Support Technical Specialist - IV

Overview Summary/Objective The Support Technical Specialist IV is a senior-level technical role responsible for resolving complex end-user and infrastructure issues with minimal supervision. This position serves as a primary escalation point for advanced support cases, combining deep expertise in systems administration with strong network troubleshooting capabilities. The role focuses on diagnosing root causes, maintaining system stability, and collaborating across teams to ensure reliable and efficient IT operations. Responsibilities Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Under limited supervision, provide technical software, hardware, and network problem resolution to customer end-users by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment or in person at a client site. Act as fourth-level contact for all end-users that need technical support by receiving and resolving escalations from lower-level technicians. Handle both client-facing and internal back-end technical support tasks such as troubleshooting network server issues, performing system backups and recovery, reviewing server, and security audits, administering infrastructure equipment (monitoring, maintenance, hardware/software upgrades, optimization, etc.), configuring server resource allocation (CPU, memory, and disk partitions), e-mail routing and administration from various email products LAN/WAN/Internet/Intranet data communication systems, schedule and communicate system maintenance, collaborate with the senior network team, and maximize network performance through various monitoring/tuning/optimization techniques. Assist less experienced technicians on various internal teams with client technical problems they encounter. Clearly communicate technical solutions in a user-friendly, professional manner Competencies Technical Problem Solving/Analysis/Critical Thinking Communication Team Good Decision Work Time Research Supervisory Responsibility This position has no supervisory responsibility. Work Environment This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, scanners, and copy machines. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time; stand; walk; use hands to type, handle or feel; and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Position Type and Expected Hours of Work This is a full-time position. Hours of work and days are typically Monday through Friday in one of the following timeslots: 7:00 a.m. to 4:00 p.m., 8:00 a.m. to 5:00 p.m., or 9:00 a.m. to 6:00 p.m. Week-long on-call rotations are required and will most likely have an alternate work schedule. Occasional evening and weekend work may be required as job duties demand. Travel Infrequent travel is expected for this position. Qualifications Required Education and Experience Advanced understanding of desktop operating systems, various software applications and PC/Server/Network Advanced understanding of principles and theories of network systems and management. Advanced understanding of Internet technologies and At least three years of technical work experience or equivalent At least three relevant technical certifications (e.g., A+, Network+, Security+, Server+, MCSA, MCSE, CCNA) or equivalent Intermediate understanding of Microsoft Active Directory, DNS, DHCP, and Virtualization technologies. A demonstrated propensity towards and proficiency with servers, networking equipment, and solving long complex technical Preferred Education and Experience Three or more years of related technical work Three or more relevant technical certifications (e.g., A+, Network+, Security+, Server+, MCSA, MCSE, CCNA, CCNP). Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.