Specialist, Technical Support
About The Position
The IT Service Desk Specialist III provides proficient Tier 1 through Tier 3 service desk support across a broad range of technical categories. The role handles complex incidents and serves as a senior technical resource for escalations and as a technical reference for the service desk team. Working under general supervision, the Specialist manages a broad range of service desk responsibilities with competence and reliability, and contributes to knowledge management, quality improvement, and the development of junior staff. A valid state driver's license and a clean driving record are required to operate a company vehicle.
Requirements
- Possess a valid state driver's license and maintain a clean driving record to operate a company vehicle.
Responsibilities
- Handle Tier 1 through Tier 3 tickets across hardware, software, network, and application support categories.
- Serve as a technical escalation point for complex incidents, guiding resolution and coordinating with second-line teams.
- Develop and maintain knowledge base articles, resolution guides, and escalation procedures.
- Assist in onboarding and training new service desk staff by sharing technical knowledge and procedural expertise.
- Identify recurring incident patterns and recommend systemic improvements to reduce ticket volume and resolution time.
- Contribute to service desk quality assurance activities by reviewing ticket quality and providing peer feedback.
- Support after-hours and on-call coverage as part of operational staffing requirements.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
