Level-3 Support Technician (JOB-4505)
Location: REMOTE; Omaha, NE
Terms: 6-Month Contract (with potential extensions)
Pay: $50-$60/hr. (Based on experience)
Note: Visa sponsorship is not available. We are unable to work with third parties.
Capstone IT is assisting our client, a nationally recognized leader in the insurance and financial services sector, to hire a Level-3 Support Technician for a fully remote, 6-month contract opportunity.
This role is ideal for a skilled IT professional with strong expertise in operating systems, hardware, and network troubleshooting. As the final escalation point for technical support issues, you will provide advanced diagnostics and resolution across enterprise systems. You’ll work closely with internal IT teams to ensure incidents are resolved efficiently, documented thoroughly, and analyzed for long-term prevention helping to maintain system stability and operational excellence.
Responsibilities:
- Perform in-depth diagnosis and resolution of complex hardware and software incidents.
- Conduct root cause analysis for recurring technical issues and implement long-term solutions.
- Monitor and manage support queues, escalating incidents appropriately to ensure timely resolution.
- Document technical incidents and resolutions clearly and accurately for knowledge base and audit purposes.
- Utilize advanced tools and scripting when necessary to support resolution efforts.
- Collaborate with cross-functional teams to improve incident response and support workflows.
Qualifications:
- Strong proficiency in installing, configuring, and troubleshooting Windows and macOS environments.
- Solid understanding of desktop/laptop hardware components and peripheral troubleshooting.
- Working knowledge of networking concepts such as TCP/IP, IP addressing, DNS, DHCP, and basic connectivity diagnostics.
- Experience in enterprise support settings with structured escalation processes and SLA-driven ticket resolution.
- Excellent documentation and communication skills, with the ability to clearly articulate technical findings to both technical and non-technical audiences.
- Proven ability to work independently and manage critical support incidents in a remote work environment.
Preferred:
- Experience working in enterprise IT support environments or for Managed Service Providers (MSPs) with high-volume ticket loads and strict SLAs.
- Familiarity with ticketing systems such as ServiceNow, Jira, Zendesk, or similar platforms.
- Demonstrated ability to conduct and document Root Cause Analyses (RCA) and develop proactive solutions.
- Self-starter who thrives in a remote work environment with minimal supervision and takes initiative in problem-solving.
Capstone IT is an EEO Employer
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