IT Support Specialist III

Snapshot:

Davis H. Elliot Company, Inc. is seeking an experienced IT Support Specialist III to serve as a senior member of our End-User Services team. This role is responsible for resolving complex technical issues, supporting high-priority users and devices, maintaining service desk documentation and inventory processes, and mentoring junior support staff. The ideal candidate is a seasoned IT professional who enjoys solving challenging technical problems, improving support processes, and delivering exceptional customer service across a diverse technology environment.

Overview:

The IT Support Specialist III serves as an advanced-level contributor within the End-User Services organization and is responsible for handling escalated support requests, supporting enterprise hardware and software initiatives, and ensuring accurate documentation and asset management practices. This position works independently with minimal supervision and provides technical guidance and mentorship to junior team members while supporting business operations across multiple company locations.

A Day in the Life:

• Provide advanced troubleshooting and resolution for technical issues escalated from lower-tier support personnel.
• Perform all responsibilities associated with lower-level IT support roles as needed to ensure service continuity.
• Train and mentor junior IT support staff on troubleshooting techniques, customer service best practices, and support tools.
• Maintain and improve service desk documentation standards, procedures, and knowledge base resources.
• Manage device inventory records and support hardware lifecycle management processes.
• Coordinate hardware refresh initiatives and deployment logistics across company locations.
• Support specialized device configurations, executive support needs, and field technology deployments.
• Collaborate with infrastructure and technology teams to escalate and resolve complex technical issues impacting business operations.
• Contribute to continuous improvement initiatives designed to enhance support efficiency and service quality.
• Ensure accurate documentation of support activities, system changes, and asset records.

   

   

   Qualifications & Skills:

   

• 4-6 years of IT support or help desk experience.
• CompTIA A+, Network+, Security+, HDI-CSA, or similar certification preferred.
• Advanced troubleshooting experience supporting Microsoft 365, Windows operating systems, network connectivity, and access-control technologies.
• Demonstrated experience coaching, training, or mentoring technical support personnel.
• Strong customer service, communication, and interpersonal skills.
• Excellent analytical, troubleshooting, and problem-solving abilities.
• Strong organizational skills with attention to documentation accuracy and asset management.
• Ability to work independently while effectively collaborating with cross-functional technology teams.
• Experience supporting high-priority users and business-critical technology environments preferred.

   

  Benefits & Culture:

   

  Our success is based on our customers' confidence in us, our people's loyalty, hard work, and performance, and the traditions with which Mr. Davis H. Elliot began the company in 1946. We understand that having the best team requires people to be treated like family. Some of the benefits we offer our team include:

• Medical, Dental, Vision Insurance
• Short-Term Disability and Long-Term Disability Insurance
• Company Paid Life Insurance w/ additional Voluntary Life Insurance
• 401K w/ company match
• Employee Stock Ownership Program 
• Paid Vacation 
• Servant Leadership Training