Level 3 Service Desk Technician

A bit about Lyra…

Lyra Technology Group is a family of industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.

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!