IT Specialist III

The IT Specialist Level III serves as an advanced technical resource within Paulo’s Information Systems & Cybersecurity team and will be located in our Willoughby, Ohio location. This role leads complex technical initiatives, provides expert-level support, and ensures the reliability, security, and performance of IT systems across the organization. The IT Specialist III mentors’ junior staff, contributes to strategic planning and continuous improvement, and serves as the point person for disaster recovery (DR) equipment maintenance and coordination of DR exercises and events.

KEY RESPONSIBILITIES

• Monitor cybersecurity dashboards and firewalls; escalate or mitigate threats.
• Assist in incident response and risk mitigation.
• Support cybersecurity awareness campaigns and training.
• Support organizational compliance initiatives aligned with NIST SP 800-171, ISO/IEC 27001, HIPAA, and PCI-DSS standards.
• Lead hardware/software installation, configuration, and maintenance.
• Provide Tier III support across infrastructure, software, and networks.
• Diagnose and resolve complex technical issues, including recreating user-reported problems.
• Ensure high customer satisfaction through proactive follow-up and resolution tracking.
• Deliver expert support via multiple channels.
• Participate in on-call rotation for urgent incidents.
• Perform advanced network diagnostics and resolve performance issues.
• Manage AD, Group Policy, DNS, DHCP, and file/print services.
• Administer cloud platforms (Azure, M365).
• Support infrastructure upgrades, migrations, and virtualization projects.
• Collaborate on cloud and automation initiatives.
• Administer platforms for automation, patching, deployment, and service tracking.
• Evaluate and recommend hardware/software to improve performance.
• Lead enterprise IT system design and optimization.
• Maintain documentation for architecture, procedures, and policies.
• Coordinate with vendors for procurement and support.
• Maintain records of projects, inventory, and vendor interactions.
• Maintain disaster recovery (DR) equipment and documentation.
• Act as point person for DR exercises and events.
• Participate in strategic meetings, training, and development.
• Align IT solutions with business needs.
• Travel to branch sites or other locations to perform duties or attend training.

QUALIFICATIONS

Knowledge:

• BA/BS degree in Information Technology, or related field, or demonstrated equivalent experience in positions of increasing responsibility.
• Ability to read, write and communicate effectively in English. Additionally, the ability to read, write, and communicate in Spanish is a plus.
• Basic mechanical and electrical principles.
• Ability to perform basic math operations.
• Comprehension of hardware and software integration concepts and standards.
• Thorough knowledge of computers and related hardware.

Experience and Skills:

• Highly organized with strong time management and communication skills.
• Resourceful, analytical, and proactive in solving technical problems.
• Expert in end-user issue resolution and technical troubleshooting.
• Exceptional customer service with clear, user-friendly communication.
• Proficient in supporting Microsoft Windows clients, servers, and Office 365 in enterprise environments.
• Proficient in administering Windows and Linux servers for infrastructure and application hosting.
• Experienced with virtualized HCI platforms and VMware environments.
• 4+ years of IT support, systems administration, and incident resolution.
• Experienced in using and troubleshooting conferencing and video conferencing technologies.
• Strong understanding of networking protocols and troubleshooting techniques.
• Proficient in Active Directory, DNS, DHCP, SSO, MFA, password-less authentication, and Azure AD.
• Experienced with BMC Remedy Force or other ticketing systems.
• Knowledge of Remote Monitoring and Management (RMM) tools such as BMC Client Management and SolarWinds ARM for system oversight, automation, and support.
• Experienced in applying ITIL processes and PowerShell scripting to automate tasks, enhance service efficiency, and streamline asset management.
• Industry certifications preferred: CompTIA A+, Network+, Security+, Microsoft Azure Administrator, or equivalent.

License(s)/Certification(s) Required:

• Valid drivers license and acceptable Motor Vehicle Record in compliance with Paulo's Vehicle Use Policy.

Competitive Benefits Package:

• Medical benefits (including Teledoc 360 Telehealth Visits)
• Dental benefits
• Group Life Insurance
• Voluntary Life Insurance
• Vision Insurance
• Holiday Pay
• Sickness & Accident pay
• 401k with employer match and employer contribution up to 5.5%
• Employee Referral Bonus & chance to win annual $2,000 drawing!
• Employee Assistance Program