IT Support Specialist III

About The Role

The IT Support Specialist III serves as the highest level of technical escalation within the IT support team. This role requires extensive expertise in diagnosing and resolving complex technical issues across hardware, software, network, and systems environments. This role also plays a critical role in mentoring junior staff and implementing advanced solutions.

What You'll Do

• Serve as the escalation point for Level I and II support staff when tickets are unclear, complex, or require additional expertise.
• Investigate and resolve advanced technical issues related to hardware, software, and user accounts.
• Evaluate ticket trends and recurring issues to provide root cause analysis and recommend permanent fixes.
• Escalate critical incidents to management only after thorough investigation and resolution attempts.
• Collaborate with IT managers to evaluate service desk performance, identify gaps, and recommend improvements in workflows, SLAs, and ticket categorization.
• Review and analyze service desk tickets to ensure compliance with policies and efficient resolution.
• Develop and implement ticket prioritization strategies to streamline operations.
• Act as a liaison between the service desk team and other IT departments to facilitate effective communication and resolution of cross-departmental issues.