The IT Support Technician 3 ensures the continuity of computer system services for end-users by providing the technical expertise, responsive support, and proactive communication necessary to install computer software products, modify/repair hardware, and identify and resolve technical problems. In this role, you will collaborate with other IT professionals to implement and maintain computing and infrastructure assets for our end users. You will also serve as the first point of contact for employees seeking technical assistance over the phone, email or via our helpdesk ticketing system.

Duties and Responsibilities

• Serve as a point of contact for end users seeking technical assistance on a variety of issues related to hardware and software, providing this support via phone, email and in-person.
• Troubleshoot and resolve issues related to M365 services (Outlook, Teams, OneDrive, SharePoint) and Salesforce platforms.
• Log, prioritize, and manage incidents and service requests using IT helpdesk software (e.g., Jira).
• Handle onboarding and offboarding of user accounts and equipment, including asset management and tracking.
• Install, upgrade, and/or repair hardware and software on workstations and mobile devices.
• Perform basic administrative tasks in Salesforce such as user setup, profiles, permissions, role hierarchy management, and reporting.
• Install, configure, and upgrade applications and operating systems on end-user devices.
• Diagnose and repair or escalate issues with workstations, laptops, printers, and peripherals.
• Maintain detailed records of support requests, resolutions, and system changes.
• Provide basic end-user training for M365 and Salesforce, covering best practices and efficient use of tools.
• Research and recommend equipment or hardware upgrades or changes that may be helpful to achieve smoother operation for end-users.
• Monitor critical systems and services for performance, uptime, and security, reporting any anomalies to the appropriate teams.
• Support and assist with team and company IT projects.
• Keep current on computer hardware and software technologies.

 Other Duties

• Perform all other duties, as assigned.

• High School diploma or GED required, 2-year degree in technical discipline, and/or equivalent combination of education and/or experience.
• 5+ years’ progressive experience in an IT helpdesk or technical support role.
• Work experience in M365 services.

Preferred Qualifications

• Microsoft 365 Certifications (e.g., M365 Fundamentals, Associate)
• Salesforce Administrator Certification
• Experience with Salesforce.
• Experience with JIRA ticketing systems. 
• Familiarity with ITIL principles (ITIL 4 Foundation a plus).
• CompTIA certifications (can be obtained within 60 days of hire).

Knowledge / Skills / Abilities (KSAs)

• Strong understanding of M365 services, including user management, InTune, Active Directory, Azure, Office 365 applications, troubleshooting, and license administration.
• Experience with Salesforce configuration, user management, and reporting (Salesforce Administrator certification is a plus).
• Hardware support for Windows, Mac OS, and mobile devices.
• Familiarity with Active Directory, network fundamentals (IP, DNS, DHCP), and endpoint security solutions.
• Excellent troubleshooting skills, with the ability to diagnose and resolve technical issues efficiently.
• Strong verbal and written communication skills to provide clear technical support to users.
• Ability to interact professionally and empathetically with users at all levels of technical proficiency.
• Time management and organizational skills.
• Excellent organizational skills and high attention to detail.
• Ability to deliver results accurately and with a high sense of urgency.
• Knowledge of Information Technology network and systems technologies, processes, and methodologies. 

As a federal government contractor and a recipient of federal funding, Mythics and Emergent is required to abide by the Drug-Free Workplace Act, which requires Mythics and Emergent to provide a drug-free workplace, among other obligations.  As part of this effort, Mythics and Emergent requires pre-employment drug tests for all candidates for employment.  Please note that marijuana (including medical marijuana) is designated as a controlled substance under federal law and will be screened for in the drug test.

Why work at Mythics?

Because at Mythics, YOU count! At Mythics, our Corporate Values are at the foundation of everything we do. Our values, Respect – Empathy – Excellence – Fun (REEF), have created an environment that fosters creative thinking, respects your contributions, and accepts nothing less than excellence in serving our customers.  

At Mythics, you will experience a truly enjoyable corporate culture. But don’t just take our word for it! Mythics has been named one of Virginia’s Best Places to Work for 8 consecutive years!

Enjoy Tailored Benefits to Suit Your Needs with our Flexible Options. Our benefit options include:  

• Comprehensive Health, Dental, and Vision plans 
• Premier 401k retirement plan with corporate matching and a 529 college saving plan
• Tax-advantaged Health Savings Account and Dependent Care Flexible Spending Account options
• Legal Resources

 Unlock Exclusive Benefits for Full-Time Employees: 

• Generous work/life balance opportunities supported by a PTO bank, paid holidays, leave programs and additional flex time off
• Employee referral program
• Employee recognition, gift and reward program 
• Tuition reimbursement for continuing education
• Remote or hybrid work options
• Engaging company events such as team building activities, annual awards and kick-off parties
• Employee Resource Groups such as our Values & Women’s Leadership Committees – Focusing on charitable and volunteering events to give back to our community, creating an inclusive environment for all, and fun employee activities
• Health and wellness-focused activities
• Relaxation Spaces
• In-office gourmet coffee, tea, fresh fruit and healthy snacks
• Corporate GREEN approach – tracking energy consumption for reduction and purchasing only environmentally friendly products for our offices

Founded in 2000, Mythics is an award-winning Oracle systems integrator, consulting firm, managed services provider and elite Oracle platinum resale partner. Our business model is all about deep knowledge of Oracle technologies and business processes. We offer procurement and Oracle systems integration expertise across the full range of Oracle cloud, software, support, hardware, engineered systems, and appliances.  It’s a focus that gives us the critical business experience and the Oracle technology advantage you need to succeed.