IT Support Technician Tier 3

Introduction to Silverado

Silverado Technologies is an award-winning, woman-owned Information Technologies firm that has been supporting businesses throughout Southern Arizona for more than twenty years. We empower business growth through technology. Providing our clients with real solutions and world class service that starts with understanding - and more importantly really caring about - the client's goals and concerns.

At Silverado, our most valuable resource is our people. Our team is made of skilled, passionate professionals that are always learning and mentoring. We value teamwork as well as a positive and collaborative environment. Our culture encourages, supports, and celebrates our staff by valuing work-life synergy, offering flexible time off and promoting community involvement with staff-selected charities. Regularly hosted company social events during office hours encourage our staff to connect and get to know each other in a relaxed setting.

Summary

Reporting to the Technical Services Manager, the IT Technician III, installs, maintains, tests, and repairs systems and networks in a variety of environments that are everchanging. Utilizes high level technical knowledge to implement and support IT initiatives. Provides technical support and resolves problems of a complex nature. Assists users/departments in implementing requests or proposals and in determining information systems needs during assessments. Provides technical expertise to peers and lower tiers to ensure customer satisfaction and timely issue resolution.

Requirements

•  Performs high level problem solving and assistance on diverse software applications and hardware systems for Silverado staff and clients
•  Performs varied technical assistance and maintenance duties; maintains and updates record keeping system; documents projects; writes and maintains user instructions
•  Performs moderately advanced technological systems support, maintenance, and testing for proper upkeep of systems; may troubleshoot and resolve moderately complex system hardware, software, and network failures and conflicts
•  Participates in the review, evaluation and recommendation of solutions relating to hardware and software acquisitions and/or network updates
•  Participates in research and development initiatives and provides assistance in the implementation of new technologies
•  Serves as a project member on technology projects with moderate scope and impact; may participate on technology projects with large scope and broad organizational impact
•  Performs the installation, configuration and maintenance of computers, workstations, network infrastructure and other related equipment and devices
•  Maintains currency of knowledge with respect to technology, equipment, and/or systems

 Performs miscellaneous job-related duties as assigned

Education And Experience

•  High School Diploma or GED
•  1+ years of Service desk or Customer Service
•  3+ years of Network Troubleshooting
•  IT related degree and/or certifications recommended (CompTIA, Microsoft, or equivalent)
•  Technical Writing Experience
•  Server Administration Experience
•  Microsoft Cloud services experience i.e. Azure AD, Entra ID, Microsoft 365 Admin Center
•  Remote Access tools such as ConnectWise ScreenConnect and Automate
•  Ticketing Systems such as ConnectWise Manage(PSA)
•  Strong leadership and mentorship skills
•  Maintain and demonstrate a high level of verbal and written communications

 Maintain and demonstrate the leadership and management principles based on Silverado's core values

Physical Requirements

•  May be required to lift up to 50lbs
•  The ability to sit and stand for extended periods; occasional crouching and stooping may be required

 Required to work in an office environment, or from home depending on certain circumstances

Benefits

•  Health Care Plan, partially subsidized by Silverado (Medical, Dental, & Vision)
•  Matching 401k Retirement Plan
•  Flexible Paid Time Off (Vacation, Sick, & Public Holidays)
•  Company Paid Life Insurance
•  Group Rates for Critical Illness Insurance, Individual Life Insurance, Disability Income Insurance, Accident Insurance
•  Paid Training & Development
•  Hybrid Office Model
•  Inclusive Company Culture