IT Support Specialist III - Jacksonville, FL

IT Support Specialist III - Jacksonville, FL

SI HOLDCO

Jacksonville, FL Job Details Full-time 1 day ago Qualifications Vendor relationship building GPO iOS Android VLAN Computer hardware Firewall implementation Hardware support Azure AD Server virtualization Cloud services Active Directory management Full Job Description Position Summary The IT Support Specialist III serves as the highest level of internal technical support, resolving complex issues escalating from Tier 1 and Tier 2 teams. This role requires deep expertise across hardware, software, networking, Application and Cloud systems. The ideal candidate is a proactive problem-solver capable of managing high-impact outages while mentoring junior staff and maintaining a robust internal knowledge base.

General Duties and Responsibilities:

Advanced Troubleshooting & Escalation:

Act as the final internal escalation point for complex technical issues involving workstations, servers, network infrastructure, and enterprise applications.

Systems Administration:

Manage, configure, and troubleshoot enterprise environments, including Active Directory, Microsoft Entra ID (Azure AD), Intune, and Microsoft 365.

Infrastructure & Security:

Monitor system performance, perform Root Cause Analysis (RCA) for recurring outages, and implement security best practices (patching, MFA, and threat mitigation).

SharePoint & Collaboration:

Oversee SharePoint administration, including site creation, permission management, and specialized access requests.

Mentorship & Leadership:

Provide technical guidance and "desk-side" training to Tier 1 and 2 technicians to improve team-wide resolution rates.

Documentation:

Create and maintain SOPs, network diagrams, and Knowledge Base (KB) articles to streamline future support requests.

Project Management:

Lead or support IT projects, such as server migrations, hardware refreshes, application enhancements, and software deployments.

Vendor Management:

Liaise with external vendors and ISPs to resolve service outages or manage hardware warranties. Adhere to standard Operating Procedures , and offer Mobile Su[port for IOS and Android devices. Provide on-call support during after-hours and weekends as required Utilize experience with VoIP phone systems to assist users effectively

Required Skills & Experience Experience:

4+ years in IT support, with at least 1-2 years in a Senior or Tier 3 capacity.

Identity & Cloud:

Proficient in Active Directory/Entra ID, Group Policy (GPO), and the Microsoft 365 Admin Suite.

Virtualization & Networking:

Experience with VMware/Hyper-V and a strong understanding of TCP/IP, DNS, DHCP, VLANs, and VPNs.

Hardware:

Expert-level knowledge of server hardware, firewall configuration (e.g., SonicWall, Fortinet), and VoIP systems.

Soft Skills:

Exceptional communication skills with the ability to explain complex technical concepts to non-technical stakeholders. Qualifications Relevant certifications (e.g., CompTIA Network+/Security+,

Microsoft Certified:

Azure Administrator, or CCNA). Experience with MDM solutions (Intune/Jamf) and RMM tools. Must be able to multi-task in a fast-paced work environment. Must have excellent organizational and time management skills. Must be detail-oriented. Proven ability to troubleshoot and solve problems in a production support environment, process analytical skills. Technical Support and/or Help Desk experience, Call Center experience (assisting users over the phone) Experience supporting a VMware environment. Duo (any two-factor authentication tool experience.) Cisco AnyConnect (any VPN service experience.) Able to perform the essential functions of the position either with or without reasonable accommodation.