IT Support Specialist III

Kratos Defense is hiring an IT Support Specialist III to provide advanced, escalation-level technical support for end users in an enterprise environment. This onsite role in Auburn Hills, MI focuses on complex troubleshooting, operational readiness for systems and applications, and high-touch service delivery with minimal supervision.

Role Overview

The IT Support Specialist III handles complex end-user issues across hardware, software, and connectivity. The position supports operational continuity for desktop and mobile endpoints, coordinates ticket and request workflows, and serves as an escalation point for lower-tier support teams. The role may also lead or contribute to small improvements to IT service delivery.

Key Responsibilities

• Provide advanced technical support for hardware and standardized or proprietary software, including support for telephones, mobile devices, VPN, printers, telephony, and network connectivity.
• Configure, deploy, and maintain Windows 11 desktop and laptop computers in an enterprise environment.
• Coordinate, troubleshoot, and resolve incoming tickets, phone call requests, and walk-up requests.
• Act as an escalation point for Tier I and Tier II teams to resolve complex or high-impact incidents.
• Ensure priority support to senior leadership, including deadline-driven or after-hours support when needed.
• Use technical expertise along with applicable company policies and procedures to address a variety of issues.
• Use the IT Service Desk electronic ticketing system to open, close, resolve, escalate, and track user requests according to department procedures.
• Monitor the service desk queue and route tickets to the appropriate department or resource.
• Resolve 70% to 80% of assigned tickets, and escalate items outside the scope of the role to the appropriate IT staff and/or vendor(s).
• Manage user accounts, shared resources, and group memberships.
• Support multiple organizational segments and build sector-specific technical knowledge.
• Provide access and connectivity support to external customers as needed.
• Notify leadership of site changes that may impact ticket volume, escalation, major outage, server issues, major moves, and/or staffing concerns.
• Maintain professional relationships with leadership, the user community, and peers.
• Serve as an onsite IT resource for other departments, assisting with maintenance and deployment efforts, including occasional after-hours support.
• Document troubleshooting steps, technical procedures, and knowledge base articles.
• Configure, deploy, upgrade, wipe, and repurpose mobile devices following established procedures.
• Maintain site IT desktop hardware and peripherals, including procurement, recycling, or destruction per the department process.
• Support IT projects such as upgrades, migrations, or new technology rollouts.
• Perform other duties as assigned.

Required Qualifications

• Knowledge, skills, and abilities to perform assigned duties, including computer skills.
• Ability to maintain sensitive and confidential information in line with company and government requirements.
• Effective communication and professional interaction with peers, leadership, and end users, consistent with company policies.
• Willingness and ability to learn and use company technology for required purposes.
• Ability to read, understand, and follow instructions.
• Ability to work in a fast-paced environment.
• Ability to maintain current knowledge, skills, and abilities related to the role.
• Strong organization and prioritization skills in a deadline-driven, security-centric environment.
• Self-starter capability to learn and adapt to new technologies and techniques.
• Commitment to delivering excellent customer service in a collaborative team environment.
• Requires a Bachelor’s degree and 4 to 6 years of related experience, or applicable certifications with a minimum of 4 years of related experience.
• Proven hardware and software experience, including Microsoft Windows 11, Office 365, Adobe products, VPN, smartphone support, and other out-of-the-box and proprietary software, as well as MFPs/printers.
• Networking experience, including wired and wireless troubleshooting and basic VPN connectivity issues.
• Current CompTIA A+ or Security+ certification, and/or ITLv4 preferred.

Technology Stack

• Windows 11
• Office 365
• Adobe products
• VPN
• Smartphone support
• MFPs/printers
• IT Service Desk electronic ticketing system
• CompTIA A+
• CompTIA Security+
• ITLv4

Benefits

• Medical, Dental & Vision Insurance Coverage
• Life/ADD & Short/Long Term Disability Insurance
• 401(k) Savings Plan
• Employee Stock Purchase Plan (ESPP)
• Paid Time-Off (PTO)
• Holidays
• Education Reimbursement

Work Environment and Physical Requirements

• Office and open cubical environment.
• Ability to sit for long periods of time.
• Ability to perform repetitive motion (keyboarding, mouse, phones).
• May require lifting up to 50 pounds in accordance with General Safety Training guidelines.

Travel Requirements

• 0-10% travel, may be required between locations.

Accessibility and Privacy Notices

• Disability and accessibility accommodations: If you require an accommodation to navigate or apply to careers, contact [email protected] or call 858-964-2916.
• Job applicant privacy notice: For applicants in the EU and California residents, review the privacy notice.

Pay Transparency

The company will not discharge or otherwise discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.