IT Support Specialist II

Apollo Mechanical Contractors • Kennewick, WA

2d

About The Position

The IT Support Specialist II provides technical assistance and second-level support to end users across the organization. The position installs, configures, maintains, and troubleshoots hardware, software, and network-related systems to support reliable and efficient operations. It requires technical expertise, professional communication, and a commitment to high-quality customer service.

The role serves as the primary escalation point for complex technical issues, supports IT projects and system enhancements, and documents support activities and procedures. It also communicates with and trains end users to support adoption of technology solutions.

Requirements

• At least 2 years of experience in a help desk, technical support, or IT support role.
• Proficiency with PC hardware, Microsoft Windows operating systems, and productivity tools such as Microsoft 365.
• Working knowledge of networking concepts, including DNS, DHCP, VPN, firewalls, routers, and switches.
• Experience using IT service management (ITSM) and ticketing systems.
• Familiarity with remote support tools and techniques.
• Strong problem-solving skills, including the ability to analyze, prioritize, and resolve issues effectively.
• Excellent written and verbal communication skills and the ability to interact professionally at all organizational levels.
• Customer-focused mindset and demonstrated ability to build positive working relationships.

Nice To Haves

• Associate’s or bachelor’s degree in Information Technology, Computer Science, or a related field; preferred but not required.
• CompTIA A+, Network+, or Microsoft certifications.
• Experience supporting hybrid environments with both on-site and remote employees.
• Exposure to ITIL practices and ITSM frameworks.

Responsibilities

• Serve as the primary escalation point for complex technical issues and resolve them promptly to minimize business disruption.
• Install, configure, and maintain workstations, laptops, mobile devices, peripherals, and related software applications.
• Diagnose and resolve hardware and software issues, escalating to senior IT staff or vendors when appropriate.
• Perform system updates, security patches, and hardware upgrades in accordance with IT standards and policies.
• Troubleshoot basic network issues, including connectivity, access, and configuration problems.
• Document support activities, resolutions, and procedures in the IT knowledge base to promote consistency and process improvement.
• Collaborate with vendors and third-party providers to resolve issues and support system enhancements.
• Contribute to IT initiatives, including hardware refresh projects, software deployments, and process optimization.
• Provide professional, user-friendly communication and training to support end-user adoption of technology solutions.

Benefits

• Competitive compensation and benefits package.
• Professional development opportunities, including training and certifications.
• Collaborative and supportive work environment focused on operational excellence.
• Medical, dental, and vision benefits.
• 401(k) with company match.
• Short-term disability (STD), long-term disability (LTD), and voluntary life benefits.
• Paid time off.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed