IT Support Specialist II

Shorr Packaging Corp.•Corporate Headquarters,

49d

About The Position

This role is responsible for providing advanced technical support to end users and serves as an escalation point for complex service desk issues. The IT Support Specialist II performs deeper analysis and troubleshooting across endpoint, network, and collaboration technologies, assists with system administration tasks, and contributes to continuous improvement of IT support processes.

Requirements

Associate degree or equivalent experience, or 3 to 5 years of relevant professional experience or training
Windows Server 2016/2019/2022, Windows 11
Active Directory Administration (including user/computer management, DNS, DHCP)
Laptop/Desktop hardware troubleshooting
Apple iOS; Android
M365 and Entra ID support and administration
Citrix
VOIP phone system experience
Mobile device management (including mobile phones and tablets using Intune)
Corporate anti-virus management
Endpoint network connectivity, VPN and multi-factor authentication workflows
Technical documentation

Responsibilities

Serve as an escalation point for complex service desk calls and trouble tickets.
Provide advanced onsite, remote, and phone-based support.
Perform root cause analysis.
Troubleshoot advanced hardware and connectivity issues.
Onboarding and offboarding new and terminated employees, including role changes within the organization
Administer Microsoft 365 services, Intune endpoint management, Active Directory/Entra ID.
Maintain asset lifecycle management and standardization.
Support multi-factor authentication tools including but not limited to Microsoft MFA
Maintain asset tracking and IT inventory.
Provide support for members of the Service Desk team ranging from complex technical solutions, building critical thinking, and guiding execution of daily duties.
Contributes to the development of the Service Desk’s ticket management platform including developing and enhancing self-help guides and knowledge articles to improve support operations.
Support Citrix/VDI, Windows environments, disaster recovery activities, documentation, and mentor IT Support Specialist I staff.