Information Technology Consultant

PTS Advance; Waggaman (LA); On-site; USD 55,000 - 75,000; Full time

Job summary

PTS Advance in Louisiana seeks an IT Support Specialist III to deliver advanced technical support, act as SME for designated applications, and partner with infrastructure teams to implement proactive solutions. This role may require overtime and on-call responsibilities to support 24-hour critical operations and stable systems.

The position emphasizes end-user training, documentation, and cross-functional collaboration to uphold security and efficient IT services across the organization.

Qualifications

• Bachelor’s degree in a related field preferred; associate’s degree may be considered.
• 4+ years of related professional work experience typically required.
• Proficiency with Microsoft Office applications; expert level certification preferred.
• Experience installing, configuring, and distributing PCs, laptops and peripherals; server setup knowledge.
• Experience with software deployment and maintenance in enterprise environments.
• Strong communication, training, and customer-facing skills.

Responsibilities

• Provide advanced technical support to users and user groups for software, hardware, and peripherals.
• Serve as a SME for designated applications and maintain documentation.
• Review and proofread troubleshooting and training materials.
• Train and educate team members on troubleshooting techniques and support procedures.
• Manage IT issues through established tracking processes including assignment, escalation, follow-up, and closure.
• Provide second-tier help desk support and end-user training for Microsoft applications.

Skills

End-user support

SME for applications

Documentation & training

Effective communication

Team collaboration

Education

Bachelor’s degree (related field)

Associate’s degree considered

Tools

Microsoft Office

ITSM tools

Server management

Job description

The IT Support Specialist III provides advanced technical support to end users and other IT Support Specialists. This position is responsible for hardware, software, networking, environmental, and technical support while following established service management practices and operating procedures.

The role partners with IT subject-matter experts and infrastructure teams to identify and implement proactive solutions that improve productivity and support safe, reliable operations.

This position may require overtime and on-call responsibilities to provide 24-hour support for critical business operations.

2. Major Responsibilities

• Provide technical support to users and user groups for software, hardware, peripheral equipment, and other IT-related issues.
• Serve as a Subject Matter Expert (SME) for designated applications.
• Review and proofread technical documentation used for troubleshooting and training.
• Train and educate team members on troubleshooting techniques and support procedures.

Manage IT issues through established tracking processes, including:

• Assignment and escalation
• Follow-up and closure
• Provide second-tier help desk support and maximize the IT support experience for end users.
• Provide end-user training and support for Microsoft applications.

Maintain, configure, and administer:

• Computers and hardware
• Systems software
• Applications
• Computer images
• Software packages
• Backup systems
• Disaster recovery processes
• Digital and analog communication equipment
• Lead teams and small projects with minimal supervision and participate in project planning and execution.
• Monitor, diagnose, and resolve hardware, software, network, and system issues.
• Replace defective components and replace technical issues when necessary, including manufacturing facility control hardware and software issues.
• Maintain cybersecurity and data-security protocols designed to protect sensitive information.
• Maintain and back up user profiles, data, and equipment for active and terminated employees.
• Provide technical support for internal asset procurement and inventory processes.

Maintain a centralized repository of:

• Software licenses
• Hardware assets
• Peripheral assets

Follow established processes, policies, and procedures supporting internal controls, including:

• IT General Controls (ITGCs)
• Managed Access (MA-xx)
• Managed Operations (MO-xx)
• Change Management (CM-xx)
• Data backup and recovery
• Data classification
• Information Technology Asset Management (ITAM)

3. Supervisory Relationships

Reports To: Supervisor, Site IT

Direct Reports: None

4. Required Qualifications & Attributes

Education

• Bachelor’s degree in a related field preferred.
• Associate’s degree may be considered.

Experience

• 4+ years of related professional work experience typically required to perform the essential functions of the position.

Technical Skills

Microsoft Office

• Proficiency with Microsoft Office applications.
• Microsoft certification at an expert level preferred.

Computer & Hardware Deployment

• Experience installing, configuring, and distributing:
• PCs
• Laptops
• Peripherals
• Understanding of server setup and configuration.

Hardware Configuration & Monitoring

• Demonstrated expertise with software and hardware tools used for:
• Monitoring
• Package creation
• Testing
• Desktop and laptop configuration
• Compliance assessment

Software Deployment

• Experience with technologies and standards used for software installation, deployment, and maintenance.

System User Support

• Experience providing technical support and consultation based on user requests and reported problems.
• Ability to troubleshoot and resolve software, hardware, and peripheral issues.
• Demonstrated proficiency with voice and/or video communications.
• Strong active listening and collaboration skills.
• Ability to train, educate, and empower others.
• Ability to provide technical guidance tailored to end-user capabilities.
• Ability to communicate effectively with senior leadership.
• Ability to serve as a point of contact for IT-related issues in high-pressure environments.

Learning Agility

• Demonstrated willingness to continuously develop technical knowledge and skills.
• Ability to challenge oneself and others to improve technical capabilities.

5. Position Scope & Contribution

Breadth of Scope

Supports the company’s core business within a functional area or work team and may interact with larger functional areas across the enterprise. The position typically requires increased coordination and interaction with multiple functions.

Communication & Interpersonal Skills

• Communicates regularly through both written and verbal channels.
• Explains technical ideas and communicates effectively with internal and external customers.
• May communicate with multiple stakeholders in addition to customers.
• Requires advanced knowledge of the functional area.
• Uses moderate levels of influence and persuasion when working with colleagues.

Complexity

• Uses logic, reasoning, and critical thinking to evaluate situations from multiple perspectives.
• Handles increasingly complex technical challenges and problems.
• Coordinates activities and resources with work teams and other groups.
• Participates in project management and resource coordination.

Decision-Making Authority

• Makes decisions using independent judgment, logic, and professional experience.
• Solves moderately complex problems within the functional area.
• Works within established policies and procedures.
• Uses critical thinking and analysis to make effective decisions.
• May make decisions that impact profit or loss.
• Decisions require independent judgment, logic, and sound rationale.

Strategic Influence

• May contribute to the execution or achievement of short-term strategic initiatives.
• Generally does not participate in the planning process for those initiatives.