IT Support Specialist III - Jacksonville, FL

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.