IT Support Technician III

Jobtailor; Colorado; On-site; USD 60,000 - 85,000; Full time

Job summary

Jobtailor in the United States (Colorado) is seeking an experienced IT Support Specialist to lead troubleshooting, mentor teammates, and manage IT assets. The role emphasizes AI-assisted resolution, strong customer care, and adherence to IT policies.

The ideal candidate has 3+ years of relevant experience, an associate degree or equivalent, and a willingness to obtain/maintain a Secret U.S. Security Clearance. You will train end-users and support conference room tech.

Qualifications

• Associate’s degree in a related field of study.
• 3+ years of relevant experience.
• In absence of a degree, minimum of 5 years related experience.
• Higher level degree may substitute for experience.
• Experience using AI tools to enhance troubleshooting and ticket resolution.
• Understanding of AI operations and assisting users with AI systems.
• Advanced hardware, software, and network troubleshooting.
• Strong leadership and communication skills.
• Customer ownership and drive for excellence.
• Team-focused with knowledge sharing.
• Strong written and verbal communication with end users.
• Keep current with industry trends and impacts on business.
• Customer care philosophy for high satisfaction.
• Translate user/business needs to technical solutions.
• Knowledge of IT standards: computers, printers, network tech, drivers, VPN, RSA, VTC, peripherals.
• Comprehensive troubleshooting of standard hardware/software products.
• Ability to obtain/maintain Secret U.S. Security Clearance.

Responsibilities

• Lead troubleshooting and resolution of critical hardware and software issues.
• Mentor and train junior IT support technicians.
• Maintain and update IT inventory and asset management records.
• Ensure compliance with company IT policies and procedures.
• Assist in training end-users on IT systems and applications.
• Respond to helpdesk tickets and resolve moderate compute issues promptly.
• Conference room support and maintenance.

Skills

Troubleshooting

Leadership

Communication

Teamwork

Knowledge sharing

Customer care

AI tools usage

User training

Education

Associate’s degree in a related field of study

Tools

VPN technologies

RSA

Video Teleconference (VTC)

Job description

Responsibilities

• Lead troubleshooting and resolution of critical hardware and software issues.
• Mentor and train junior IT support technicians.
• Maintain and update IT inventory and asset management records.
• Ensure compliance with company IT policies and procedures.
• Assist in training end‑users on the proper use of IT systems and applications.
• Respond to helpdesk tickets and resolve moderate compute issues in a timely manner.
• Conference room support and maintenance.

Qualifications

• Associate’s degree in a related field of study.
• 3+ years of relevant experience.
• Relevant experience can be considered as a substitute for the required educational qualifications.
• In the absence of a degree, a minimum of 5 years of related experience is required.
• Higher level relevant degree may substitute for experience.
• Experience in utilizing AI tools to enhance troubleshooting and ticket resolution processes, ensuring timely and effective problem‑solving.
• Understanding of AI operations and proven ability to assist users effectively in utilizing and navigating AI systems, including answering front‑line questions on how to best utilize AI tools.
• Advanced understanding of computer hardware, software, and network troubleshooting.
• Strong leadership and communication skills.
• Customer/solution ownership, an overall drive for excellence.
• Team focused with the capacity for knowledge sharing.
• Strong written and verbal communication skills with end users.
• Drive to maintain current knowledge of industry trends and potential impact on the business.
• Demonstrate a customer care philosophy that ensures a high level of customer satisfaction.
• Ability to understand user and business needs and translate to technical solutions.
• In‑depth knowledge of current IT technical standards as related to computers, printers, network technology, drivers, software troubleshooting, VPN technologies, RSA, Video Teleconference (VTC), and other related peripherals.
• Comprehensive troubleshooting skills of industry standard hardware and software products/services.
• The ability to obtain and maintain a Secret U.S. Security Clearance is required.