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!