IT Support Specialist II - AMER - Internal Only
About The Position
The IT Support Specialist II supports a Slack-first regional service model by resolving employee technology issues and requests through Slack, ticketing, and in-person channels. The role handles complex troubleshooting, supports service recovery, and helps provide a consistent regional support experience. Working closely with frontline support partners, technical teams, and office contacts, this specialist routes work to the appropriate channel, restores service, and maintains current support knowledge. The role also identifies recurring issues, reinforces support standards, and documents processes to improve regional support quality.
Requirements
- At least 5 years of related experience; or a bachelor's degree and at least 2 years of related experience; or an advanced degree with no experience required.
- Troubleshooting skills across endpoint hardware, operating systems, applications, and account access.
- Clear written documentation and consistent case note quality.
- Ability to prioritize work across chat, ticket, and in-person support queues.
- Working knowledge of device setup, software deployment, and standard support tools.
- Ability to follow runbooks, use judgment, and escalate issues at the right time.
- Experience identifying recurring issues and improving knowledge content or support procedures.
- Ability to coach frontline support partners and reinforce service standards.
Responsibilities
- Triage escalations from frontline support and determine next steps for timely resolution.
- Resolve complex hardware, software, access, and device issues across supported channels.
- Restore service during interruptions by following runbooks and coordinating with partner teams.
- Fulfill support requests, document work clearly, and keep case records accurate and current.
- Identify recurring issues, update knowledge content, and recommend practical improvements to local workflows.
- Coach frontline support partners on troubleshooting steps, standards, and clear case handling.
- Support office and site technology operations, including setup, recovery, and day-to-day readiness.
Benefits
- Paid Time Off policy
- Quarterly bonuses may be included in total compensation
- Restricted Stock Units (RSUs) may be included in total compensation
- Region-specific benefits may be included in total compensation
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
