IT Support Associate - Level III

GPP Database Link Job Summary:

With limited supervision, provides system operational support ensuring the effectiveness, efficiency, accuracy, and availability of IT resources and systems for end users with opportunities for coaching and developing less experienced IT Support Associates. Must work collaboratively with others.

Performs IT production support for assigned area(s) according to documented processes.

Creates and maintains process documentation and standards.

Diagnoses and resolves issues with IT hardware or software components with limited direction. Installs, configures, or dispositions IT hardware and/or application issues.

Troubleshoots assigned issues per department standards through to resolution.

Uses the Incident Management system to manage reported issues or requests submitted by end users and logs any actions or support provided. Has reporting responsibilities within the system.

Trains less experienced associates on IT support processes and tools.

Assists with additional IT responsibilities as assigned.

Encourages root cause analysis using the formal problem-solving approaches for recurring issues.

Provides constructive feedback to documentation stakeholders to ensure timely and accurate updates to IT support procedures, knowledge base articles, and user guides.

Competencies: Technical Acumen - Demonstrates broad and adaptable technical expertise to ensure reliable IT service delivery, support, and administration across diverse environments, including enterprise, cybersecurity, and operational technology domains.

Process Management and Optimization - Designs, refines, and automates IT operations processes to improve efficiency, consistency, service quality, security, and cost effectiveness across diverse environments.

Service Quality and Reliability - Ensures IT services consistently meet performance, availability, and user satisfaction expectations by proactively maintaining service integrity, minimizing disruptions, and driving continuous improvement through collaboration, cost-effective practices, and operational excellence.

Risk Management - Proactively identifies, assesses, and mitigates risks to IT services, data, and operations by applying structured controls and communication strategies to strengthen resilience, ensure compliance, and reduce business impact through structured controls, cost-aware decision-making, and communication strategies.

Incident and Problem Management - Responds to disruptions and recurring issues by restoring service quickly, identifying root causes, and applying structured methods to reduce risk, improve reliability, and prevent recurrence.

Standardization and Documentation - Creates and maintains clear, accessible documentation and standardized procedures to ensure consistent practices, traceability, and knowledge sharing across IT environments.

Reporting and Analytics - Uses data and reporting tools to monitor, analyze, and improve IT operational performance, enabling proactive decision-making, compliance, and service excellence across enterprise and local environments.

Demonstrating Domain Mastery - Maintains essential knowledge and proficiency in relevant domains, tools, technologies, methodologies, or frameworks through targeted credentials and rigorous proficiency, future-proofing organizational skills against strategic needs.

Vendor Engagement and Management - Builds and maintains effective relationships with external vendors to ensure IT services, tools, and support meet business needs.

Driving Effective Outcomes - Takes ownership, acts with urgency, and initiates action to turn goals into clear plans, decisions, guardrails, and cadences while navigating ambiguity and change to drive momentum and deliver consistent results.

Engaging with Impact - Communicates with clarity and purpose to align stakeholders, foster collaboration, build trust, and influence coordinated action across teams and functions to accelerate outcomes.

Values Differences - Recognizing the value that different perspectives and cultures bring to an organization.

Ensuring Customer Success - Embraces a customer-first mindset to deliver outcomes by linking customer needs and business priorities to aligned solutions, delivery, adoption, satisfaction, and realized value through sustained engagement that builds partnership and trust.

Education, Licenses, Certifications: High school diploma, certificate of completion of secondary education, or equivalent experience (to the extent such experience meets applicable regulations) required. Associate Degree, relevant industry training, certification or equivalent experience preferred. This position may require licensing for compliance with export controls or sanctions regulations.

Experience: Requires significant relevant work experience or specialized skills obtained through education, training or on-the-job experience.