IT Support Specialist (Level 2)

Job Description:

7am – 4pm EST (8 hours of work and 1 hour for lunch - weekdays)

Need to support off hours when required (approximately 5 times a month)

Company is seeking an experienced Level 2 IT Support Specialist. The ideal candidate will be responsible for escalated, more complex help desk tickets, helping set an example and guide our help desk admins to success. They will also lead help desk projects and assist in projects for our IT infrastructure and security compliance. The role demands a commitment to resolving complex technical issues, ensuring seamless operations, and supporting our company's technological advancement. You’ll assist in systems administration, provide support and maintenance for all users and devices, and be able to not only identify gaps in processes or procedures, but be able to resolve these effectively as well.

Key Responsibilities:

 Execute and oversee the installation, configuration, maintenance, and troubleshooting of
end-user workstation & thin client hardware, software, and peripheral devices
 Take on all escalated tickets and assist less tenured technicians in resolutions
 Lead or participate in IT projects to deploy new technologies and solutions
 Proactively resolve issues and determine best practices to automate and improve
efficiencies with existing processes to enable the business further
 Provide in-depth technical training to help desk admins to improve the skills of the team
 Streamline current practices/processes to reduce time and costs in providing best
customer experience
 Setting the best foot forward, leading by example to help lead and train help desk
administrators
 Configuration and maintenance of infrastructure software and hardware
 Improve help desk processes and ways to provide self-help capability for users
 Manage office network, internet connections, switches, firewalls, thin clients, IT devices,
biometrics, CCTV, badge systems

 Support/maintain IT ticketing system and asset management solution
 Work with third party vendors to resolve issues and implement improvements
 Administer Microsoft resources, including Intune Autopilot and Intune MDM
 Be the liaison for communication for outages, triaging necessary individuals for a speedy
resolution
 Provide training and guidance to end-users on IT best practices
 Creating knowledge base articles for technicians and end users to support self-service
model
 The ability to identify gaps and resolve them on your own with little intervention
 Assisting in the management of our VOIP phone system, Zoom

Qualifications:

 Bachelor’s degree in Computer Science, Information Technology, or a closely related
field, or equivalent experience required.
 Minimum of 3 years in IT help desk, IT infrastructure, or systems administration
experience
 Strong troubleshooting experience in isolating and resolving complex IT related issues
 Strong knowledge of ticketing systems, such as ServiceDesk Plus, and the ability to
manage and configure the platform
 Strong understanding of IT security settings/policies within Microsoft 365, Azure, Entra,
browsers, firewalls, operating systems, mobile/laptop devices
 Strong understanding of Clouds, Windows, MacOS, Android, and iOS operating systems
 Strong customer service skills, being able to provide white glove service
 Strong team mindset to work closely with technical staff
 Strong communication skills to effectively work with technical teams
 Solid understanding of Microsoft Intune, Microsoft 365, VDI, Entra and Azure
administration experience
 Understands thin client environments and how to troubleshoot
 Understands and has knowledge of IT monitoring solutions to support high availability of
networks/systems/applications
 Knowledge of IT tools to assist in troubleshooting and enable solutions

 Knowledge of PowerShell and other scripting languages
 Knowledge of systems and networking software, firewall, wireless access points,
switches, network connections, and networking configurations and protocols
 Knowledge of VOIP phone systems, such as Zoom One
 Knowledge of understanding of onboarding and offboarding processes
 Cloud hosting experience, preferably with Microsoft Azure
 Experience with scripting and automation tools
 Ability to work independently and in a team-oriented environment
 Excellent communication skills with strong problem-solving and analytical skills
 Resolve complex issues requiring detailed systems and applications knowledge that
have been escalated from Tier I
 A friendly, positive demeanor with excellent customer service skills
 Prior experience leading a team is a plus
 Knowledge of current technological trends and developments to assist in the ability to
analyze and resolve computer problems