IT Support Technician III

Overview

The IT Support Technician III provides advanced technical support, leads escalations, and contributes to the planning and execution of IT initiatives. This role serves as a senior resource for troubleshooting complex issues, mentoring junior technicians, and ensuring reliability and performance of company systems.

Shift

This role is in office only and does not have any remote opportunities at this time.

Pay

Up to $27.00/hour based on experience at the time of offer.

Benefits

• Medical
• Dental
• Vision
• Supplemental Insurances
• Paid Time Off (PTO)
• 401(k)
• Holiday Pay
• Potential Monthly Production Bonuses

Desired Traits/Requirements

• Strong attention to detail and excellent problem-solving skills.
• Advanced knowledge of Microsoft Windows, macOS, and Microsoft 365 administration.
• Strong understanding of networking concepts (DNS, DHCP, VLANs, firewalls, VPNs).
• Ability to troubleshoot complex hardware, software, and network issues.
• Excellent verbal and written communication skills.
• Ability to work independently and collaboratively within a team.
• Ability to mentor junior staff and provide expert-level support.

What you'll do

• Install, configure, and troubleshoot desktops, laptops, printers, mobile devices, servers, and network hardware.
• Resolve complex or high-priority user issues via phone, email, chat, or in person.
• Manage user accounts, permissions, and access across internal systems and cloud services.
• Document advanced troubleshooting steps, root-cause analyses, and process improvements in the ticketing system.
• Maintain and improve IT asset inventory, including lifecycle planning for equipment.
• Aid in and often lead the planning, execution, and support of IT projects, including upgrades, deployments, and system integrations.
• Provide mentorship and technical guidance to Level I and II technicians.
• Handle escalated tickets and serve as a subject-matter expert for specialized systems.
• Participate in evaluating new technologies and recommending improvements.

Experience Requirements

• 3–5 years of progressive IT support experience required.
• Experience supporting enterprise environments preferred.
• Prior experience handling Tier II/Tier III escalations strongly preferred.

Education Requirements

• A high school diploma or GED required.
• An Associate or Bachelor’s degree in Information Technology or related field preferred.
• Industry certifications strongly preferred, such as: CompTIA A+, CompTIA Network+, Security+ & Microsoft 365 or Azure certifications.

Equal Employment Opportunity

At Online Labels Group, we don’t just accept difference — we celebrate it, support it, and thrive on it to benefit our employees, our products, and our community. Online Labels Group is proud to be an equal opportunity workplace for all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.