IT Support Specialist II
About The Position
As a partner in building brighter futures for youth and their families, the IT Support Specialist II provides advanced technical support to ensure reliable, secure, and high-performing technology services across The Village Network. This role serves as a Tier 2 escalation point, resolving complex technical issues, supporting enterprise systems, and collaborating closely with managed service providers and vendors. The IT Support Specialist II plays a key role in maintaining system stability, improving processes, and mentoring frontline support staff while delivering excellent customer service.
Requirements
- Associate or bachelor’s degree in an information technology related field. Work experience considered in lieu of degree.
- 4-7+ years of progressive IT support experience, including escalation-level troubleshooting.
- Experience with mobile device management platforms (e.g., Jamf, Intune).
- Proficiency with Microsoft 365 administration and troubleshooting.
- Anti-virus and anti-malware tools.
- Remote Desktop Protocol for server access.
- Strong problem solving and communication skills required.
- Excellent verbal and written communications skills; ability to plan, coordinate; ability to work in a consultation/collaboration with others; good decision making and evaluation skills.
- Ability to maintain confidentiality of sensitive information.
- Ability to drive to locations within and outside of Ohio and be eligible for auto insurance coverage under organization’s plan.
Responsibilities
- Provides technical support and guidance to end users, resolving issues in coordination with an onsite MSP Partner team.
- Serve as the primary technical liaison for the TVN Family Services and OhioRise programs.
- Diagnose and resolve complex issues requiring advanced support related to: Workstations, laptops, mobile devices, and peripherals; Operating systems (Windows and/or macOS); Microsoft 365 services, including Exchange Online, Teams, SharePoint, and related administrative functions; Network connectivity, copiers/printers, and remote access tools; User setup/maintenance and account auditing.
- Provide timely, clear, and effective technical support to users in a fast-paced behavioral health environment.
- Document incidents, resolutions, and procedures accurately in the helpdesk system.
- Identify recurring issues and recommend process improvements, automation, or long-term fixes.
- Assist with onboarding and offboarding staff, including account provisioning, equipment setup, and access control.
- Provide daily operational & technical support of virtual meetings and conferencing spaces across TVN locations.
- Configure, manage, and troubleshoot devices using mobile device management (MDM) platforms, including policy enforcement and remediation of deployment failures.
- Support IT security best practices, including HIPAA compliance, data privacy, and endpoint security.
- Participate in IT projects such as system upgrades, software deployments, and hardware refreshes.
- Provide occasional after-hours or on-call support as needed.
Benefits
- 403(b) plan with both a 5% company contribution and 50% match of the first 7% after 1 year of service.
- 232 hours (29 DAYS!) of PTO offered (prorated for the first year).
- 6 paid holidays for fulltime employees.
- Potential for PTO buy back for unused time.
- 12-year history of providing annual bonuses.
- Offering PTO Buybacks.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
