IT Support Specialist II

BreakthroughFuel•Appleton, WI

About The Position

The IT Support Specialist II builds on foundational support skills to handle a broader and more complex range of technical issues, with greater independence and ownership. This role takes on escalated tickets, supports junior team members, and contributes to process improvement while maintaining a high standard of service delivery across the organization.

Requirements

2–4 years of experience in IT support, desktop support, or a help desk environment
Solid working knowledge of Windows 10/11, macOS, Android, and iOS operating systems
Proficiency with Microsoft 365 administration and end-user support (Outlook, Teams, OneDrive, SharePoint)
Experience with Active Directory and Azure AD user and group management
Familiarity with networking fundamentals including TCP/IP, DNS, DHCP, and VPN connectivity
Experience with ITSM ticketing platforms and ITIL-aligned support processes
Strong documentation skills with ability to create and maintain knowledge base content
Customer-focused with strong communication skills across all levels of the organization
Ability to travel occasionally (up to 10%) to support remote or satellite locations

Responsibilities

Resolve escalated and complex IT support requests across hardware, software, networking, and access management
Serve as a technical resource and informal mentor for IT Support Specialist I team members
Provide in-person, remote, and desk-side support with a focus on first-call resolution and end-user satisfaction
Troubleshoot intermediate-to-advanced issues across laptops, desktops, mobile devices, printers, VPN, and peripherals
Support new hire onboarding and offboarding processes, ensuring complete and accurate provisioning and deprovisioning
Administer user accounts, group memberships, and access permissions in Active Directory and Azure AD
Deliver advanced application support for Microsoft 365, including configuration, troubleshooting, and user guidance
Participate in hardware lifecycle management including procurement coordination, deployment, and refresh planning
Identify recurring issues and collaborate with the team to develop knowledge base articles and permanent solutions
Assist with IT projects, including system upgrades, migrations, and new technology rollouts
Maintain and improve asset tracking accuracy and inventory management processes
Follow and help enforce IT policies, security standards, and compliance requirements
Travel as needed (up to 10%) to support remote or satellite locations
Live our values of High Performance, Caring Relationships, Strategic Foresight, and Entrepreneurial Spirit
Find A Better Way by championing continuous improvement and quality control efforts to identify opportunities to innovate and improve efficiency, accuracy, and standardization
Continuously learn and develop self professionally
Support corporate efforts for safety, government compliance, and all other company policies & procedures
Perform other related duties as required and assigned