IT Support Specialist III

GENERAL JOB SUMMARY:

An IT Support Specialist III is a senior technical support professional who handles complex end?user issues, advanced troubleshooting, and operational support for systems and applications. This role typically works with minimal supervision, serves as an escalation point for lower?tier support teams, and may lead small projects or initiatives to improve IT service delivery.

ESSENTIAL JOB FUNCTIONS:

• Provide advanced technical support for hardware, standardized and proprietary software, telephones, mobile devices, VPN, printers, telephony, and network connectivity.
• Configure, deploy, and maintain Windows 11 desktop and laptop computers in an enterprise environment.
• Coordinate, troubleshoot and resolve incoming tickets, phone call and walk-up requests.
• Act as an escalation point for Tier I and Tier II support teams; resolve complex or high?impact incidents.
• Ensures priority support to senior leadership, including deadline driven or after-hours support as needed.
• Utilizes technical expertise and applicable company policies and procedures to resolve a variety of issues.
• Uses the IT Service Desk electronic ticketing system according to department procedures for the opening, closing, resolution, escalation, and tracking of user requests.
• Monitor queue regularly and dispense tickets to the applicable department or resource.
• Resolve 70% - 80% of all assigned tickets, and coordinates escalation to the appropriate Information Technology staff and/or vendor(s) for those requests that fall outside scope of assigned role.
• Manage user accounts, shared resources, and group memberships.
• May support multiple segments within the organization and builds on technical knowledge in those sectors.
• May provide access and connectivity support to external customers as needed.
• Notify leadership of any changes within site that may cause a change in volume, escalation, major outage, server issue, major move, and/or staffing issue.
• Supports and maintains open, professional, and effective relationships with leadership, user community, and peers.
• Onsite resource for other departments within IT, and assists with team maintenance and deployment efforts, including occasional after-hours support.
• Document troubleshooting steps, technical procedures, and knowledge base articles.
• Configure, deploy, upgrade, wipe, and repurpose mobile devices to established procedures.
• Maintains site IT desktop hardware and peripherals, including procurement, recycling, or destruction per department process.
• May contribute to IT projects such as upgrades, migrations, or new technology rollouts.
• Performs other duties as assigned.

SUPERVISORY RESPONSIBILITY:

• None

KNOWLEDGE, SKILLS & ABILITIES:

Required:

• Possess the knowledge, skills, and abilities to perform the assigned duties, including computer skills.
• Maintain sensitive and confidential information as required by company and government requirements.
• Communicate and interact effectively with peers, leadership, and end users, including maintaining respect for others, and following company policies.
• Have a willingness and ability to learn and utilize company technology for company required purpose.
• Ability to read, understand, and follow instructions.
• Ability to work in a fast-paced environment.
• Ability to maintain knowledge, skills, and abilities as it pertains to the job.
• Ability to organize and manage multiple priorities simultaneously in a deadline-driven, security centric environment.
• Self-starter with the demonstrated ability to learn/adapt to new technologies and techniques.
• Passionate for delivering excellence in customer service within a collaborative team environment.

Preferred:

• N/A

EDUCATION AND EXPERIENCE:

Required:

• Requires a Bachelor's degree and 4-6 years of related experience; or applicable certifications with a minimum of 4 years of related experience.
• Proven hardware and software experience, including Microsoft Windows 11, Office 365, Adobe products, VPN, Smartphone, as well as other out-of-the box, and proprietary software, and MFP's/printers.
• Networking experience, including wired and wireless troubleshooting and basic VPN connectivity issues.
• Current CompTIA A or Security certification, and/or ITLv4 preferred.

Preferred:

• N/A

WORK ENVIRONMENT/PHYSICAL REQUIREMENTS:

• Office and open cubical environment.
• Ability to sit for long periods of time.
• Ability to perform repetitive motion (keyboarding, mouse, phones).
• May be required to lift up to 50 pounds in accordance with General Safety Training guidelines.

TRAVEL REQUIREMENTS:

• 0-10% - May be required between locations.

THE ABOVE STATEMENTS ARE INTENDED TO DESCRIBE THE GENERAL NATURE AND LEVEL OF WORK BEING PERFORMED BY INDIVIDUALS ASSIGNED TO THIS CLASSIFICATION. THEY ARE NOT INTENDED TO BE CONSTRUED AS AN EXHAUSTIVE LIST OF ALL RESPONSIBILITIES, DUTIES AND SKILLS REQUIRED OF PERSONNEL SO CLASSIFIED.

A REVIEW OF THIS CLASSIFICATION HAS EXCLUDED THE MARGINAL FUNCTIONS OF THE CLASSIFICATION THAT ARE INCIDENTAL TO THE PERFORMANCE OF FUNDAMENTAL JOB JUTIES. ALL DUTIES AND RESPONSIBILITIES ARE ESSENTIAL JOB FUNCTIONS AND REQUIREMENTS AND ARE SUBJECT TO POSSIBLE MODIFICATION TO REASONABLY ACCOMMODATE INDIVIDUALS WITH DISABILITIES TO PERFORM THIS JOB PROFICIENTLY. THE REQUIREMENTS LISTED IN THIS DOCUMENT ARE THE MINIMUM LEVELS OF KNOWLEDGE, SKILLS, OR ABILITIES.

EEO/M/F/D/V

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