Desktop Support Engineer II / IT Specialist

American Pride Bank•Tampa, FL

5h•Hybrid

About The Position

The Desktop Support Engineer II / IT Specialist is the first point of contact for employees needing technical assistance. The role resolves Tier 1 and Tier 2 issues and escalates advanced problems to the appropriate internal team or third-party provider. It supports user access and accounts, network and VPN connectivity, and end-user hardware and software. This is a hybrid role serving Middle Georgia, Tampa, Florida, or Sarasota, Florida. The position provides help desk support across phone, email, chat, walk-up, and ticketing channels; manages user accounts and access; troubleshoots connectivity and VPN issues; and deploys and maintains endpoint hardware and software. It also supports branch offices, coordinates with technology service providers, contributes to technology architecture discussions, and assists with business continuity and disaster recovery activities. The role follows security, governance, separation-of-duties, least-privilege, approval, documentation, and change management procedures, and serves as the user's point of contact through issue escalation and resolution.

Requirements

2 to 4 years of experience in a help desk or desktop support role, including Tier 2 troubleshooting and working with outside service providers.
Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
Experience supporting Windows 10/11 and macOS, including installation, configuration, and troubleshooting.
Experience administering users and groups in Active Directory and Microsoft Entra ID.
Basic Microsoft 365 administration knowledge, including Exchange Online, Teams, SharePoint, OneDrive, and licensing.
Networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, Wi-Fi, and common network troubleshooting tools.
Experience supporting VPN clients and remote-access solutions.
Familiarity with MFA and SSO tools such as Microsoft Authenticator, Okta, or Duo.
Experience with a ticketing or ITSM platform and remote support tools.
Working knowledge of printers, peripherals, mobile devices, and common business applications.
Basic understanding of cybersecurity practices, including phishing awareness, patching, and endpoint protection.
Understanding of IT architecture concepts and how identity, network, endpoint, and cloud layers fit together.
Familiarity with business continuity and disaster recovery concepts, including backups, RTO/RPO, failover, and incident response.
Working knowledge of separation of duties, least privilege, change management, and approval workflows.
Awareness of relevant security and compliance frameworks, such as ISO 27001, SOC 2, NIST, HIPAA, or PCI DSS.
Patient and courteous customer service, with the ability to explain technical concepts to non-technical users.
Methodical troubleshooting and sound judgment about when to escalate.
Clear written and verbal communication, including accurate ticket notes and documentation.
Ability to prioritize competing requests and meet SLAs in a fast-paced environment.
Discretion and integrity when handling sensitive account and access information.
Ability to work effectively with IT teams, vendors, and business stakeholders.
Willingness to learn new tools and technologies and take on new responsibilities.

Nice To Haves

CompTIA A+, Network+, or Security+ certification.
Microsoft certifications such as MS-900 or SC-900.
ITIL 4 Foundation or HDI Support Center Analyst certification.
Experience with Intune, Jamf, or SCCM for endpoint management.
Experience in a regulated environment, such as healthcare or finance, with compliance requirements.

Responsibilities

Serve as the first point of contact for employee technical support requests received by phone, email, chat, walk-up, and ticketing portal.
Log, categorize, prioritize, track, and document requests in the ticketing system; meet response and resolution SLAs.
Diagnose and resolve common Tier 1 and Tier 2 hardware, software, printer, peripheral, email, calendar, and performance issues; provide remote support and escalate complex issues with diagnostic details and steps already taken.
Create, modify, disable, and delete user accounts; reset passwords, unlock accounts, verify identity, and manage access to groups, shared drives, applications, distribution lists, and licenses according to approval workflows and least-privilege principles.
Support MFA enrollment and troubleshooting, SSO issues, access reviews, compliance requests, and audit trails.
Troubleshoot wired and wireless connectivity, IP addressing, DHCP, DNS, basic routing, network printers, VoIP phones, and other networked peripherals; coordinate infrastructure faults with the network team.
Install, configure, and troubleshoot VPN clients on Windows and macOS; support secure remote access and coordinate VPN changes and incidents with network and security teams.
Set up, configure, deploy, and image computers and mobile devices; install, update, and troubleshoot operating systems and business applications.
Manage endpoints using tools such as Intune, SCCM/Configuration Manager, or Jamf; support patching and software deployment and verify endpoint security and disk encryption are functioning.
Perform hardware diagnostics, repairs, warranty claims, and vendor coordination; maintain asset inventories and track assignments, returns, and disposals.
Write and update knowledge base articles, how-to guides, and standard operating procedures; identify recurring issues and recommend fixes or user training.
Support IT projects such as operating system upgrades, office moves, new system rollouts, refreshes, migrations, and integrations; follow security, data protection, and change management policies.
Provide remote and, when needed, on-site support to branch offices; coordinate equipment needs, onboarding and offboarding, office moves, and maintenance with branch contacts.
Troubleshoot branch-specific VPN or WAN connectivity, local network equipment, printers, and phone systems; coordinate remote hands, contractors, and couriers for equipment installation and replacement.
Maintain branch asset inventories, network diagrams, and site documentation, and apply standard images, security configurations, and patching across branch endpoints.
Act as the day-to-day contact for third-party vendors and managed service providers; open, track, and escalate support cases and warranty claims, provide diagnostic information, coordinate approved vendor access, and verify fixes with users.
Perform root cause analysis on recurring or high-impact incidents, document corrective actions and lessons learned, and report vendor performance issues to IT management.
Contribute frontline user and endpoint perspectives to architecture discussions; help evaluate, pilot, and document tools, standards, and configurations; follow approved architecture and deployment standards and flag design gaps or recurring pain points.
Support business continuity and disaster recovery plans by maintaining runbooks, contact lists, and recovery procedures; take part in backup verification, failover tests, and DR exercises and document results.
Restore service during outages by following incident response procedures, including re-imaging devices, restoring user data, and arranging temporary or alternate access; maintain readiness for remote and branch work.
Communicate status during major incidents and contribute to post-incident reviews.
Follow separation-of-duties, least-privilege, approval, credential handling, and audit requirements; perform only authorized tasks and report suspected policy violations or conflicts of interest.
Escalate advanced infrastructure, server, cloud, software, or security problems to the responsible provider or team; gather evidence, record case numbers, maintain communication with affected users, and escalate missed SLAs, broad outages, or risks to IT management.