IT Support II
About The Position
The Technical Support Specialist II provides advanced technical support across endpoint devices, enterprise applications, network connectivity, and user-access environments. This role serves as an escalation point for Tier I issues, supports onboarding/offboarding technology processes, and delivers high-quality end-user service, including executive-level (VIP) support. The position requires strong troubleshooting capabilities, incident management experience, and the ability to work independently while collaborating across cybersecurity, infrastructure, and application teams.
Requirements
- 3+ years of technical support, help desk, or IT support experience.
- Hands-on experience supporting Microsoft 365 / Office 365 environments.
- Experience troubleshooting endpoint devices, printers, and enterprise applications.
- Familiarity with ticketing systems and incident management workflows.
- Working knowledge of basic networking concepts (TCP/IP, connectivity troubleshooting).
- Strong written and verbal communication skills and the ability to work independently.
Nice To Haves
- Experience supporting retail or Point-of-Sale (POS) environments.
- Familiarity with remote support tools such as Splashtop or NinjaOne.
- Experience with Halo or similar ticketing platforms.
- Experience supporting Dell Latitude, Microsoft Surface, and Apple macOS devices.
- Exposure to cybersecurity incident response processes.
- Experience delivering executive/VIP technical support.
Responsibilities
- Provide Tier II technical support, resolving escalated hardware, software, POS, and application-related issues.
- Administer and support Microsoft 365 / Office 365 environments, including account management, licensing, and troubleshooting.
- Troubleshoot endpoint devices, printers, POS systems, audio/visual equipment, and conferencing technology.
- Provide remote support using tools such as Splashtop or NinjaOne.
- Support laptop imaging, deployment, hardware repairs, and operating system configuration.
- Perform basic network troubleshooting for connectivity, printer, and access-related issues, escalating as needed.
- Manage and document service requests and incidents within the ticketing system, ensuring accurate tracking and timely resolution.
- Respond to cybersecurity-related incidents and coordinate with appropriate internal teams to support containment and resolution.
- Assist with employee onboarding and offboarding processes, including account provisioning, access management, and device preparation.
- Maintain IT documentation, knowledge base articles, and operational procedures to support team efficiency.
- Participate in rotational on-call support for critical after-hours technical needs.
- Deliver high-touch support for executive and VIP users requiring priority service.
- Provide phone, remote, and in-person technical assistance with a strong customer-service orientation.
- Collaborate with infrastructure, cybersecurity, network, and vendor support teams to resolve cross-functional technical issues.
- Support conference room technology and large meeting setups as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
