IT Service Specialist III

About the role

The IT Service Specialist III serves as a senior member of the IT Service team, providing advanced technical support and administration for end-user hardware, software, systems, and services across the organization. This role is responsible for resolving the most complex technical issues escalated from lower support tiers, administering a broad range of enterprise technologies, and ensuring a seamless end-user experience for both onsite and remote associates.

This role is a technical subject matter expert, partnering closely with Infrastructure, Security, and business teams to evaluate, test, implement, and support new technologies and system enhancements. The role plays a key part in project execution, process improvement initiatives, software deployments, and change management activities, while maintaining a strong focus on service excellence, operational efficiency, and data security.

Responsibilities

• Handles the most complex support calls and issues. Resolves issues based on internal service level standards.
• Documents all support call issues within tracking software.
• Performs administration on at least 75% of supported systems.
• Works closely with Infrastructure and business teams on software testing and evaluating end-user impact.
• Develops carefully controlled, phased implementations and resolves technical conflicts, keeping end-user experience in mind.
• Anticipates future needs and recommends improvements in processes or software implementations that improve customer experience.
• Provides mentorship, assistance and training to other team members as needed.
• Creates and maintains support and training documentation, and knowledgebase articles.
• Participates in data security audits and assists with implementing/monitoring security controls.
• Participates in project work as assigned to investigate new/changing technologies or issues.
• Processes computer access requests for networks and applications based upon standard guidelines and authorization criteria.
• Prepares equipment for end users including imaging, application installation, initial testing.
• Facilitates shipping of equipment to remote workers and installs/sets-up equipment for on-premise workers.
• Maintains accurate inventory records.

Qualifications

• Experience:
• 4+ years’ experience in a Microsoft windows user support role providing hardware and software support, Microsoft 365, Active Directory; Mac computer support, SCCM and group policy.
• Demonstrated ability to support at least 75% of supported systems.
• Education:
• Associate's Degree in computer science or a technology-related field.
• In lieu of Degree, may consider 2 additional years of directly related experience.
• Computer Skills:
• Must be proficient in the use of a PC, Mac and MS Office Suite, including intermediate to advanced functions.
• Technical knowledge of PC and Mac operating systems, web-based programs and internet browsers.
• Knowledge of networking and relationship databases.
• Technical knowledge of software installations.
• Other Skills/Qualifications:
• Excellent customer service skills.
• Strong analytical and problem-solving skills.
• Good verbal and written communication skills.
• Ability to handle multiple tasks simultaneously.
• Good time-management and prioritization skills.
• Ability to perform project work, including leading projects either independently or in a team setting.
• Ability to mentor and train others.