IT Support Specialist III

About the role

The IT Support Specialist III provides advanced technical assistance to end‑users, resolving a wide range of hardware and software issues. Working independently and often mentoring junior staff, the role requires sound judgment, initiative, and a strong customer‑service focus.

Key responsibilities

• Receive, log, and prioritize incoming help‑desk requests from end users.
• Gather detailed information, build rapport, and diagnose problems using appropriate tools.
• Escalate complex issues to senior technicians when necessary.
• Research solutions via knowledge bases, software updates, drivers and online resources.
• Install, configure, and maintain desktop and notebook PCs, including hardware setup, software installation, wiring and user training.
• Maintain accurate documentation of user information and problem resolution.
• Provide mentorship and guidance to less‑experienced team members.
• Perform other duties as required.

Required profile

• Associate degree (A.A.) or equivalent technical education.
• 5‑8 years of related IT support experience or an equivalent combination of education and experience.
• Demonstrated good judgment in selecting troubleshooting methods.
• Excellent interpersonal, listening and questioning skills.
• Ability to conduct independent research on a wide range of computing issues.
• Strong analytical and problem‑solving abilities.

Required skills

• Computer hardware knowledge.
• Computer software proficiency.
• Desktop operating systems.
• Server operating systems.
• Databases.
• Programming languages.