems and networks. Utilizing advanced technical knowledge, the IT Technician III implements and supports IT initiatives and provides technical support to resolve moderately complex problems. As part of the escalation path, the IT Technician III possesses strong troubleshooting skills and is expected to address complex technical issues and escalate to higher-level support when necessary. Additionally, strong client support skills are required to ensure that the IT Technician III can communicate effectively with clients, provide guidance, and resolve any concerns or issues. The IT Technician III also serves as a mentor to other members of the Operations team, sharing knowledge and expertise to facilitate professional growth. Overall, the IT Technician III is a versatile and highly skilled member of the Operations team, playing a critical role in ensuring the effective functioning of systems and networks while providing excellent client support.

Requirements

Duties and Responsibilities

• Performs general problem-solving and assistance on diverse software applications and hardware systems for Silverado staff and clients.
• Performs varied technical assistance and maintenance duties; maintains and updates record keeping system; documents projects; writes and maintains user instructions.
• Performs advanced technological systems support, maintenance, and testing for proper upkeep of systems; may troubleshoot and resolve complex system hardware, software, and network failures and conflicts.
• Participates in the review, evaluation and recommendation of solutions relating to hardware and software acquisitions and/or network updates.
• Participates in research and development initiatives and aids in the implementation of new technologies.
• Serves as a project member on technology projects with moderate scope and impact; participates in technology projects with large scope and broad organizational impact.
• Performs the installation, configuration and maintenance of computers, workstations and other related equipment and devices. Maintains currency of knowledge with respect to technology, equipment, and/or systems.
• Experience with firewalls, WAN, and VPN configurations
• Understanding of and experience with cloud-based solutions (M365, AWS, Azure)
  • Understanding of and experience with Windows Server operating systems
  • In-depth knowledge of all recent Windows desktop OS
  • Functional understanding of AD, DNS, DHCP, and Group Policies
  • Familiarity with IT security best practices
• Performs miscellaneous job-related duties as assigned.

Education and Experience

• Bachelor's or Associate's Degree in technology-related field or equivalent work experience.
• 2+ years of Tier 3 service desk experience, or track record with proven skillset
• Strong leadership and mentorship skills
• Maintain and demonstrate a high level of verbal and written communications
• Maintain and demonstrate the leadership and management principles based on Silverados core values

• Network+
• Microsoft (server, M365, etc)
• Security+
• CCENT

Physical Requirements

• Be able to lift up to 30 pounds
• Be able to work as an after-hours on-call escalation engineer in a rotating schedule
• May be expected to sit at a desk for long periods of time
• Can expect to spend long hours in from of a computer screen
• Could involve travel to client sites

Benefits

• Health Care Plan (Medical, Dental, & Vision)
  
• Retirement Plan (401k, IRA)
• Paid Time Off (Vacation, Sick, & Public Holidays)
• Short Term & Long Term Disability
• Training & Development