Information Technology Support Technician Level 3

Capstone IT Staffing; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A leading company in the insurance and financial services sector is seeking a Level-3 Support Technician for a fully remote, 6-month contract. The ideal candidate will have strong expertise in operating systems, hardware, and network troubleshooting. Responsibilities include diagnosing technical issues, collaborating with IT teams, and ensuring efficient incident resolution. This role offers competitive pay and a chance to contribute to operational excellence.

Benefits

Medical insurance

Vision insurance

401(k)

Disability insurance

Qualifications

• Strong proficiency in installing, configuring, and troubleshooting Windows and macOS environments.
• Experience in enterprise support settings with structured escalation processes.
• Excellent documentation and communication skills.

Responsibilities

• Perform in-depth diagnosis and resolution of complex hardware and software incidents.
• Conduct root cause analysis for recurring technical issues.
• Document technical incidents and resolutions clearly.

Skills

Windows

macOS

Networking

Documentation

Communication

Tools

ServiceNow

Jira

Zendesk

Job description

Information Technology Support Technician Level 3

Information Technology Support Technician Level 3

This range is provided by Capstone IT Staffing. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$50.00/hr - $60.00/hr

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

Our website: https://www.capstonec.com

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Connect with us on LinkedIn: https://www.linkedin.com/company/capstone-it-omaha-kansas-city

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology and Engineering

• Industries

  IT Services and IT Consulting, Financial Services, and IT System Training and Support

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Disability insurance

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