Job SummaryThe IT Support Representative III serves as a senior technical resource and subject matter expert responsible for analyzing, designing, and implementing solutions across systems, applications, and infrastructure.
This role exercises a high degree of independent judgment and discretion in evaluating complex technical issues, determining root causes, and developing long-term solutions that improve system performance, reliability, and security. In addition to serving as the highest level of escalation within the support function, the IT Support Representative III contributes to system design, process improvement, and technology standardization efforts. The role partners with IT leadership and cross-functional teams to implement enhancements, recommend new technologies, and drive continuous improvement initiatives.
Essential Duties & Responsibilities- Serves as the primary escalation point for complex and non-routine technical issues performing advanced root cause analysis and implementing sustainable, long-term solutions.
- Analyze system performance, identify trends, and proactively recommend and implement improvements to enhance reliability, efficiency, and security.
- Evaluate, design, and implement technical solutions related to systems, applications, network infrastructure, and end-user environments
- Exercise independent judgment in selecting methods, techniques, and evaluation criteria to resolve complex technical challenges
- Define, document, and implement technical standards, procedures, and best practices to ensure consistency and operational effectiveness
- Lead or contribute to system upgrades, deployments, and integration efforts, including evaluating new technologies and recommending adoption
- Mentor and provide technical guidance to Support Representatives I and II, assisting with skill development and complex issue resolution.
- Collaborate with IT leadership and cross-functional stakeholders to align technical solutions with business needs and operational priorities
- Drive process improvement initiatives, including identifying opportunities for automation and increased operational efficiency
Qualifications- Bachelor's degree in computer science, Information Technology, or related experience
- 5+ years of experience in IT systems design, implementation, and maintenance
- Expertise in networking, servers, and databases
- Experience with cybersecurity best practices, including firewalls, intrusion detection, and data encryption.
- Excellent problem-solving and analytical skills
- Strong communication and collaboration skills
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Geographic DisclosureCompensation Range: $80,000 - $88,500 per year
Benefits: We are committed to providing employees a comprehensive benefits package which includes medical, dental, and vision coverage, along with health savings and flexible spending accounts, life insurance, disability, a 401(k) Savings Plan, College Coach and employee assistance program.
