Level 3 IT Helpdesk Support Agent

Job Title : L3 IT Helpdesk Support Agent

Overview : We are seeking a proactive and customer-focused Helpdesk Technician to join our IT

support team. This role is responsible for providing first / second-level technical support through both our ticketing system and live chat. You will handle a variety of IT requests, including remote support, VoIP system troubleshooting, and hardware / software issues. The ideal candidate is detail-oriented, thrives in a fast-paced environment, and enjoys solving problems directly for end users. You will be the first point of contact for technical issues, ensuring fast, professional, and effective resolutions.

Responsibilities :

Ticket Management : Respond to, troubleshoot, and resolve incoming tickets related to remote support, VoIP issues, hardware problems, and other IT service requests.

Live Chat Support : Provide real-time support to users via live chat, handling the same range of technical issues with accuracy and professionalism.

Issue Diagnosis & Escalation : Identify problems, provide solutions when possible, and escalate complex issues to higher-level support.

Documentation : Accurately log all support interactions, resolutions, and steps taken into the ticketing system for tracking and knowledge sharing.

Customer Service : Maintain a high level of professionalism, empathy, and clear communication while working with end users to resolve their issues quickly and effectively.

Collaboration : Work with internal team members to identify recurring issues, suggest improvements, and support long-term fixes.

Compliance & Standards : Follow internal processes and ensure all support actions align with IT and security policies.

Maintenance Weekends : Provide support and perform maintenance during designated weekend windows (Last weekend of every month).

Example Types of Support Requests Youll Handle :

Remote support for user desktops, laptops, and applications

Troubleshooting VoIP phone hardware and call connectivity issues

Diagnosing and resolving software errors and login / access issues

Assisting with office equipment setup and peripheral connections

Handling general IT-related requests and service disruptions

Qualifications :

Proven experience in IT field support or a related role.

Strong understanding of hardware installation and configuration.

Proficiency in operating system installations and troubleshooting (Windows Server, Windows Desktop).

Knowledge of network equipment and cabling.

Excellent problem-solving and troubleshooting skills.

Strong communication and customer service skills.

Ability to work independently and as part of a team.

Preferred Qualifications :

CompTIA A+, Network+, or Server+ certifications.

Experience with MSP (Managed Service Provider) environments, including :

Remote monitoring and management (RMM) tools.

Ticket management systems.

Client documentation and reporting.

Managing and maintaining client IT operations infrastructure (Network, Security, Server, and Workstation).

Implementing and managing secure HIPAA compliant solutions.

Following established service level agreements (SLAs).

Schedule : Night Shift EST (8 : 30 AM - 5 : 00 PM) and one Saturday per month

Setup : Remote

Why Join STAFFVIRTUAL?

• Competitive compensation and benefits package

HMO Day 1 + FREE dependent coverage

De minimis and allowances

Attendance bonus

Paid time offs

Company-provided work setup (laptop, monitor, accessories)

Training, career growth, and global exposure

A collaborative and supportive team culture

If you're a motivated, client-focused professional who's ready to grow with a company that values people and performance, wed love to hear from you. Apply now and join our dynamic team at STAFFVIRTUAL!