Level 3 Senior IT System Administrator / Help Desk Engineer

Job Title:
Level 3 Senior IT System Administrator / Help Desk Engineer

Location:
Franklin, TN - Onsite (Local candidates only)

Salary:
$80,000 - $90,000 per year

Job Summary:
A Senior IT System Administrator / Level 3 Help Desk Engineer is responsible for handling complex IT issues and providing expert-level support to customers across a wide range of technologies. As a senior member of the team, you will resolve escalated technology requests, take ownership of critical IT infrastructure projects, and provide top-tier support for diverse environments. You will be expected to manage both on-site and remote tickets efficiently, ensuring excellent customer communication throughout the resolution process. This position is ideal for an experienced IT professional who excels in a dynamic, fast-paced environment, and can handle a variety of IT systems, including networking, cybersecurity, and Microsoft solutions. While this role is initially onsite, there may be an opportunity for hybrid work after 6 to 9 months based on performance.

Key Responsibilities:

• Provide advanced technical support across a variety of platforms, including MS 365, Active Directory, and networking infrastructure.
• Manage escalated tickets and troubleshoot complex issues related to servers, workstations, networking, and cybersecurity.
• Implement and maintain IT infrastructure, including configuring DNS, DHCP, default gateways, firewalls, and network switches.
• Collaborate with internal teams and clients to deliver exceptional IT solutions, ensuring customer satisfaction through clear communication and timely issue resolution.
• Mentor junior technicians and provide guidance on best practices and advanced troubleshooting.
• Maintain detailed records of work performed, including time tracking and issue documentation.
• Proactively seek opportunities for process improvement and skills development.
• Participate in on-call rotations for after-hours support as required.

Required Skills and Qualifications:

• 5+ years of experience in IT systems administration or help desk support, with at least 2 years in a Level 3 or senior role.
• Deep expertise in MS 365 administration, including Exchange, SharePoint, Teams, and OneDrive.
• Strong understanding of networking concepts, including DHCP, DNS, routing, firewalls, and VPNs.
• Experience with Active Directory, group policies, and domain management.
• Familiarity with cybersecurity principles and best practices, including endpoint protection and firewalls.
• Excellent troubleshooting skills with a firm grasp on server, workstation, and network diagnostics.
• Ability to prioritize tasks and handle multiple issues simultaneously in a fast-paced environment.
• Strong communication and customer service skills, with the ability to explain technical concepts to non-technical users.
• Commitment to continuous learning and professional development.
• Flexibility to work on-call for after-hours support as needed.

Preferred Qualifications:

• Industry certifications (e.g., Microsoft Certified: Azure Administrator, CompTIA Network+, or Security+).
• Experience working in a Managed Service Provider (MSP) environment.
• Knowledge of virtualization technologies (e.g., VMware, Hyper-V).

Benefits:

• 401(k) with matching contributions
• Health, dental, and vision insurance
• Health savings account (HSA)
• Paid time off
• Professional development assistance

How to Apply:
If you're an experienced IT professional ready to tackle advanced challenges and thrive in a collaborative environment, we encourage you to apply.