Information Technology Consultant

The IT Support Specialist III provides advanced technical support to end users and other IT Support Specialists. This position is responsible for hardware, software, networking, environmental, and technical support while following established service management practices and operating procedures.

The role partners with IT subject-matter experts and infrastructure teams to identify and implement proactive solutions that improve productivity and support safe, reliable operations.

This position may require overtime and on-call responsibilities to provide 24-hour support for critical business operations.

• Provide technical support to users and user groups for software, hardware, peripheral equipment, and other IT-related issues.
• Serve as a Subject Matter Expert (SME) for designated applications.
• Review and proofread technical documentation used for troubleshooting and training.
• Train and educate team members on troubleshooting techniques and support procedures.

Manage IT issues through established tracking processes, including:

• Assignment and escalation
• Follow-up and closure
• Provide second-tier help desk support and maximize the IT support experience for end users.
• Provide end-user training and support for Microsoft applications.

Maintain, configure, and administer:

• Computers and hardware
• Systems software
• Applications
• Computer images
• Software packages
• Backup systems
• Disaster recovery processes
• Digital and analog communication equipment
• Lead teams and small projects with minimal supervision and participate in project planning and execution.
• Monitor, diagnose, and resolve hardware, software, network, and system issues.
• Replace defective components and replace technical issues when necessary, including manufacturing facility control hardware and software issues.
• Maintain cybersecurity and data-security protocols designed to protect sensitive information.
• Maintain and back up user profiles, data, and equipment for active and terminated employees.
• Provide technical support for internal asset procurement and inventory processes.

Maintain a centralized repository of:

• Software licenses
• Hardware assets
• Peripheral assets

Follow established processes, policies, and procedures supporting internal controls, including:

• IT General Controls (ITGCs)
• Managed Access (MA-xx)
• Managed Operations (MO-xx)
• Change Management (CM-xx)
• Data backup and recovery
• Data classification
• Information Technology Asset Management (ITAM)

Reports To: Supervisor, Site IT

Direct Reports: None

• Bachelor’s degree in a related field preferred.
• Associate’s degree may be considered.

• 4+ years of related professional work experience typically required to perform the essential functions of the position.

• Proficiency with Microsoft Office applications.
• Microsoft certification at an expert level preferred.

• Experience installing, configuring, and distributing:
• PCs
• Laptops
• Peripherals
• Understanding of server setup and configuration.

• Demonstrated expertise with software and hardware tools used for:
• Monitoring
• Package creation
• Testing
• Desktop and laptop configuration
• Compliance assessment

• Experience with technologies and standards used for software installation, deployment, and maintenance.

• Experience providing technical support and consultation based on user requests and reported problems.
• Ability to troubleshoot and resolve software, hardware, and peripheral issues.
• Demonstrated proficiency with voice and/or video communications.
• Strong active listening and collaboration skills.
• Ability to train, educate, and empower others.
• Ability to provide technical guidance tailored to end-user capabilities.
• Ability to communicate effectively with senior leadership.
• Ability to serve as a point of contact for IT-related issues in high-pressure environments.

• Demonstrated willingness to continuously develop technical knowledge and skills.
• Ability to challenge oneself and others to improve technical capabilities.

Supports the…