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IT Support Specialist III
Perry Homes. Serve as the escalation point for Level I and II support staff when tickets are unclear, complex, or require additional expertise .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT Service Desk practices, focusing on advanced technical issue resolution, ticket prioritization strategies, and cross-departmental communication. Proficient in managing user accounts and access within Active Directory and familiar with Microsoft Azure technologies.
Highest-signal resume keywords
IT Service Desk PracticesActive Directory ManagementMicrosoft Azure ADTicket Prioritization StrategiesCustomer Service
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical Issue ResolutionRoot Cause AnalysisTicket Trend EvaluationService Desk Compliance ReviewUser Account Management
Soft Skills
CollaborationCommunicationProblem-Solving
Tools & Technologies
Microsoft Endpoint Manager Admin CenterAzure Active Directory Admin CenterSecure Group
Industry Keywords
Service Desk PerformanceSLA ImprovementWorkflow Optimization
Tech Stack
Tools & technologiesAzure
About the role
Key responsibilities & impact- Serve as the escalation point for Level I and II support staff when tickets are unclear, complex, or require additional expertise
- Investigate and resolve advanced technical issues related to hardware, software, and user accounts
- Evaluate ticket trends and recurring issues to provide root cause analysis and recommend permanent fixes
- Escalate critical incidents to management only after thorough investigation and resolution attempts
- Collaborate with IT managers to evaluate service desk performance, identify gaps, and recommend improvements in workflows, SLAs, and ticket categorization
- Review and analyze service desk tickets to ensure compliance with policies and efficient resolution
- Develop and implement ticket prioritization strategies to streamline operations
- Act as a liaison between the service desk team and other IT departments to facilitate communication and resolution of cross-departmental issues
Requirements
What you’ll need- Bachelor's degree in information technology, Computer Science, or related field (or equivalent professional experience)
- At least 5+ years of relevant support role experience
- Understanding of IT Service Desk practices with strong emphasis on customer service
- Familiarity with Microsoft Azure AD Joined and Hybrid Joined
- Basic knowledge and familiarity with Microsoft Endpoint Manager Admin Center, Azure Active Directory Admin Center, and Secure Group
- Experience working with Active Directory managing user accounts and access
Benefits
Comp & perks- Medical, dental, vision coverage
- Financial Planning
- Time Off & Life Balance
- Family & Lifestyle
- Opportunities for growth and development
- Collaborative, inclusive, fast-paced, people-first culture
- Stable company with strong reputation in the market