IT Support Specialist II

The IT Support Specialist II role provides technical assistance and second-level support to end users across the organization. This position is responsible for installing, configuring, maintaining, and troubleshooting hardware, software, and network-related systems to ensure reliable and efficient operations. The role requires strong technical expertise, professional communication skills, and a commitment to delivering high-quality customer service.

Responsibilities

Serve as the primary point of escalation for complex technical issues, ensuring timely resolution and minimal disruption to business operations; Install, configure, and maintain workstations, laptops, mobile devices, peripherals, and related software applications; Diagnose and resolve hardware and software issues; escalate to senior IT staff or vendors when appropriate; Perform system updates, security patches, and hardware upgrades in alignment with IT standards and policies; Troubleshoot and resolve basic network issues, including connectivity, access, and configuration problems; Document support activities, resolutions, and procedures within the IT knowledge base to ensure consistency and process improvement; Collaborate with vendors and third-party providers to resolve issues and support system enhancements; Contribute to IT initiatives, including hardware refresh projects, software deployments, and process optimization; Provide professional, user-friendly communication and training to support end-user adoption of technology solutions

Requirements

2+ years of experience in a help desk, technical support, or IT support role; Proficiency in PC hardware, Microsoft Windows operating systems, and productivity tools such as Microsoft 365; Working knowledge of networking concepts, including DNS, DHCP, VPN, firewalls, routers, and switches; Experience using IT service management (ITSM) and ticketing systems; Familiarity with remote support tools and techniques; Strong problem-solving skills, with the ability to analyze, prioritize, and resolve issues effectively; Excellent written and verbal communication skills, with the ability to interact professionally at all organizational levels; Customer-focused mindset with a demonstrated ability to build positive working relationships

Nice to have

Associate's or bachelor's degree in Information Technology, Computer Science, or related field preferred, but not required; CompTIA A+, Network+, or Microsoft certifications; Experience supporting hybrid environments with both on-site and remote employees; Exposure to ITIL practices and ITSM frameworks

Benefits

Competitive compensation and benefits package; Professional development opportunities, including training and certifications; A collaborative and supportive work environment focused on operational excellence; Medical, Dental, and Vision; 401K with Company Match; STD, LTD, Voluntary Life benefits; Paid Time Off