Specialist III Solution Center

About the role

Provide technical assistance and support to end‑users across the organization, ensuring smooth operation of systems and resolving hardware and software issues while adhering to cybersecurity and compliance policies.

Key responsibilities

• Support software, hardware, security, and network problems via multiple contact channels and document all activity in the service management system.
• Lead major incident management, coordinate with IS&T teams, and assist management with workforce and quality analysis to improve service metrics.
• Train and coach Level 1 team members, serve as escalation point, and contribute to knowledge‑base documentation.
• Participate in continual improvement efforts for IS&T and service‑desk workflows.

Required profile

• High School Diploma/GED with at least 5 years of related work experience.
• Strong attention to detail, ability to analyze data, identify problems, and develop effective solutions.
• Capability to manage multiple changing priorities in a fast‑paced environment while ensuring quality outcomes.

Required skills

• Personal computer troubleshooting
• Mobile device troubleshooting
• Network troubleshooting