IT Support Specialist III (Req #: 431) - Military veterans preferred

Why Join Our Team

At Lyles Services Co., a subsidiary of Lyles Construction Group, of we take pride in our employee and client-centric culture. Our employees and customers are at the forefront of everything we do and how we operate our business. Safety is our top priority and we work hard to ensure everyone goes home to their loved ones each day.

We are looking for ambitious individuals to join our team, who are passionate about their performance and who will continue to execute and believe in our core values of:

1. Teamwork: We recognize our primary asset is our people. Mutual respect provides the foundation for our success.
2. Integrity: Our work is performed with high standards of service, quality, and integrity and because of this, we have had the privilege to lead some of the most innovative projects in California.
3. Commitment: We understand that lasting relationships are the lifeline of our business so we pay personal attention to our clients by focusing on them as collaborative partners.

If you are looking for a company who will value you and provide you with great employee benefits, training and development opportunities, career growth and the opportunity to be a part of something bigger, then Lyles Services Co. is right for you!

Job Purpose

The Technical Support Specialist III is crucial in overseeing and leading helpdesk support operations across our organization. This role ensures the delivery of seamless technical assistance from our corporate office to satellite offices and field personnel. The Technical Support Specialist III collaborates closely with IT functions, mentors junior team members, and drives continuous improvement in technical support workflows. This position offers opportunities to lead impactful projects, mentor junior team members, and drive innovation within a dynamic organizational environment.

Essential Duties and Responsibilities

Essential duties and other responsibilities include but are not limited to the following:

1. Mentor and lead a team of IT Support Specialists, providing guidance, training, and performance feedback to deliver high-quality technical support consistently.
2. Manage and prioritize helpdesk tickets and calls, ensuring timely resolution of technical issues while maintaining excellent customer service standards.
3. Act as a subject matter expert in diagnosing and resolving complex PC/Desktop/Server hardware and software issues, including escalating critical issues to appropriate teams for resolution.
4. Coordinate and oversee remote support activities for satellite offices and field employees, ensuring effective communication and resolution of technical issues.
5. Provide advanced troubleshooting and support for company-wide hardware, network, software applications, and operating systems, collaborating with vendors and internal teams as needed.
6. Identify opportunities for process improvements within the helpdesk support function and implement best practices to enhance efficiency and customer satisfaction.
7. Maintain accurate records of support activities, generate reports on helpdesk performance metrics, and analyze trends to identify recurring issues and recommend proactive solutions.
8. Collaborate closely with IT management and other departments to plan and implement IT projects, upgrades, and initiatives, ensuring alignment with organizational goals and priorities.
9. Conduct training sessions on new technologies and best practices for end-users, promoting user adoption and proficiency.
10. Adhere to company policies, procedures, and security protocols in all technical support activities, contributing to the organization's overall security posture.
11. Manage and troubleshoot VoIP systems and services, including setup, configuration, and maintenance. Collaborate with telecommunication providers to resolve issues and optimize performance.
12. Assist in configuring, maintaining, and troubleshooting LANs, WANs, VPNs, routers, switches, firewalls, and wireless networks.
13. Perform other duties as assigned to meet business needs.
14. Assume additional responsibilities as assigned.
15. Take on ad hoc projects and tasks as required.
16. Support team efforts by assisting with tasks not explicitly outlined in this job description.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below represent knowledge, skill, and/or ability.

1. Bachelor’s degree in computer science, Information Technology, a related field, or equivalent experience.
2. Minimum of 5+ years of experience in IT systems and support.
3. Several years of experience in technical support roles, demonstrating progressively increasing responsibility and leadership.
4. Excellent verbal and written communication skills, with the ability to interact effectively with users at all levels of the organization.
5. Strong technical troubleshooting skills and the ability to diagnose and resolve complex technical issues related to hardware, networking, software applications, and operating systems.
6. Proficiency in Microsoft Active.
7. Familiarity with Local Area Networks (LANs), printer/fax troubleshooting, and general hardware support.
8. Experience with Microsoft Office Suite / 365 applications (Word, Excel, PowerPoint), email client configuration (Outlook, mobile email setup), and iPhone setup and troubleshooting.
9. Certifications such as CompTIA A+, Network+, Microsoft Certified Professional (MCP), or equivalent demonstrating technical competence are preferred.
10. Ability to prioritize tasks effectively and manage time efficiently in a dynamic environment.
11. Proven ability to lead and mentor a team, providing guidance, training, and performance feedback.
12. Strong analytical skills with the ability to analyze helpdesk performance metrics, identify trends, and recommend proactive solutions for continuous improvement.

Preferred Qualifications:

1. CompTIA A+, Network+, Security+, MCSA, MCSE, or equivalent are relevant certifications.
2. Experience with cloud platforms such as AWS, Azure, or Google Cloud Platform.
3. Proficient in scripting languages such as PowerShell, Bash, or Python.
4. Familiarity with ITIL or other IT service management frameworks.
5. Experience with IT security best practices and compliance standards (e.g., GDPR, HIPAA, PCI-DSS)

Certificates, Licenses, Registrations

1. A valid California Driver’s License

Competencies

To perform this job successfully, an individual should demonstrate the following competencies:

1. Effective Communication
2. Analytical Thinking
3. Results Oriented
4. Collaboration
5. Presentation Skills
6. Initiative
7. Conflict Management
8. Personal Integrity

Physical Requirements

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Office - The noise level in the work environment is usually moderate.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

The Company is an Affirmative Action and Equal Opportunity Employer/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Equal Employment Opportunity Posters if you’d like to view a copy of the company’s affirmative action plan or policy statement, please email HumanResources@lylessc.com. If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail HumanResources@lylessc.com or call toll-free 559-441-1900.

This email and phone number is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

Notice to Staffing Agencies

The Company will not accept unsolicited resumes from any source other than directly from candidates. Any unsolicited resumes sent to the Company, including via mailing address, fax machine, email, or directly to employees, will be considered the property of the Company. The Company will not pay any fee for placements resulting from unsolicited resumes. The Company will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees.

Agencies must receive advance written approval from the Company’s recruiting representative before submitting resumes, and only in conjunction with a valid, fully executed contract for service and in response to a specific job opening. The Company will not pay fees to any Agency without such an agreement in place. Agency agreements must be in writing and signed by the Human Resources Representative or their designee; no other Company employee is authorized to enter into agreements regarding candidate placements on behalf of the Company. Please send any questions or concern to HumanResources@lylessc.com.