IT Support Technician III

Job Summary: Provide advanced technical support and solutions for internal users, diagnose and resolve complex software and hardware issues. Respond to help requests via phone and in person. Assist and train other IT Support Technicians with advanced projects, and perform installation, repair, and maintenance of computer hardware and software. Monitor and maintain daily performance of organizational computer systems.

Essential Job Duties and Responsibilities:

• Provides expert-level technical support to end-users via phone, email, remote assistance, and in-person.
• Diagnoses and resolves complex hardware, software, and network issues, escalating as necessary to ensure timely resolution.
• Installs, configures, and maintains computer systems, servers, network devices, and software applications.
• Administers and troubleshoots advanced IT systems and services, including Active Directory, Exchange, and virtualization platforms.
• Develops and implements IT security measures, policies, and procedures to protect company assets and data.
• Leads and participates in IT projects, including system upgrades, migrations, and deployments.
• Mentors and trains junior IT support staff, sharing knowledge and best practices to enhance team capabilities.
• Stays current on emerging technologies, industry trends, and best practices in IT support and administration.
   

Education and Experience Requirements:

Associate or Technical degree in Computer Science, Digital Programs, or related field and 5 years’ experience working in a service-oriented call center preferred. Bachelor’s degree in related field preferred. Certifications in other data analytics and coding programs such as Python, JavaScript, or C++ is a plus.

Knowledge, Skills, and Abilities:

• Advanced proficiency in all MS Office programs.
• Advanced knowledge with enterprise-level IT infrastructure, including servers, storage, virtualization, and cloud platforms.
• Must demonstrate analytical, problem solving, and interpersonal skills.
• Excellent written and verbal communication skills.
• Able to work independently and with others.
• Proven ability to lead and manage IT projects from conception to completion.
• Strong technical computer programming and trouble-shooting skills.
• High attention to detail.
• Demonstrates strong multi-tasking capabilities and organizational skills.

Essential Physical Functions:

• Frequent exposure to manufacturing facilities with seasonal hot and cold temperatures, dust, and some chemical fume exposure.
• Ability to sit comfortably for prolonged periods of time.
• Occasional travel as the job may require visiting customers and project sites.

Work Environment:

• Work is performed in a climate-controlled office setting.

Disclaimer:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. This job description is not an exhaustive list of all functions that the employee may be required to perform, and the employee may be required to perform additional functions. The company reserves the right to revise this job description at any time.  The employee must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the job, absent undue hardship.