IT Support Specialist III

Kratos Defense and Security Solutions; Auburn Hills (MI); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

Life/ADD & Short/Long Term Disability

401(k) Savings Plan

Employee Stock Purchase Plan (ESPP)

Paid Time Off (PTO)

Holidays

Education Reimbursement

Job summary

Kratos Defense and Security Solutions is seeking an IT Support Specialist III to handle complex end-user issues and lead small IT initiatives. The role requires strong technical expertise, effective communication, and the ability to work with minimal supervision in a fast-paced environment.

You will support hardware, software, VPN, and network connectivity, deploy Windows 11 machines, and document procedures for knowledge sharing within IT.

Qualifications

• Bachelor’s degree with 4–6 years of related experience or certs with similar experience.
• Proven hardware and software experience: Windows 11, Office 365, VPN, printers.
• Networking experience including wired/wireless troubleshooting and VPN issues.
• Current CompTIA A+ or Security+ certification, ITLv4 preferred.

Responsibilities

• Provide advanced technical support for hardware, software, VPN, printers, and network connectivity.
• Configure and maintain Windows 11 desktop/laptop computers in an enterprise environment.
• Coordinate, troubleshoot and resolve tickets; escalate as needed.
• Serve as escalation point for Tier I/II support; lead small projects to improve service.

Skills

Technical support

Customer service

Communication

Fast-paced environment

Self-starter

Education

Bachelor’s degree with 4–6 years experience

CompTIA A+ or Security+ (ITLv4 preferred)

Tools

Windows 11

Office 365

Adobe products

VPN

Smartphone

Job description

GENERAL JOB SUMMARY:

An IT Support Specialist III is a senior technical support professional who handles complex end?user issues, advanced troubleshooting, and operational support for systems and applications. This role typically works with minimal supervision, serves as an escalation point for lower?tier support teams, and may lead small projects or initiatives to improve IT service delivery.

Job Description

GENERAL JOB SUMMARY

An IT Support Specialist III is a senior technical support professional who handles complex end?user issues, advanced troubleshooting, and operational support for systems and applications. This role typically works with minimal supervision, serves as an escalation point for lower?tier support teams, and may lead small projects or initiatives to improve IT service delivery.

ESSENTIAL JOB FUNCTIONS

• Provide advanced technical support for hardware, standardized and proprietary software, telephones, mobile devices, VPN, printers, telephony, and network connectivity.
• Configure, deploy, and maintain Windows 11 desktop and laptop computers in an enterprise environment.
• Coordinate, troubleshoot and resolve incoming tickets, phone call and walk-up requests.
• Act as an escalation point for Tier I and Tier II support teams; resolve complex or high?impact incidents.
• Ensures priority support to senior leadership, including deadline driven or after-hours support as needed.
• Utilizes technical expertise and applicable company policies and procedures to resolve a variety of issues.
• Uses the IT Service Desk electronic ticketing system according to department procedures for the opening, closing, resolution, escalation, and tracking of user requests.
• Monitor queue regularly and dispense tickets to the applicable department or resource.
• Resolve 70% - 80% of all assigned tickets, and coordinates escalation to the appropriate Information Technology staff and/or vendor(s) for those requests that fall outside scope of assigned role.
• Manage user accounts, shared resources, and group memberships.
• May support multiple segments within the organization and builds on technical knowledge in those sectors.
• May provide access and connectivity support to external customers as needed.
• Notify leadership of any changes within site that may cause a change in volume, escalation, major outage, server issue, major move, and/or staffing issue.
• Supports and maintains open, professional, and effective relationships with leadership, user community, and peers.
• Onsite resource for other departments within IT, and assists with team maintenance and deployment efforts, including occasional after-hours support.
• Document troubleshooting steps, technical procedures, and knowledge base articles.
• Configure, deploy, upgrade, wipe, and repurpose mobile devices to established procedures.
• Maintains site IT desktop hardware and peripherals, including procurement, recycling, or destruction per department process.
• May contribute to IT projects such as upgrades, migrations, or new technology rollouts.
• Performs other duties as assigned.

