IT Support Specialist

General Responsibilities

The IT Support Specialist serves as a Tier 3 escalation point for complex technical issues across our organization. This role is responsible for diagnosing and resolving advanced system, network, and application problems that cannot be addressed by Tier 1 or Tier 2 support. The specialist will work closely with upstream teams, including engineering, infrastructure, and vendors, to drive root cause analysis, implement long-term fixes, and improve overall system reliability.

Education And Experience Requirements

• A high school diploma or its equivalent required
• High school diploma or its equivalent required
• And A+, Net+, and Security + certifications*
• And Three (3) years of experience in Tier 2 or Tier 3 helpdesk support or system administration
• An equivalent combination of training and experience, which provides the required knowledge, skills, and abilities to perform the job may be considered
• Must be eligible to earn, and maintain, CJIS certification with FDLE
• If hired without one or more of the required certifications listed above, certification must be obtained within six (6) months of hire date

Knowledge, Skills And Abilities Required

• Knowledge of a broad range of relevant computer systems, applications, and/or related equipment
• Working knowledge of Active Directory, device management, and core networking concepts (DNS, DHCP, VPN)
• Knowledge of Microsoft 365 administration, including Microsoft Entra ID (Azure AD), Conditional Access, Intune and identity/access management
• Knowledge of ITSM/ticketing systems and service delivery best practices
• Ability to manage and resolve complex technical issues with minimal supervision
• Knowledge of computer security procedures and protocol
• Ability to analyze, design, develop, and implement operating systems, network, or application management scripts or processes
• Strong interpersonal skills, flexibility, and customer service orientation
• Ability to analyze complex computer problems and provide solutions
• Ability to communicate effectively, both orally and in writing
• Ability to communicate technical information to non-technical personnel
• Ability to analyze and create technical proposals and to expand upon them or develop alternatives
• Attention to detail
• Ability to work independently and as part of a team
• Thorough knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar
• Knowledge of applicable laws and policies
• Ability to prepare and maintain a variety of moderately complex to complex records, compile data, and prepare reports
• Ability to communicate clearly and effectively in a prompt, courteous, and professional manner