The Tier 3 Support Technician serves as the senior escalation point on the Stambaugh Ness IT support desk, resolving complex technical issues across workstations, mobile devices, software, and infrastructure. This role pairs deep technical expertise with strong customer service to ensure user productivity is restored quickly and accurately.

In addition to handling escalations, the Tier 3 Support Technician trains and mentors Tier 1 and Tier 2 technicians, identifies recurring or systemic issues for root-cause remediation, and works directly with technology vendors to drive complex tickets to resolution. The role requires the flexibility to flex into Tier 1 and Tier 2 coverage as queue volume demands and the operational discipline to follow SOPs and escalation processes consistently.

This is a high-impact role within the IT support function, balancing hands-on troubleshooting with knowledge transfer, ticket discipline, and continuous process improvement.

What you’ll do at SN: 

Escalation & Issue Resolution

• Serve as the senior escalation point for complex technical issues across workstations, mobile devices, software, accessories, and printers.
• Demonstrate strong aptitude for identifying, analyzing, and resolving common and advanced technical issues across operating systems, hardware, software, and peripherals.
• Coordinate live support sessions with end users to diagnose and resolve issues efficiently.
• Work directly with technology vendors to drive ticket issues to resolution when escalation beyond the firm is required.

Ticketing System & SOP Discipline

• Prioritize ticketing system flow to ensure tickets are addressed in line with SLA and business impact.
• Document each service ticket with the level of detail needed for accurate handoff, audit, and knowledge reuse.
• Follow the standard operating procedures and escalation process defined for each environment supported.
• Identify recurring or systemic issues and surface them for root-cause remediation and process improvement.

Mentorship & Team Coverage

• Train and mentor Tier 1 and Tier 2 technicians on technical topics, troubleshooting methodology, and customer service practices.
• Fill in for Tier 1 and Tier 2 technicians as needed to maintain team coverage and queue throughput.
• Share knowledge proactively through documentation, runbooks, and team enablement sessions.
• Model professionalism, accuracy, and energetic teamwork that promotes integrity and results

Performance & Continuous Improvement

• Meet outlined KPI goals for ticket volume, resolution time, first-call resolution, and customer satisfaction.
• Develop the depth of skill required to troubleshoot and resolve approximately 99% of desktop-related issues without further escalation.
• Maintain currency on firm-supported technologies and pursue continuous learning across the Microsoft, virtualization, and networking stacks.

What you may have done before:  

• Operated in IT consulting for external or internal clients
• Managed an IT help desk for external or internal clients

What it takes to be a Support Technician, T3: 

• High School Diploma or GED required.
• 2+ years of experience as a Tier 2 technician on the SN IT support desk (for the internal promotion path), or equivalent senior support desk experience from another organization.
• CompTIA A+, Network+, and Security+ certifications required.
• Demonstrated track record of successful escalation handling, ticket throughput, and mentorship of junior technicians.

What's in it for you: 

• Health & Wellness Your Way: Choose from three medical plans designed to fit different needs and budgets.  
• Wellness Support: Access to Teladoc's zero-cost telehealth services and Husk Wellness for exclusive discounts on gym memberships, nutrition guidance, and mental health support 
• Time Off, When You Need It: Recharge with our flexible PTO policy and enjoy 10 paid holidays 
• Flexible Spending Options: Maximize your health and dependent care through employer-backed HSAs and FSAs 
• Peace of Mind: Your well-being is covered with employer-paid life, AD&D, and comprehensive short- and long-term disability 
• More Ways to Thrive: Tap into our Employee Assistance Program for support, plus access to InsurChoice for personal insurance options. 

Salary: The salary range for this position is an estimate of $95,000 - 115,000. A final compensation offer within this range will be based on factors including an individual’s skill sets, experience, knowledge, licensure and certifications, and geography.  

About Stambaugh Ness

At SN, we’re a powerhouse of passionate, talented professionals making a real impact, together. We believe that innovation thrives in an environment of engaged minds, even when fully remote. Here, you’ll be challenged, inspired, and supported by a team that embraces change and envisions the future. Fast-paced and fast-growing, we have created a close-knit team that genuinely enjoys working together.

SN believes in an inclusive workplace and is committed to building a team from a variety of backgrounds. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive the other benefits and privileges of employment. Underrepresented candidates and candidates from nontraditional backgrounds are strongly encouraged to apply. 

At SN, we serve clients in all 50 states with unparallelled AEC industry expertise and a diverse menu of services, including compliance, government contract services, strategic tax solutions, technology, and cyber risk advisory, data solutions, Deltek ERP software, strategic growth advisory, workforce and talent solutions, outsourced accounting, ownership transition, and mergers and acquisitions.  

Ready to redefine what your career can look like, from anywhere? We’d love to meet you.