Technical Help Desk III – Mining Technology Support
Location: Tucson, AZ (Onsite)
Schedule: Wednesday–Sunday, 7:00 AM–3:30 PM (Training schedule Monday–Friday for approximately 4–6 months)
Pay: $30.00–$31.45/hr + Medical, Dental, Vision, 401(k) Match, PTO
Duration: 24-month contract with intent to convert to a full-time employee upon successful completion of the assignment.
Position Overview
We are seeking a Technical Help Desk III professional to provide advanced support for mining technology systems and applications. This role serves as a dedicated technical resource responsible for troubleshooting complex issues, conducting root cause analysis, supporting critical incidents, and ensuring timely resolution of customer and dealer-facing support cases.
The ideal candidate has a strong technical troubleshooting background, understands networking fundamentals, is comfortable reviewing logs and large datasets, and enjoys working across multiple systems to identify and resolve issues.
Key Responsibilities
- Respond to and resolve technical support cases involving software, hardware, networking, and system-related issues.
- Troubleshoot application, connectivity, and system performance problems through log analysis and diagnostic tools.
- Conduct root cause analysis and document findings for escalations and long-term corrective actions.
- Provide weekend hotline coverage and support urgent technical incidents.
- Create and manage support tickets, document resolutions, and maintain accurate support records.
- Review technical logs, system data, and network activity to diagnose issues and identify trends.
- Collaborate with internal teams, technical specialists, and customers to resolve complex problems.
- Support password resets, system administration activities, and other operational support functions.
- Develop troubleshooting documentation, knowledge articles, and escalation materials.
Required Skills
- Strong networking fundamentals, including protocols, connectivity troubleshooting, packet analysis, and network diagnostics.
- Windows administration experience, including user accounts, permissions, authentication, and system support.
- Advanced troubleshooting and root cause analysis skills.
- Experience reviewing logs and investigating large datasets to identify patterns and resolve issues.
- Ability to document technical findings, escalation details, and support procedures.
- Basic SQL knowledge for troubleshooting and data investigation.
- Basic scripting or programming knowledge with the ability to understand and follow code syntax.
- Excellent customer service, communication, and problem-solving skills.
Preferred Experience
- Technical support, help desk, systems support, application support, or operations support experience.
- Experience with ticketing systems and incident management.
- Exposure to log monitoring, diagnostic tools, or network troubleshooting tools.
- Experience supporting enterprise applications and customer-facing systems.
What We’re Looking For
- Someone with a strong troubleshooting mindset who can work across networking, systems, applications, and logs to identify root causes.
- Ability to work independently while managing multiple priorities.
- Strong critical thinking and pattern recognition skills.
- Comfortable working directly with customers, building relationships, and de-escalating issues when necessary.
- Ability to thrive in a collaborative, fast-paced support environment.
- A naturally curious problem solver who enjoys digging into unfamiliar systems and figuring out how everything connects.
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