IT Support Specialist II
About The Position
The IT Support Specialist II is the first point of contact for employee technology needs. The role documents, troubleshoots, and resolves support requests involving company-supported hardware, services, and applications. It provides onsite support for the Westlake and Irving offices and remote support to remote employees. The specialist responds to Tier 1 and Tier 2 service desk incidents, supports endpoints, systems, and basic network connectivity, manages user accounts and access, assists with onboarding and terminations, and promotes security practices. The role also maintains documentation and the IT asset inventory, contributes to user training and technology evaluations, and participates in IT projects such as migrations, rollouts, and upgrades. Occasional after-hours support may be needed for maintenance windows, urgent issues, or projects assigned by IT management.
Requirements
- Associate’s degree in information technology, Computer Science, or a related field, or equivalent hands-on technical experience.
- At least 4 years of experience in a dynamic service desk or desktop support environment.
- Microsoft 365 or Azure certification (such as MD-102, AZ-900, AZ-104, or SC-900) and/or ITIL Foundation certification.
- Extensive application, hardware, and network troubleshooting experience, including familiarity with TCP/IP, DNS, DHCP, and basic networking concepts.
- Experience using ticketing systems such as ServiceNow, Jira Service Management, or Zendesk.
- Strong knowledge of Windows and macOS platforms.
- Experience with quality control testing on new solutions.
- Clear, patient written and verbal communication, strong attention to detail, and ability to explain technical issues to non-technical users.
- Professional, empathetic, and reliable approach, with the ability to build strong working relationships with employees, vendors, and leaders at all levels.
- Resourceful, independent self-starter with good time management and the ability to prioritize multiple requests in a fast-paced environment.
- Discretion when handling confidential information.
Nice To Haves
- CompTIA A+, Network+, or Security+ certification.
- Experience with MDM tools such as Intune or Jamf and remote support tools.
- Basic scripting skills such as PowerShell.
- Experience supporting remote and onsite workforces.
Responsibilities
- Respond courteously and promptly to Tier 1 and Tier 2 service desk incidents and support requests by phone, email, chat, and in person.
- Log, categorize, prioritize, and resolve support requests involving computers, applications, mobile devices, printers, and peripherals.
- Escalate recurring and widespread issues to IT Leadership.
- Install, configure, troubleshoot, and maintain computer systems and cloud services, including deploying new hardware and software.
- Support network connectivity, VPN, Wi-Fi, and basic network troubleshooting; investigate network operations alerts and respond as needed.
- Apply patches, updates, and security configurations in accordance with company policy.
- Manage user accounts, permissions, and access in Azure/Active Directory (Microsoft Entra ID), Microsoft 365, and other business applications.
- Perform approved new-hire onboarding and terminations, including equipment setup, following defined procedures.
- Assist with MFA enrollment and password resets, and report suspicious activity.
- Create and maintain knowledge base articles and user guides for self-troubleshooting.
- Maintain an accurate IT asset inventory and prepare clear, step-by-step technical documentation.
- Participate in creating and delivering technical training as needed.
- Participate in hardware standardization and application deployment selection; assess compatibility with existing hardware and services and evaluate vendor solutions against user objectives.
- Contribute to IT projects such as migrations, rollouts, and upgrades.
- Maintain professional and technical knowledge through workshops, professional publications, and professional networks.
- Provide occasional after-hours support for maintenance windows, urgent issues, or projects assigned by IT management.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
