IT Support Specialist III

Davis H Elliot Company, Inc.; Roanoke (VA); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Short-Term Disability Insurance

Long-Term Disability Insurance

Company Paid Life Insurance

Employee Stock Ownership Program

Paid Vacation

Job summary

Davis H. Elliot Company, Inc. is seeking an IT Support Specialist III to serve as a senior member of the End User Services team.

You will resolve complex technical issues, support enterprise technology operations, and provide advanced troubleshooting across the user environment. You will mentor junior staff, promote standard service desk practices through documentation, training, and process improvements, and oversee hardware, software, networking, and security systems across multiple company

Qualifications

• 4–6 years of IT support experience.
• Advanced troubleshooting for Microsoft 365, Windows, networking, and end-user tech.
• Mentoring, training, or supporting junior staff preferred.
• Strong documentation and asset management attention to detail.
• Excellent communication and problem-solving skills.

Responsibilities

• Provide senior-level support for complex incidents and requests.
• Troubleshoot and resolve advanced issues across Microsoft 365, Windows, and networks.
• Mentor IT Support Specialist I/II; contribute to knowledge base and processes.
• Coordinate with infrastructure and systems teams for complex issues.
• Manage asset inventories and lifecycle documentation.

Skills

IT support 4-6y

Advanced troubleshooting

Mentoring juniors

Documentation & assets

Communication & problem-solving

Education

CompTIA A+

Network+

Security+

HDI-CSA (preferred)

Tools

Microsoft 365

Windows OS

Networking

Job description

Join a team that powers communities and builds careers. Davis H. Elliot Company, Inc. is a 100% Employee-Owned company committed to excellence through continuous improvement in Safety, Quality, and Productivity for the benefit of our employee-owners, customers, and suppliers. Since 1946, Elliot has built a reputation as a trusted leader in engineering, energy delivery, technical services, and technology solutions. When you join Elliot, you're more than an employee, you're an owner with the opportunity to grow your career, make a meaningful impact, and share in our success.

Snapshot:

The IT Support Specialist III serves as a senior member of the End User Services team and is responsible for resolving complex technical issues, supporting enterprise technology operations, and providing advanced troubleshooting assistance across the Company's user environment. This role serves as the escalation point for challenging support requests, mentors junior team members, and promotes consistent service desk practices through documentation, training, and process improvement initiatives. Acting with a high degree of independence, the IT Support Specialist III supports hardware, software, networking, Microsoft 365 technologies, and physical security systems while helping ensure reliable technology services across all company locations. The position also provides leadership in inventory management, asset lifecycle administration, and end-user support operations.

A Day in the Life:

• Perform all responsibilities of lower-level IT Support Specialist roles as needed.
• Troubleshoot and resolve advanced technical issues involving Microsoft 365 applications, Windows operating systems, endpoint devices, networking connectivity, and related technologies.
• Serve as the escalation resource for complex incidents and service requests that cannot be resolved by junior support personnel.
• Coordinate with infrastructure and systems teams when issues require advanced technical expertise beyond end-user support responsibilities.
• Support specialized technology deployments and high-sensitivity device configurations, including executive and field-based technology solutions.
• Provide technical support to employees across multiple company locations through various support channels.
• Coordinate hardware deployment, replacement, and refresh activities.
• Maintain accurate device inventory records and asset lifecycle documentation.
• Support technology provisioning, setup, configuration, maintenance, and retirement processes.
• Ensure service requests and incidents are documented and updated according to established standards.
• Train and mentor IT Support Specialist I and II team members on troubleshooting techniques, support tools, and service delivery best practices.
• Develop, maintain, and improve service desk documentation, knowledge base articles, and support procedures.
• Promote consistent support methodologies and documentation standards across the End User Services team.
• Identify opportunities to improve support processes, service quality, and operational efficiency.
• Assist in developing and maintaining technology support standards and best practices.
• Maintain oversight of technology inventory records and equipment lifecycle activities.
• Coordinate hardware procurement, deployment planning, inventory tracking, and technology refresh initiatives.
• Assist with technology asset audits and inventory reconciliation activities.
• Support planning and logistics associated with company-wide technology deployment efforts.
• Maintain documentation related to assets, devices, configurations, and support procedures.
• Provide technical guidance and support to junior team members.
• Collaborate with technology teams and business stakeholders to ensure effective issue resolution and service delivery.
• Serve as a subject matter resource for end-user support processes and technologies.
• Contribute to team objectives, operational improvements, and technology initiatives.
• Perform other duties and responsibilities as assigned.

Qualifications & Skills:

• 4-6 years of IT support experience.
• Advanced troubleshooting experience supporting Microsoft 365, Windows operating systems, networking connectivity, and end-user technologies.
• Demonstrated experience mentoring, training, or supporting junior technical staff.
• Strong organizational skills and attention to detail regarding documentation and asset management.
• Ability to independently manage complex technical issues and support activities.
• Strong communication, customer service, and problem-solving skills.
• CompTIA A+, Network+, Security+, HDI-CSA, or similar industry certification preferred.
• Experience supporting physical security or access-control systems preferred.
• Experience managing device inventories and asset lifecycle processes preferred.
• Experience providing advanced support in multi-location business environments preferred.
• Experience serving as a senior escalation resource within an IT support organization 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 know that strong teams are built by fostering a culture of respect, collaboration, and shared success. Some of the benefits we offer our team include:

• 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

Accessibility: If you need an accommodation as part of the employment process please contact Human Resources at 859-263-5148 x1504.

Email: [e-mail]

Equal Opportunity Employer, including disabled and veterans.

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If you want to view the Pay Transparency Policy Statement, please click the link: English