Tier 3 IT Support Specialist

Location: Remote (Houston-based preferred)
Duration: Long-Term / Ongoing

At iSphere, we like to think of Tier 3 Support as part problem-solver, part hero, and part diplomat. We re looking for someone who thrives under pressure, loves the chase of troubleshooting tough issues, and still has enough personality left to make customers feel like they re in good hands.

This isn t an entry-level helpdesk gig. You ll be the one the rest of the team turns to when things get complicated taking ownership of escalations, mentoring others, and helping keep our systems, users, and clients running smoothly.

What You ll Do

• Lead the charge on critical customer incidents from communication and escalation to resolution.

• Keep our Service Desk standards sharp, efficient, and consistent.

• Solve advanced problems with computers, printers, POS systems, networks, and applications sometimes all before lunch.

• Work side-by-side with field techs, vendors, and business partners to keep everything up and humming.

• Track and manage tickets like a pro every issue, every note, every follow-up.

• Provide clear updates to users and leadership while making sure no detail slips through the cracks.

• Pitch in on IT projects and implementations because progress never pauses.

What You Bring

• 5+ years of IT support experience (you ve seen a few things).

• Strong networking know-how: VPNs, VLANs, and Cisco Meraki are part of your daily language.

• Hands-on experience with Exchange, Active Directory, Remote Access Tools, and the Microsoft ecosystem.

• You understand the guts of hardware, software, and connectivity and you re comfortable diagnosing across all of it.

• Excellent written and verbal communication skills because clarity matters as much as capability.

• Retail or field service experience? Big plus. POS experience? Even better.

Education & Training

• High school diploma or GED required; additional certifications are always a plus.

• You can read, interpret, and write documentation that actually makes sense.

Why You ll Love Working With iSphere

We ve been around for more than two decades because we believe great work starts with great people. We re not a revolving door our consultants stay because we treat them like teammates, not transactions. At iSphere, you ll find a group that knows how to take care of business and have a little fun doing it.

We re serious about quality, passionate about relationships, and we know how to keep the workday human.