IT Service Specialist III

The IT Service Specialist III serves as a senior member of the IT Service team, providing advanced technical support and administration for end-user hardware, software, systems, and services across the organization. This role is responsible for resolving the most complex technical issues escalated from lower support tiers, administering a broad range of enterprise technologies, and ensuring a seamless end-user experience for both onsite and remote associates.

As a technical subject matter expert, the IT Service Specialist III partners closely with Infrastructure, Security, and business teams to evaluate, test, implement, and support new technologies and system enhancements. The role plays a key part in project execution, process improvement initiatives, software deployments, and change management activities, while maintaining a strong focus on service excellence, operational efficiency, and data security., * Handles the most complex support calls and issues. Resolves issues based on internal service level standards.

• Documents all support call issues within tracking software.
• Performs administration on at least 75% of supported systems.
• Works closely with Infrastructure and business teams on software testing and evaluating end-user impact.
• Develops carefully controlled, phased implementations and resolves technical conflicts, keeping end-user experience in mind.
• Anticipates future needs and recommends improvements in processes or software implementations that improve customer experience.
• Provides mentorship, assistance and training to other team members as needed.
• Creates and maintains support and training documentation, and knowledgebase articles.
• Participates in data security audits and assists with implementing/monitoring security controls.
• Performs project work as assigned to investigate new/changing technologies or issues.
• Processes computer access requests for networks and applications based upon standard guidelines and authorization criteria.
• Prepares equipment for end users including imaging, application installation, initial testing.
• Facilitates shipping of equipment to remote workers and installs/sets-up equipment for on-premise workers.
• Maintains accurate inventory records.

• 4+ years' experience in a Microsoft windows user support role providing hardware and software support, Microsoft 365, Active Directory; Mac computer support, SCCM and group policy.
• Demonstrated ability to support at least 75% of supported systems., * Associate's Degree in computer science or a technology-related field.

• In lieu of Degree, may consider 2 additional years of directly related experience.

• A+ Certification desired.

Computer Skills:

• Must be proficient in the use of a PC, Mac and MS Office Suite, including intermediate to advanced functions.
• Technical knowledge of PC and Mac operating systems, web-based programs and internet browsers.
• Knowledge of networking and relationship databases.
• Technical knowledge of software installations.

Other Skills/Qualifications:

• Excellent customer service skills.
• Strong analytical and problem-solving skills.
• Good verbal and written communication skills.
• Ability to handle multiple tasks simultaneously.
• Good time-management and prioritization skills.
• Ability to perform project work, including leading projects either independently or in a team setting.
• Ability to mentor and train others.

Internal J. J. Keller experience requirements may vary from those for external candidates, with consideration given to demonstrated performance, institutional knowledge, and career progression within the organization.

Physical Requirements

Work is performed primarily in a standard office environment. Work involves operation of personal computer equipment for extended periods of time.

Requires moderate to frequent lifting and moving of IT equipment up to 40 lbs.

Every associate at J. J. Keller makes a difference by creating safer, more respectful workplaces. Whether serving our customers directly with expertise in safety and regulatory compliance or supporting the business with specialized skills, together we contribute to better workplaces for people across North America.