The Help Desk Level 3 individual will provide the highest level of support to the end users by handling high-level services requests. You will be challenged to participate at all levels (L1, L2 and L3) of service delivery and system support for the organization. He/she will share responsibility for the operational support of our network and server infrastructure – Local Area Networks (LANs), Wide Area Networks (WANs) including both wired and wireless, intranets and interfaces to the web. Since this is primarily a service position, he/she will need to possess and display the proper demeanor in any situation and be able to properly communicate with the IT Team, and other associates and vendors involved with an IT issue or initiative.



  • Perform changes to the network or server infrastructure, including equipment installation, software rollouts, upgrades and patching in a manner to minimize disruption of business operations
  • Monitor performance and identify opportunities for optimization of the network
  • Perform diagnostics of network issues, provides support for service desk staff
  • Update and maintain network documentation, assign IP addresses, and save device configurations
  • Configure network devices for new deployments per direction of senior staff, configure replacement network devices from backup configuration files
  • Assist in maintaining the health of servers via reboots or upgrades on patches and software upgrades
  • Work in partnership to support network servers and internal corporate servers
  • Assists in user desktop issues, helps with computer software installation for daily operational tasks such as proactive maintenance, management, monitoring performance, incident and problem management, security, and backup and recovery across the network infrastructure
  • Security; will require the implementation and maintenance of proper access control policies, including issuing credentials (ids), enforcing password policies and resetting passwords
  • Troubleshoot with off-site users or users in our China offices



  • Minimum Bachelor's degree in Computer Science, Networking, or IT strongly desired
  • Minimum of 4+ years’ experience
  • Experience with CISCO hardware/network and infrastructure equipment
  • AV/Media experience working with construction foreman/design/team and familiarity working with WAN/LAN/IPT & Security technology
  • Advanced knowledge of executing network technology rollouts and server/desktop troubleshooting
  • CCNA desired
  • Office 365 & SQL experience is a plus
  • Strong oral and written communication skills, rigorous follow-up skills, and ability to provide detailed documentation
  • Possesses a solid understanding of WAN circuit troubleshooting, including interacting with carriers (Verizon, AT&T, etc) as well as the procedures used to resolve these types of issues is strongly desired
  • Knowledge of network monitoring tools (SolarWinfs, snort, Nagios), firewalls (SonicWALL), routers, switches (cisco), and layer 2 and 3 protocol
  • Knowledge of managing network configuration, VLANs, routing, and subnets
  • Effectively problem solve, take initiative, and demonstrate critical thinking when necessary
  • Full-time position with flexible expectations of working non-standard hours and being on-call 24/7; schedule is considered 24/7 when required
  • Travel is expected between our corporate, satellite and retail locations during business and off-hours (%)


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