IT Support Specialist 2.5

The AME Group•Nashville, TN

About The Position

AME is a Managed Service Provider focused on delivering excellent client experiences through reliable support, smart processes, and continual improvement. The OSC Desktop team handles issues requiring deeper troubleshooting, sound judgment, and clear communication, particularly when automation cannot fully complete the work. The IT Support Specialist II provides advanced technical support for complex desktop and application issues, owns escalated tickets, and delivers strong customer service. Success in the role requires technical expertise, communication skills, effective prioritization, and a commitment to learning and improving processes. The specialist also documents client environments and repeatable solutions, contributes to process improvements, and helps develop Level 1 technicians. Success is measured by resolving a team-defined number of tickets per week, booking 80% of time toward client issues, completing three SOP updates or improvements per quarter, meeting or exceeding response-time and resolution SLAs, and pursuing professional development goals. These goals include earning Microsoft 365 Certified: Endpoint Administrator Associate, cross-training in other technical areas, and completing assigned advanced training pathways.

Requirements

Experience or demonstrated skills administering Microsoft 365, including Exchange Online, SharePoint, and security configurations.
Active Directory administration skills, including Group Policy troubleshooting and user and group management.
Advanced desktop and application troubleshooting skills, including resolving performance issues, conflicts, and complex problems.
macOS troubleshooting skills and basic Jamf or MDM support capability.
Knowledge of network fundamentals, including VPN, DNS, DHCP, and basic diagnostics.
Knowledge of backup and recovery, including file and folder restore workflows.
Security awareness, including phishing identification, malware response, and MFA implementation.
Excellent customer service skills and comfort handling escalated client issues.
Strong written and verbal communication skills, including the ability to explain technical concepts to non-technical users.
Sound decision-making and the ability to troubleshoot independently, including when no SOP is available.
An ownership mindset, accountability for driving issues to resolution, and judgment about when to escalate.
Team-oriented collaboration and willingness to share knowledge.
Commitment to continuous learning and improvement.

Nice To Haves

CompTIA A+ and/or Network+ certification.
Apple Certified Support Professional (ACSP) certification.
ITIL Foundation certification.
Intune/MEM administration experience.
Azure AD Connect sync troubleshooting experience.
Basic PowerShell scripting skills.
Experience with RMM tools such as ConnectWise or NinjaOne.
Experience with PSA tools such as Autotask or ConnectWise Manage.
VDI or virtual desktop support experience, including Citrix or VMware Horizon.
Mobile device support experience for iOS or Android.
Zoom or Teams room systems support experience.

Responsibilities

Resolve advanced desktop and application issues, including performance problems, application conflicts, and registry-level troubleshooting.
Take over tickets escalated from AI or automation systems when automated tools cannot successfully complete a request.
Administer Microsoft 365 environments, including Exchange Online, SharePoint permissions, security groups, and conditional access policies.
Perform Active Directory tasks, including user and group management, Group Policy troubleshooting, and basic modifications.
Support macOS environments, including troubleshooting and basic Jamf or MDM administration.
Troubleshoot network-related issues, including VPN connectivity, DNS/DHCP problems, and basic network diagnostics.
Implement and support backup and recovery solutions, including file and folder restores from client backup systems.
Identify and respond to security issues, including phishing attempts, malware removal, and MFA implementation.
Manage software installations, deployments, and licensing issues.
Perform hardware diagnostics and coordinate replacements or on-site support when needed.
Document work in the service desk system, including clear resolution notes, next steps, and time entries.
Create and maintain client-specific SOPs and contribute to ongoing process improvements.
Mentor Level 1 technicians through shadowing, ticket reviews, and hands-on training.
Collaborate with server, network, and security teams on escalations and complex issues.
Participate in client onboarding, migrations, and projects as needed.
Resolve tickets requiring human judgment and make nuanced decisions when automation cannot complete the work.
Document unique client environments and repeatable solutions to improve consistency and support future automation.
Provide personalized support when clients need human interaction, deeper context, or direct communication.
Meet team-defined ticket-volume goals, book 80% of time toward client issues, complete three SOP updates or improvements per quarter, and meet or exceed SLAs for response time and resolution.
Pursue professional development goals, including Microsoft 365 endpoint certification, cross-training, and assigned advanced training pathways.