Service Desk Level 3

At Stellar Elements, we're good people against bad experiences.

Whether it's customer, employee, or brand experience—we focus on closing the gap between business needs and what people actually desire. This takes passionate problem-solvers, brilliant minds, and deep wells of empathy.

Our clients love working with us because we understand their challenges, understand their customers, and we do great work while making each step of the process inspiring and energizing. We are a global force of nearly 1,000 experience experts, but we're still a close family with a vibrant array of talents and backgrounds—united in creating better experiences for all.

**Company Overview**:
At Stellar Elements, we solve our clients' business challenges by creating experiences that engage, innovate, disrupt, and delight. Our team is passionate about human-centric experience strategy, design and development and enjoys delivering amazing concepts and digital solutions for our clients. We have fun and enjoy hanging out with each other in a culture that supports and celebrates our diverse talents, backgrounds, and skills.

**Position Overview**:
The Service Desk Level 3 is responsible for monitoring incidents as they arise via various support channels and providing experienced troubleshooting and assistance. Will act as a point of escalation for Service Desk L2 team and will work with other IT teams to troubleshoot and resolve complex issues. Must maintain SLAs and ensure strong communication with the end user so long as the ticket is in their hands. Must possess a strong understanding of access management, hardware troubleshooting, and incident resolution. Advanced troubleshooting and analytical skills will be required to troubleshoot complex issues within their realm of control and in conjunction with other teams. Must be able to troubleshoot and resolve issues related to basic networking and wireless access in the office. Must understand hardware configuration for Mac and Windows laptops. Will transfer tickets to other teams within IT for any items outside their per view as defined by the Director of IT Systems.

**Responsibilities**:

- Provide advanced technical troubleshooting
- Act as primary escalation point for Service Desk L2 team
- Troubleshoot and analyze more advanced user issues
- Strong understanding of Mac and Windows Desktops
- Strong understanding of general network config and troubleshooting
- Handle escalations to teams outside of Service Desk
- Manage tickets to ensure SLA compliance
- Communicate ticket status and general updates to end-users
- Familiarity with Jira incident management a plus
- Collaborate with non-IT teams to troubleshoot advanced issues
- Assist Director of IT Systems and Service Desk L3 with other tasks or special projects as assigned

***Qualifications and Requirements**:

- 5+ Years of experience doing advanced IT troubleshooting
- Advanced technical troubleshooting skills
- Critical thinking and analytical skill set to handle troubleshooting and escalations
- Understanding of ticket systems and SLAs
- Customer focused outlook and attitude
- Ability to write and maintain troubleshooting Knowledge Base for Service Desk use
- Excellent verbal and written communication skills a must
- Comfortable working in a Mac and Windows environment
- Must be able to clearly set and manage end-user expectations
- Ability to manage inter-team communication
- Cross discipline collaboration skills a must
- A+, Network+, or O365 Certified a plus, but not required

**#LI-Hybrid**

If this sounds like you, let's talk

**We are an equal opportunity employer**
Stellar Elements and its subsidiaries complies with all applicable federal, state, and local laws regarding recruitment and hiring. All qualified applicants are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable federal, state, or local laws.