Level 3 Service Desk Technician -Lyra Technology Group
 
Lyra Technology Group is seeking an Level 3 Service Desk Technician for one of their operating companies.  As a Level 3 Service Desk Technician, you'll play a critical role in providing remote support to our clients. We are looking for a tech-savvy professional who thrives in a fast-paced environment and is passionate about helping businesses optimize their technology infrastructure.

Your work as a Level 3 Service Desk Technician will include several components:  

• Providing proactive and reactive remote technical support to our clients, via telephone, email, and remote control. Some examples include, but are not limited to, the following:
• Managing, installing, configuring, and troubleshooting hardware and software for servers, desktops, laptops, tablets, smartphones, printers, UPS units, firewalls, switches, and other computer systems and devices.
  • Works closely with clients, staff members, hardware and software vendors, and service providers.
  • Responding to monitoring alerts.
  • Performing computer account maintenance including setting up computers, decommissioning computers, and migrating settings and data.
  • Performing user account maintenance including adding and removing users, configuring user profiles, changing passwords, etc.
  • Providing technical support to end-users for computer and network related issues.
  • Managing onsite and offsite backups, spinning up virtual servers on onsite backup appliances and offsite at the data center, in both test and production scenarios.
  • Performing proactive work.
  • Serve as an escalation point for complex support issues.
• Documenting work performed including a description of issue work performed, time worked, and any follow-up required.
• Maintaining up-to-date client documentation.
• Working with fellow Service Desk, Field, and Project Consultants remotely or onsite at our clients' offices, implementing projects.
• Answering phones for inbound support calls when receptionist is not available.
• Occasionally providing in-person support to clients visiting our office or onsite at the client's offices.
• Demonstrating good oral and written communication skills, including ability to communicate technical information to non-technical people.
• Helping with training newly hired employees and cross-training existing employees.

Our ideal Level 3 Service Desk Technician has the following qualifications:

• Two-year associate’s degree or four-year bachelor’s degree in the field of computers, network administration or Information Technology, or equivalent experience and/or training.
• 5+ years of hands-on experience in the support of a variety of Microsoft networks for small and mid-size businesses is preferred.
• Prior experience in a Managed Services Provider (MSP) environment and/or IT consulting experience is preferred.
• Proficiency in installing and maintaining Azure cloud-based infrastructures is preferred.
• Training with the following general technologies is helpful:
  • Network administration; user account administration;
  • Computer account administration;
  • Security and permissions;
  • Group policies;
  • Server hardware, operating systems and software;
  • Workstation hardware, operating systems and software;
  • Virtualization;
  • UPS units;
  • Network switches;
  • Storage appliances;
  • Backup software;
  • Email;
  • Internet and web browsers;
  • Microsoft Office software;
  • Email and endpoint security, firewall appliances and wireless access points;
  • Remote access and smartphones;
  • Remote monitoring;
  • Management and ticketing software.
• Current relevant certifications from venders such as Microsoft and CompTIA is preferred. 

The targeted salary for this role is $85,000-$95,000 per year and will operate out of the Pittsburgh office on a hybrid basis. If you're motivated by meaningful client relationships, optimizing technology and working in a fast-paced work environment, we want to hear from you!