IT Infrastructure Support Specialist – Tier 2 (On-Site)

HOPE Community Services, Inc.•Oklahoma City, OK

6d•Onsite

About The Position

HOPE Community Services, Inc. is a leading outpatient treatment provider in south Oklahoma City. We provide compassionate trauma informed care to individuals whose lives have been impacted by mental health and substance use disorders. We do this by providing compassionate and evidence-based treatment, aimed at improving the quality of life for those we serve. We’re looking for an IT professional who enjoys solving problems, supporting people, and growing their technical skillset. This position bridges front-line help desk support and systems administration, playing a key role in maintaining a stable and secure environment for staff and the clients we serve. The IT Help Desk II provides Tier 1 and Tier 2 technical support to staff across the organization, resolving a wide range of hardware, software, and connectivity issues. This role also assists with maintaining a hybrid IT environment, including on-premises systems and Microsoft 365, helping ensure reliable and secure day-to-day operations.

Requirements

High school diploma or GED required
Minimum of 2 years of experience in help desk or technical support, with exposure to Tier 2 troubleshooting or systems administration
Reliable transportation and valid Oklahoma driver's license
Availability to participate in an after-hours rotating on-call support schedule as needed

Nice To Haves

associate’s degree or technical certification in Information Technology preferred

Responsibilities

Resolve hardware, software, and network issues efficiently using approved methodologies.
Administer M365, on-prem, and enterprise tools (DUO/Okta, Datto, Tanium, SharePoint) and hardware (Dell, SonicWall, Cisco, Meraki).
Take pride in the facility by assisting with maintaining 'display-ready' server closet standards with orderly cabling, labeling, and cleanliness.
Work ticketing queue efficiently and professionally to meet enterprise-level service standards.
Execute "What is the Next Step" (WITNS) protocol to ensure seamless support.
Collaborate across tiers to resolve issues without resorting to unvetted or cold ticket transfers.
Adhere to the 'One Action = One Ticket' rule
Demonstrate willingness to provide in-person support over same-building phone support
Provide respectful verbal communication of technical concepts to non-technical personnel
Apply strong attention to detail in written SOPs and professional correspondence.
Prioritize company policy over personal preference at all times.
Demonstrate integrity by adhering to organizational standards regardless of past training.
Master new systems and processes proactively with a change & growth mindset.