IT Specialist - Tier II Support
About The Position
JusticeWorks YouthCare is hiring a full-time IT Specialist – Tier 2 Support based at Headquarters. The role provides advanced technical support and manages device, wireless, telecommunications, and internet services across program sites. The IT Specialist serves as an escalation point for the IT Assistant, administers mobile device management, coordinates carrier and vendor relationships, and helps guide technology projects and transitions. The position also maintains IT procedures and training resources while delivering professional, confidential, and responsive customer service.
Requirements
- Associate’s degree in IT or a related field, or equivalent education and experience.
- 2–4 years in IT support, including at least 1 year in Tier 2 support or system administration.
- Hands-on Microsoft 365 administration and mobile device management experience; Intune is preferred.
- Troubleshooting skills in Windows, iOS/Android, and basic networking.
- Experience managing wireless, telecom, or internet accounts and vendors.
- Experience coordinating multi-site projects to meet deadlines.
- Calm, professional communication under pressure, active listening, and respectful collaboration with staff, vendors, and leadership.
- Valid driver’s license, auto insurance, and access to a vehicle for site travel.
- Ability to pass applicable clearances and pre-employment, post-offer drug screening.
Nice To Haves
- Freshservice or similar ITSM/asset management experience.
- PowerShell experience for Microsoft 365 and Exchange Online administration.
- Human services or healthcare experience, including familiarity with HIPAA and EHR systems such as Welligent.
- CompTIA A+, Network+, Microsoft 365 Endpoint Administrator Associate (MD-102), or similar certifications.
Responsibilities
- Manage laptops, smartphones, and peripherals through Microsoft Intune, including setup, security policies, app deployment, remote lock or wipe, reimaging, and repair coordination.
- Manage Verizon Wireless accounts and reconcile lines against active staff.
- Coordinate internet installations, moves, outages, and vendor rate and contract reviews across program sites.
- Resolve escalated Freshservice tickets, support Microsoft 365 administration, and coach the IT Assistant on recurring issues.
- Partner with the managed service provider and vendors to troubleshoot network, server, and equipment issues.
- Oversee equipment purchasing, hardware standards, refresh planning, and secure disposal.
- Maintain accurate Freshservice inventory with the IT Assistant and address missing, damaged, or unreturned equipment according to company procedures.
- Coordinate technology projects and transitions across program sites, keeping program directors and regional leadership informed of timelines and progress.
- Maintain IT procedures, knowledge base articles, and staff training materials.
- Provide professional, confidential, and responsive customer service.
- Perform other duties as assigned.
Benefits
- Medical, dental, and vision insurance.
- Wellness Program.
- 401K with company match.
- Employee Stock Ownership Plan (ESOP).
- Company-paid life insurance.
- Company-paid short-term and long-term disability.
- Tuition reimbursement.
- Company-paid holidays and paid time off.
- Employee referral bonus.
- Clearance reimbursement and renewal.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
