Tier III Support Specialist

Job Title: IT Support Specialist III

Work Location: Farmers Branch, TX

Duration: 6 month contract to hire

Education/Experience Required: A minimum of five (5) years of recent and related work experience in IT in a technical role with similar responsibilities.

Job Description:

• Responsible for resolving escalated IT issues, performing advanced troubleshooting, and documenting all requests.
• Provides technical support for hardware and software installation, repair, maintenance, AV systems, and network-related problems. Works closely with peer teams and management to address Partner needs and contributes to a shared knowledge base that strengthens overall team performance.
• Serves as the escalation point for complex technical issues that exceed Tier I and Tier II support capabilities.

Responsibilities:

• Mentor and Training: Provides mentorship and training to Tier I and Tier II Support staff, sharing technical expertise and guiding them in troubleshooting and best practices. Oversee knowledge base content by reviewing, updating, correcting, and publishing articles.
• Inventory and Budget Management: Oversees equipment purchase approvals, asset allocation, cost charge-outs, and maintains stock levels.
• Onboarding and Offboarding: Supports processes by managing user accounts and security access. Ensures licenses, role ‐ based permissions, equipment standards, and system configurations match the requirements of each job role, adjusting as needed for both new hires and existing employees.
• Customer Response Management: Ensures quality and timely responses to requests, defines standards for quality and customer satisfaction, recommends process improvements, and develops new procedures.
• Project Management: Completes company initiative tasks within the project management tool and sets milestones to support team goals.
• ITIL Compliance: Guides ITIL compliance for Problem and Change Management events. Conduct general testing and quality evaluation of new products (hardware and software) introduced into the organization.
• Vendor and Partner Relations: Establishes and maintains relationships with Partners and vendors.
• Systems Administrator Backup: Provides backup support for systems like D365 F&O, D365 CE, Microsoft Azure, Intune, Exchange, Office 365, SharePoint Online, Procore, OneHub, etc.
• Network Administrator Backup: Provides backup for network-related issues involving switches, WAPs, firewalls, storage, VPN, SDWAN, Cisco products, etc.
• Security Administrator Backup:
• Provides backup support for monitoring and securing the environment using tools like Microsoft Advanced Threat Analytics, Critical Start, etc.

Skills & Qualifications:

• Post-secondary education from an accredited college/university with a concentration in Information Technology or certification from a state/nationally recognized IT technical school preferred.
• HDI, Network+,CCNA, Azure Fundamentals, or ITIL are desired
• A minimum of five (5) years of recent and related work experience in IT in a technical role with similar responsibilities.
• Knowledge of and prior experience working with Microsoft products including, but not limited to: Azure, Microsoft 365, System Center Suite, D365 Finance & Operations (F&O), D365 Customer Engagement (CE), ITSM, DevOps, Exchange, Azure, Active Directory, ITIL, etc.
• Advanced computer skills are essential for efficient system use and proficient operation of the company's software tools. Ability to analyze, research and troubleshoot hardware and software issues using standard industry methods.
• Ability to work in a team environment and independently when appropriate.
• Strong people skills, such as communication, active listening and customer care are essential.
• Ability to multi-task and adapt to changes quickly.
• Ability to match resources to technical issues appropriately.
• Understanding of support tools, techniques and how technology is used to provide IT services.
• Functional Knowledge: Requires established skills to perform a range of routine activities.
• Business Expertise: Understands how the assigned duties relate to others in the team and how the team integrates with other related teams.
• Leadership: Has no supervisory responsibilities; manages own workload.
• Problem Solving: Recognizes and solves typical problems that can occur in own work area without supervisory approval; evaluates and selects solutions from established options.
• Impact: Impacts own team through the quality of the services or information provided; follows standardized procedures and practices and receives regular but moderate supervision and guidance.
• Interpersonal Skills: Uses communication skills to exchange straightforward information.