IT Support Specialist II

Gifthealth•Columbus, OH

11d•Onsite

About The Position

The IT Support Specialist II provides advanced end-user technical support across Gifthealth’s user environment, including workstations, applications, access, connectivity, peripherals, and standard business systems. Reporting to the IT Support Site Lead, this role handles incoming support requests, resolves escalated or moderately complex technical issues, documents work accurately, and coordinates with IT Support, IT Operations, or Engineering when additional support is needed. The position emphasizes issue ownership, deeper troubleshooting, effective escalation handling, clear communication, and a consistent, high-quality support experience that supports user productivity and reduces unnecessary escalations. The position is on-site, during standard Gifthealth business hours, and participates in an on-call rotation as required. Specific schedules may vary based on site and operational needs. The role provides regular on-site support for users, devices, workstations, peripherals, and day-to-day technology operations, and may coordinate with IT Support, IT Operations, Engineering, Facilities, and business teams.

Requirements

High school diploma or equivalent.
2–4 years of experience in an IT support, help desk, or technical support role.
Strong understanding of endpoint systems, user environments, common business applications, peripherals, enterprise support tools, and basic identity/access concepts such as SSO, SAML, provisioning, password resets, and access workflows.
Advanced troubleshooting skills and ability to diagnose and resolve standard and moderately complex technical issues.
Ability to manage incoming support volume while owning escalated issues, applying sound judgment, and driving issues through resolution.
Ability to analyze problems, identify recurring trends, contribute to root cause resolution, improve support workflows, and reduce unnecessary escalations.
Strong documentation and communication skills, including attention to detail, clear escalation context, and the ability to translate technical concepts for non-technical users.
Ability to work independently and collaborate across IT Support, IT Operations, Engineering, and business teams while following team processes, support expectations, and escalation paths.
Understanding of data privacy and security best practices, including appropriate handling of sensitive or regulated information such as PHI/HIPAA environments.

Nice To Haves

Intermediate-level IT certification, such as CompTIA Network+, or equivalent experience.
Experience working in an IT service management system and handling escalated tickets.
Experience mentoring or supporting junior team members.
Exposure to identity, endpoint, or enterprise support environments.
Basic scripting or automation experience, such as PowerShell, Bash, or similar.
Working knowledge of enterprise support tools and platforms such as Okta, Google Workspace, Slack, IT service management platforms, endpoint management/MDM tools, and cloud-based business applications.

Responsibilities

Respond to incoming IT support requests through the ticketing system, chat, and in-person interactions while balancing direct ticket intake with escalated work from IT Support Specialist I.
Troubleshoot and resolve standard and moderately complex issues involving workstations, applications, access, connectivity, user devices, peripherals, and enterprise support systems.
Own issues escalated by IT Support Specialist I, apply deeper troubleshooting and judgment, document user or business impact, and drive resolution when possible before escalating to the IT Support Site Lead, IT Operations, Engineering, or other teams.
Escalate urgent or high-impact issues through established site leadership coverage, IT Support leadership, or designated escalation paths when the assigned IT Support Site Lead is unavailable.
Meet response-time, resolution, documentation, escalation, and first-contact resolution expectations aligned with IT Support service standards.
Identify recurring issues, support trends, and opportunities to improve workflows, reduce repeat incidents, strengthen root cause analysis, and reduce unnecessary escalations.
Assist with complex device deployments, upgrades, site-level technology changes, onboarding, offboarding, access workflows, and implementation of solutions directed by IT Support leadership or IT Operations.
Develop and maintain knowledge base articles, troubleshooting documentation, and standard procedures for complex or recurring issues.
Provide guidance and mentorship to IT Support Specialist I team members.
Communicate clearly and professionally with technical and non-technical users, handle escalated or sensitive support issues with accountability, and maintain a high level of customer service.
Move throughout the facility to provide on-site technical support.
Lift and transport IT equipment up to approximately 50 lbs.
Work on a computer for extended periods and communicate effectively in person, over the phone, and in writing.