Tier 3 IT Support Specialist

Nmble Hiring Solutions; Jacksonville (FL); On-site; USD 60,000 - 85,000; Full time

Job summary

Nmble Hiring Solutions is partnering with a client to build a best-in-class Tier 3 Support team. The role focuses on high-level, phone-based troubleshooting for client equipment and software, with full training on proprietary systems.

Ideal candidates will have prior IT support (Tier 2/3), a professional phone presence, and the ability to handle consultative conversations, including options like loaner equipment and escalation when needed. Military experience is highly valued.

Qualifications

• Minimum IT support experience at Tier 2 or 3.
• Strong phone communication and troubleshooting skills.
• Familiarity with HIPAA and data privacy practices.
• Ability to conduct consultative discussions on options and next steps.
• Military experience is highly valued.

Responsibilities

• Handle inbound client calls and advanced troubleshooting for hardware and software.
• Diagnose issues using IT knowledge and determine next steps, including loaner equipment.
• Escalate when needed and document actions in internal systems.
• Maintain HIPAA compliance and safeguard sensitive information.
• Collaborate with internal teams to ensure a smooth support experience.
• Work a rotating 4-day, 10-hour schedule (8:30 AM–8:00 PM EST).

Skills

IT support (Tier 2/3)

Phone-based troubleshooting

HIPAA compliance

Consultative conversations

Tools

CRM / ticketing systems

Job description

Our client is building a best-in-class Tier 3 Support team and is looking for experienced, service-minded professionals to join their growing organization. This is a direct hire opportunity with a company known for investing in its people and maintaining a strong team culture.

In this role, you will provide high-level phone-based troubleshooting and technical support for client-facing equipment and software. While you’ll receive full training on their proprietary systems, an existing IT background is critical. This is not an entry-level role—ideal candidates will have experience in Tier 2 or Tier 3 support and the ability to handle consultative conversations tactfully, especially when determining next steps such as sending loaner equipment or escalating technical issues.

You will be speaking with customers daily, so a confident and professional phone presence is essential. Exposure to HIPAA-regulated data and sensitive files may occur, so an understanding of data privacy and security protocols is a big plus.

Military experience is highly valued—our client appreciates the structure, communication skills, and problem-solving mindset service members bring to the table.

Responsibilities:

• Answer inbound client calls and provide advanced troubleshooting for technical and equipment-related issues
• Use IT knowledge to diagnose hardware and software problems
• Provide consultative support, which may include discussing options for sending out loaner equipment at a cost
• Escalate issues when necessary and document all actions in internal systems
• Maintain HIPAA compliance and handle all sensitive information with care
• Collaborate with internal teams to ensure a seamless and effective support experience
• Work a rotating 4-day, 10-hour schedule (coverage between 8:30 AM and 8:00 PM EST)

Qualifications:

• Prior experience in IT support (Tier 2 or Tier 3 preferred)
• Excellent phone presence and strong verbal communication skills
• Ability to manage technical support calls with professionalism and empathy
• Comfort having tactful conversations around service options and customer decisions
• HIPAA knowledge or experience working in a sensitive-data environment is a strong plus
• Military background is highly valued
• Willingness to learn proprietary software and apply IT knowledge in a hands-on environment
• Team-first mindset and desire to grow within a high-retention team

Bonus Skills (Not Required):

• CompTIA A+, Network+, or other relevant certifications
• Experience with helpdesk, CRM, or ticketing systems
• Background in healthcare IT, diagnostics, or related fields

Interested candidates should apply today to learn more about this opportunity. We are proud to partner with this client and help build a team that delivers best-in-class service and support.