IT Support Specialist II
About the role
Job Description The IT Support Specialist II provides intermediate-level technical support, system administration, and customer service across enterprise desktop, hardware, software, and peripheral environments. Functioning primarily as Tier 2 escalation support, the incumbent investigates and resolves complex technical issues escalated from Tier 1, manages identity access and administrative services, and ensures high availability and operational readiness of end-user computing systems. This position also champions environmental, safety, health, and quality (ESH&Q) standards across all daily operations.
Responsiblities Key Responsibilities 1. Tier 2 Technical & Desktop Support Serve as an escalation point for Tier 1 technicians; investigate, diagnose, and resolve advanced hardware, software, and basic network connectivity issues. Take end-to-end ownership of incident tickets and service requests, seeing them through to timely resolution within defined service level agreements (SLAs).
Install, configure, upgrade, deploy, and maintain desktop/laptop hardware, operating systems (Windows), mobile devices, and peripherals (printers, scanners, multifunction devices). Provide support for commercial off-the-shelf (COTS) software as well as proprietary in-house business applications. Assist with hardware relocation, equipment de-installation/re-installation, and lifecycle refresh projects.
Conduct root-cause analysis on recurring system anomalies and collaborate with infrastructure teams to implement permanent resolutions. 2. Identity Management & Systems Administration Administer user lifecycle workflows in Active Directory, including provisioning, modifying access rights, role changes, and account deactivations. Assist in developing, standardizing, and updating standard operating procedures (SOPs) and knowledge base articles.
Monitor endpoint health, system performance, and compliance with organizational cybersecurity and automation policies. Evaluate and test new automation tools, administrative utilities, and desktop software for organizational deployment. 3. Technical Library & Asset Documentation Oversee and maintain the technical documentation repository and softw
What you'll do
- Tier 2 Technical & Desktop Support Serve as an escalation point for Tier 1 technicians
- investigate, diagnose, and resolve advanced hardware, software, and basic network connectivity issues
- Take end-to-end ownership of incident tickets and service requests, seeing them through to timely resolution within defined service level agreements (SLAs)
- Install, configure, upgrade, deploy, and maintain desktop/laptop hardware, operating systems (Windows), mobile devices, and peripherals (printers, scanners, multifunction devices)
- Provide support for commercial off-the-shelf (COTS) software as well as proprietary in-house business applications
- Assist with hardware relocation, equipment de-installation/re-installation, and lifecycle refresh projects
What you'll bring
- Associates degree in MIS, Computer Science or equivalent with at least one year of related experience
- Minimum of 1–2 years of hands-on experience in desktop support, service desk operations, or IT customer service, preferably in an enterprise or regulated environment
- Technical Competencies Operating Systems & Infrastructure: Strong technical proficiency with modern Microsoft Windows enterprise environments, file systems, and core networking fundamentals (TCP/IP, DNS, DHCP, VPN)
- Directory Services: Practical experience managing accounts, groups, and permissions within Microsoft Active Directory and Azure AD/Entra ID
- Productivity & Business Applications: Advanced familiarity with Microsoft 365 / Office Suite (Word, Excel, PowerPoint, Access, Outlook, Teams) and enterprise collaboration tools
- Hardware & Peripherals: Demonstrated competence in diagnosing, repairing, and configuring enterprise workstations, laptops, docking stations, network printers, and A/V equipment
What to confirm before applying
- Benefits, perks, and paid time off.
Posted 1 day ago