SUPERVISORY RESPONSIBILITY

• None

Experience And Skills

KNOWLEDGE, SKILLS & ABILITIES

Required

• Possess the knowledge, skills, and abilities to perform the assigned duties, including computer skills.
• Maintain sensitive and confidential information as required by company and government requirements.
• Communicate and interact effectively with peers, leadership, and end users, including maintaining respect for others, and following company policies.
• Have a willingness and ability to learn and utilize company technology for company required purpose.
• Ability to read, understand, and follow instructions.
• Ability to work in a fast-paced environment.
• Ability to maintain knowledge, skills, and abilities as it pertains to the job.
• Ability to organize and manage multiple priorities simultaneously in a deadline-driven, security centric environment.
• Self-starter with the demonstrated ability to learn/adapt to new technologies and techniques.
• Passionate for delivering excellence in customer service within a collaborative team environment.

Preferred

• N/A

EDUCATION AND EXPERIENCE

Required

• Requires a Bachelor’s degree and 4-6 years of related experience; or applicable certifications with a minimum of 4 years of related experience.
• Proven hardware and software experience, including Microsoft Windows 11, Office 365, Adobe products, VPN, Smartphone, as well as other out-of-the box, and proprietary software, and MFP’s/printers.
• Networking experience, including wired and wireless troubleshooting and basic VPN connectivity issues.
• Current CompTIA A+ or Security+ certification, and/or ITLv4 preferred.

Preferred

• N/A

WORK ENVIRONMENT/PHYSICAL REQUIREMENTS

• Office and open cubical environment.
• Ability to sit for long periods of time.
• Ability to perform repetitive motion (keyboarding, mouse, phones).
• May be required to lift up to 50 pounds in accordance with General Safety Training guidelines.

TRAVEL REQUIREMENTS

• 0-10% - May be required between locations.

THE ABOVE STATEMENTS ARE INTENDED TO DESCRIBE THE GENERAL NATURE AND LEVEL OF WORK BEING PERFORMED BY INDIVIDUALS ASSIGNED TO THIS CLASSIFICATION. THEY ARE NOT INTENDED TO BE CONSTRUED AS AN EXHAUSTIVE LIST OF ALL RESPONSIBILITIES, DUTIES AND SKILLS REQUIRED OF PERSONNEL SO CLASSIFIED.

A REVIEW OF THIS CLASSIFICATION HAS EXCLUDED THE MARGINAL FUNCTIONS OF THE CLASSIFICATION THAT ARE INCIDENTAL TO THE PERFORMANCE OF FUNDAMENTAL JOB JUTIES. ALL DUTIES AND RESPONSIBILITIES ARE ESSENTIAL JOB FUNCTIONS AND REQUIREMENTS AND ARE SUBJECT TO POSSIBLE MODIFICATION TO REASONABLY ACCOMMODATE INDIVIDUALS WITH DISABILITIES TO PERFORM THIS JOB PROFICIENTLY. THE REQUIREMENTS LISTED IN THIS DOCUMENT ARE THE MINIMUM LEVELS OF KNOWLEDGE, SKILLS, OR ABILITIES.

EEO/M/F/D/V

Job Benefits

• Medical, Dental & Vision Insurance Coverage
• Life/ADD & Short/Long Term Disability Insurance
• 401(k) Savings Plan
• Employee Stock Purchase Plan (ESPP)
• Paid Time-Off (PTO)
• Holidays
• Education Reimbursement

Kratos Defense is an Equal Opportunity Employer. EOE, Minorities, Females, Vet, Disabled, Sexual Orientation, Gender Identity or any other protected class. All qualified job seekers are encouraged to apply. Kratos Defense is committed to America's veterans by providing opportunities for them to continue contributing after service to our nation. We also work to provide reasonable accommodations to individuals with disabilities.

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