IT Support Specialist III

Responsibilities:

As a member of our Service Desk team, the successful candidate will be responsible for maintaining productivity of M.C. Dean staff by performing a variety of technical tasks including, but not limited to the following:

• PC configuration support, including troubleshooting advanced issues related to OS configuration, hardware/driver compatibility, network connectivity, and provisioning tools (e.g., MS Autopilot, MS Intune).
• Advanced account administration, including creation and management of project-specific groups, collaboration accounts, virtual desktop infrastructure (VDI), and secure environment access.
• Advanced configuration and troubleshooting of software compatibility and configuration issues for a wide range of applications, including but not limited to MS Office 365 components, engineering design software (e.g., BlueBeam Revue, Autodesk product suite, and related), and software as a service (SaaS) platform.
• Troubleshooting network connectivity issues in a geographically distributed / multi-site secure environment based on zero-trust network architecture.
• Initial Escalation-level support, including assisting more junior team members with their tasks, developing / improving technical procedures, and providing training.
• Reviewing and updating support requests (tickets) in the ITSM ticketing tool, providing regular updates, initiating escalations.

Experience, Knowledge, and Skills:

A successful candidate will have a high school diploma with 4+ years of relevant experience. Additionally, the candidate must have AZ-900 fundamentals, A+ and Network+ certifications, along with demonstrated experience performing the duties described above, and possess technical knowledge and related skills in the following areas:

• Windows 10, Windows 11, and, optionally, MacOS concepts, organization, and core administration and troubleshooting tools
• Microsoft Active Directory (AD), Azure AD / Entra ID concepts, administration, and troubleshooting tools
• Endpoint provisioning using Microsoft Intune, Autopilot, and comparable tools
• Familiarity of remote support tools
• MS Office 365 desktop application and collaboration tools (MS SharePoint, MS OneDrive, MS Teams) fundamental concepts, account provisioning, privileges, and troubleshooting tools
• TCP/IP networking concepts (IP addressing, routing), core protocols and services (e.g., DHCP, DNS) and troubleshooting tools

General and Behavioral Attributes:

To be successful in our fast-paced and ever evolving environment, a successful candidate should have a demonstrated track record of the following critical attributes:

• Attention to detail and strong analytical and advanced problem-solving skills relying on a combination of fundamental knowledge and independent analysis;
• Strong organizational, team collaboration, and mentoring skills to provide timely and efficient response to service requests while providing technical leadership to the support team;
• Exceptional oral and written collaboration skills utilizing a variety of tools including ticketing systems, email, MS Teams, conferencing, etc. in a multi-discipline and geographically distributed environment;
• Ability to handle challenging situations in a professional, cordial, and collaborative manner;
• Commitment to continuous learning and professional development.

Abilities:

• Exposure to computer screens for an extended period of time.
• Sitting for extended periods of time.
• Reach by extending hands or arms in any direction.
• Have finger dexterity in order to manipulate objects with fingers rather than whole hands or arms, for example, using a keyboard.
• Listen to and understand information and ideas presented through spoken words and sentences.
• Communicate information and ideas in speaking so others will understand.
• Read and understand information and ideas presented in writing.
• Apply general rules to specific problems to produce answers that make sense.
• Identify and understand the speech of another person.