Technical Support III

Technical Support III

Salt Lake City, UT

Job Type

Full-time

Description

The IT Support Specialist III is entrusted with the vital task of implementing, administering, and supporting distributed systems, encompassing a wide array of end-user equipment, core infrastructure (servers, networking, firewalls), Microsoft and virtualized environments, all while upholding stringent security best practices. The position involves providing level 2 & 3 technical support, addressing a diverse range of technical challenges, and ensuring the seamless operation of the organization's technological framework.

The ideal candidate for this role is someone who combines a robust technical background with outstanding customer service skills and possesses a passion for fostering continuous learning and improvement within the Technical Services function.

• Assess, plan, and resolve Tier 2 & 3 issues efficiently and effectively to ensure minimal disruption to business operations and end-user activities.

• Be available for critical escalations involving site outages and perform disaster recovery as needed.

• Follow up with IT Support Specialist I & 2 escalations and provide insight regarding resolutions.

• Deliver exceptional customer service and manage priorities effectively to ensure critical tickets are addressed and resolved within established SLAs.

• Refine and improve service delivery by enhancing the ticketing system, automating the distribution and management of issues, and implementing self-help capabilities as well as knowledge base.

• Handle transferred calls to assist with escalated incidents or VIP customer support needs, ensuring a seamless escalation process.

• Accept incoming calls regarding open tickets that are awaiting client response.

• Manage handoffs from service management efficiently.

• Collaborate with teammates and customers to provide clear, effective communication during issue resolution.

• Relay critical updates promptly and professionally between technicians and customers.

• Become an integral part of the team, serving as a role model for our IT Support Specialist I & 2 technicians.

• Interface with all levels within the organization with tact and professionalism, especially during technical issues.

• Utilize strong verbal communication and telephone skills to support team collaboration and effective customer interactions.

• Demonstrate excellent customer service skills, with a focus on professionalism and problem-solving.

• Remain calm under pressure and exhibit poise in conversations, even in the worst challenging technical situations.

• Provide advanced troubleshooting for escalated issues within corporate office and other branch locations.

• Ensure accurate and up-to-date documentation of system changes and issue resolution activities.

• Consistently use change control processes to keep others informed of ongoing changes in client environments.

• Adhere to all Standard Operating Procedures (SOPs) for tasks, functions, and organizational policies and create SOPs for future use as needed.

• Demonstrate excellent documentation skills by providing detailed explanations of troubleshooting with screenshots to continually update ticket system knowledge base.

• Participate in continual education and skills development utilizing internal and external training programs.

• Chart your own path for career advancement with the support of leadership.

• Participate in the on-call rotation, providing after-hour support to end-user.

• Perform all other duties as assigned.

• Associate or bachelor’s degree in computer science, information technology, or other related discipline.

• 3-5 years of experience in tier III Help Desk or IT support environment.

• 3-5 years of experience using a ticketing system for issue resolution.

• Proficiency with Windows Server (2012/2016/2019/2022/2025).

• Familiarity with virtualization, primarily Hyper‑V and VMware.

• Experience with Microsoft 365 administration and troubleshooting, including troubleshooting via Power Shell.

• Proficiency with user account troubleshooting, both…