Tier 3 – Expert Support Specialist

Remote
Full Time
Mid Level
Summary:
The Tier 3 Expert Support Specialist is the highest-level technical resource for escalation and resolution of complex IT issues. This role involves scripting automation, analytics via Power BI, endpoint management, and senior-level diagnostics across enterprise systems and applications.
 

Qualifications:

  • Bachelor’s degree in IT, Computer Science, or related field

  • Required Certifications:

    • Microsoft Certified: Power Platform (Power BI Data Analyst)

    • Microsoft Certified: Windows Server / Active Directory

    • ITIL Intermediate or Expert Certification

    • CompTIA Security+ or CASP+

    • Advanced PowerShell training

Technical Proficiencies:

  • All Tier 1 and Tier 2 technical skills

  • Advanced PowerShell scripting for automation

  • Power BI development and dashboard/report automation

  • Endpoint management using tools like Intune, Workspace ONE, Jamf, and Apple Business Manager

  • Senior-level troubleshooting and final escalation support for all platforms and applications

Experience:

  • Minimum 5 years advanced OS support (Windows/macOS/iOS/Android)

  • Minimum 5 years Active Directory administration

  • Minimum 5 years Microsoft Office 365 platform support

  • Minimum 3 years supporting VPN and remote access technologies

Minimum 3 years scripting in PowerShell and developing Power BI solutions

Additional Requirements:

Strong communication and customer service skills are essential, as the Tier 1 IT Service Desk Representative serves as the first point of contact for technical support. The ability to prioritize tasks, follow documented procedures, and work both independently and collaboratively in a fast-paced environment is critical. May be subject to background checks or other security clearances based on client requirements.

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