IT Support Specialist III

Primary Function 

The IT Support Specialist III is a senior-level technical support professional serving as the top-tier escalation point for complex hardware, software, and network issues across the organization. Operating with a high degree of autonomy, this role resolves the most technically challenging helpdesk tickets, supports IT infrastructure maintenance alongside senior IT staff, and provides mentorship and technical guidance to IT Support Specialist I and II staff. The IT Support Specialist III delivers expert-level customer service while contributing to the continuous improvement of IT support operations. The position will be based in our Houston, Texas office located at 12031 Kurland Dr, Houston, TX 77034 and will report to Dashiell’s IT Manager. 

Duties & Responsibilities 

Employee may be called upon to perform any or all of the following functions: 

• Serve as the top-tier escalation point for the most complex and time-sensitive helpdesk tickets, including advanced system troubleshooting, multi-factor authentication issues, complex network problems, and application integration failures.
• Independently diagnose and resolve advanced hardware, software, operating system, and network issues across desktops, laptops, mobile devices, and peripherals. Support IT infrastructure tasks including server room maintenance, switch and access point troubleshooting, network cabling, and coordination with external vendors and service providers.
• Administer and maintain user accounts, group policies, security permissions, and email systems in Active Directory and Microsoft 365 environments.
• Lead workstation imaging, software deployment, and large-scale hardware refresh initiatives as directed by the IT Manager.
• Identify recurring technical issues and recommend process improvements, knowledge base articles, or training to reduce future ticket volume.
• Provide formal and informal mentorship to IT Support Specialist I and II staff, including guidance on troubleshooting methodology, ticket documentation standards, and customer communication.
• Support remote and regional office locations onsite or via remote access tools; travel to field offices or project sites as needed.
• Maintain accurate records of all support activities, resolutions, and asset information in the helpdesk ticketing system.
• Assist senior IT staff with security patching, backup verification, system monitoring, and disaster recovery testing as directed.\
• Communicate clearly with end users at all levels of the organization to diagnose issues and explain resolutions in non-technical terms.
• Provide after-hours support as business needs require.
• Perform special projects and complete other duties as assigned or requested. 

How You Will Make an Impact 

• Ensure rapid resolution of the most complex technical issues, minimizing operational disruption across the organization. 
• Elevate IT support team performance by mentoring junior staff and strengthening troubleshooting skills across all levels. 
• Improve IT service quality through identification of recurring issues and development of proactive solutions and knowledge resources. 
• Contribute to a stable, secure, and well-maintained IT environment through expert-level support and disciplined infrastructure assistance. 
• Build confidence across the organization by delivering dependable, high-quality technical support to end users at every level. 

Minimum Qualifications / Experience 

Required 

• Bachelor’s degree in Information Technology, Computer Science, or a related field required; equivalent professional experience of 4 or more years may be considered in lieu of a degree. 
• Minimum of 5 years of experience in IT helpdesk support or end-user technical support in a corporate environment. 
• Advanced working knowledge of modern desktop and server operating systems, Active Directory, group policy management, and Microsoft 365 administration. 
• Demonstrated experience troubleshooting complex network connectivity, VPN, and infrastructure component issues. 
• CompTIA A+ and Network+ certifications required. 
• Proficiency with Microsoft Office Suite and IT service management tools. 
• Outstanding customer service skills with a proactive approach to ensuring user satisfaction. 
• Strong analytical, problem-solving, and organizational skills with the ability to manage multiple complex tickets and competing priorities. 
• Excellent written and verbal communication skills; ability to communicate technical information to non-technical audiences. 
• Demonstrated ability to mentor and guide junior IT support staff. 
• Self-motivated and dependable team player with a high degree of professional accountability. 
• Driving is not required for this position; occasional travel to other offices or project sites may be requested. 

Preferred 

• CompTIA Security+ or Microsoft certifications (e.g., MS-900, MD-102, AZ-900). 
• Experience with IT asset management platforms, remote monitoring tools, or endpoint management solutions (e.g., Intune, SCCM). 
• Familiarity with server administration, virtualization (VMware, Hyper-V), or cloud services (Azure, AWS). 
• Experience supporting a multi-office or field-based workforce in a construction, engineering, or industrial environment. 
• ITIL Foundation certification. 

Physical Requirements 

LEVEL 2 – Office Professional (Light Mobility) 

• Ability to sit for extended periods during computer-based work. 
• Ability to stand and walk intermittently throughout the workday. 
• Occasional lifting of up to 20 pounds. 
• Occasional travel to other offices or meeting locations. 

Environmental Conditions 

• Primarily climate-controlled office environment. 
• Occasional exposure to field or industrial environments during site visits.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions as defined by Company policy.