IT Support Technician III

Responsibilities

• Lead troubleshooting and resolution of critical hardware and software issues.
• Mentor and train junior IT support technicians.
• Maintain and update IT inventory and asset management records.
• Ensure compliance with company IT policies and procedures.
• Assist in training end‑users on the proper use of IT systems and applications.
• Respond to helpdesk tickets and resolve moderate compute issues in a timely manner.
• Conference room support and maintenance.

• Associate’s degree in a related field of study.
• 3+ years of relevant experience.
• Relevant experience can be considered as a substitute for the required educational qualifications.
• In the absence of a degree, a minimum of 5 years of related experience is required.
• Higher level relevant degree may substitute for experience.
• Experience in utilizing AI tools to enhance troubleshooting and ticket resolution processes, ensuring timely and effective problem‑solving.
• Understanding of AI operations and proven ability to assist users effectively in utilizing and navigating AI systems, including answering front‑line questions on how to best utilize AI tools.
• Advanced understanding of computer hardware, software, and network troubleshooting.
• Strong leadership and communication skills.
• Customer/solution ownership, an overall drive for excellence.
• Team focused with the capacity for knowledge sharing.
• Strong written and verbal communication skills with end users.
• Drive to maintain current knowledge of industry trends and potential impact on the business.
• Demonstrate a customer care philosophy that ensures a high level of customer satisfaction.
• Ability to understand user and business needs and translate to technical solutions.
• In‑depth knowledge of current IT technical standards as related to computers, printers, network technology, drivers, software troubleshooting, VPN technologies, RSA, Video Teleconference (VTC), and other related peripherals.
• Comprehensive troubleshooting skills of industry standard hardware and software products/services.
• The ability to obtain and maintain a Secret U.S. Security Clearance is required.