Tier 3 IT Support Specialist

Workforce Opportunity Services (WOS) is a leading 501(c)(3) nonprofit dedicated to developing the skills of high-potential individuals who may not have access to career opportunities. Through strategic partnerships, WOS connects motivated talent with organizations seeking to expand their workforce with skilled professionals.

Utilizing a scientifically based model derived from research conducted at Columbia University, we recruit, educate, train, and place high-potential talent with leading organizations around the world.

Overall Position Description:

• This role acts as the final internal escalation point for complex, critical, or deeply technical issues that cannot be resolved by Tier 1 or Tier 2 agents. Candidate must possess deep knowledge of specific infrastructure components, such as networking, server administration, or specialized software, and are responsible for root cause analysis to prevent future issues.

• Under limited supervision performs, installs, maintains, tests, and repairs systems and networks. Utilizes advanced technical knowledge to plan and lead the implementation of technical solutions. Provides technical leadership support and resolves problems of a comprehensive and complex nature.

• Complex Troubleshooting & Escalation: Serving as the Subject Matter Expert (SME) to diagnose and resolve high-impact, complex technical problems, including network outages, server failures, and application malfunctions.
• Infrastructure & System Administration: Managing, configuring, and troubleshooting server environments (Windows/Linux), virtualization platforms (VMware, Hyper-V), Active Directory, and cloud services (Azure, AWS).
• Root Cause Analysis (RCA): Conducting thorough investigations into persistent or critical issues to identify underlying causes, not just fixing symptoms.
• Mentorship & Documentation: Providing guidance and mentoring to lower-tier agents (Tier 1/2) and creating/updating knowledge base articles and technical documentation.
• Project Participation & Implementation: Assisting in or leading the implementation of new infrastructure, system upgrades, migrations, and deployments.
• System Upgrades & Deployment: Manage large-scale software deployments, OS imaging (MDT/SCCM), and infrastructure upgrades (servers, networking hardware).

Candidate Profile / Qualifications:

• Authorized to work in the United States
• Experience: 3 to 5+ years of experience in IT support, with specific experience as a Tier 2 or Tier 3 level in a MSP Service Desk environment.
• Technical Expertise:
  • Operating Systems: Advanced proficiency in all Windows OS versions and/or Linux.
  • Networking: Strong understanding of TCP/IP, firewalls, VLANs, and switch configuration.
  • Cloud/Virtualization: Experience with Azure, AWS, and VMware.
  • Scripting: Proficiency in PowerShell or other automation tools.
• Microsoft 365: all aspects of Microsoft applications
• Tools/Applications: ITSM Ticketing applications, Knowledge Base applications, Remote login applications, Computer Imaging applications
• Experience working at a Managed Service Provider (MSP)
• Experience working as local desk side support
• Problem-Solving Under Pressure: Ability to manage high-severity outages (HUI).
• Technical Documentation: Knowledge Base articles, and RCA reports.
• Communication: Communicating complex technical issues to non-technical users and leadership.
• Strong analytical and conceptual skills: the ability to own a technical task and work it to completion.
• Team Oriented: the ability to work in a team environment and relay pertinent information to Tier 1 & 2  team members

Certifications (Preferred): 

• Microsoft Certified Systems Engineer (MCSE)
• CompTIA Server+
• Network+
• Security+
• OR Vendor-specific certifications (e.g., Cisco, VMware).

Salary:

• $30.00/Hour (Plus Benefits)

Shifts:

• ONE of the following:
  • 7:00AM-4:00PM OR
  • 8:00AM-5:00PM

Location:

• Hybrid (3 days on-site / 2 days remote)
• Office Location: Dallas, TX

• Low Cost Health Insurance (after 90 days Full Time) 
• Paid Vacation (Accrual begins immediately - Available After 90 days Full Time) 
• Paid Company Holidays 
• Education (Tuition Assistance, Student Loan Reimbursement or Professional Development) 
• Individual Mentor 
• 401k Retirement Savings

Our vision is to empower early-career professionals to achieve long-lasting professional success and financial independence while supporting companies in building workplaces that reflect and engage with the communities they serve. We are in the business of creating dynamic partnerships that transform lives.