IT Support Specialist

The IT Support Specialist serves as a Tier 3 escalation point for complex technical issues across our organization. This role is responsible for diagnosing and resolving advanced system, network, and application problems that cannot be addressed by Tier 1 or Tier 2 support. The specialist will work closely with upstream teams, including engineering, infrastructure, and vendors, to drive root cause analysis, implement long-term fixes, and improve overall system reliability.

· High school diploma or its equivalent required; and

· A+, Net+, and Security + certifications*; and

· Three (3) years of experience in Tier 2 or Tier 3 helpdesk support or system administration.

· An equivalent combination of training and experience, which provides the required knowledge, skills, and abilities to perform the job may be considered.

· Must be eligible to earn, and maintain, CJIS certification with FDLE.

*If hired without one or more of the required certifications listed above, certification must be obtained within six (6) months of hire date.

Knowledge, Skills and Abilities Required:

· Knowledge of a broad range of relevant computer systems, applications, and/or related equipment.

· Working knowledge of Active Directory, device management, and core networking concepts (DNS, DHCP, VPN).

· Knowledge of Microsoft 365 administration, including Microsoft Entra ID (Azure AD), Conditional Access, Intune and identity/access management.

· Knowledge of ITSM/ticketing systems and service delivery best practices.

· Ability to manage and resolve complex technical issues with minimal supervision.

· Knowledge of computer security procedures and protocol.

· Ability to analyze, design, develop, and implement operating systems, network, or application management scripts or processes.

· Strong interpersonal skills, flexibility, and customer service orientation.

· Ability to analyze complex computer problems and provide solutions.

· Ability to communicate effectively, both orally and in writing.

· Ability to communicate technical information to non-technical personnel.

· Ability to analyze and create technical proposals and to expand upon them or develop alternatives.

· Attention to detail.

· Ability to work independently and as part of a team.

· Thorough knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

· Knowledge of applicable laws and policies.

· Ability to prepare and maintain a variety of moderately complex to complex records, compile data, and prepare reports.

· Ability to communicate clearly and effectively in a prompt, courteous, and professional manner.

· Ability to make sound judgments.

· Ability to develop and maintain good working relationships.

· Accurate keyboarding and data entry skills.

Pulled from the full job description

• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Flexible spending account
• Life insurance, * Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance