IT Support Specialist II

EquipmentShare • Columbia, MO

7h • Onsite

About The Position

EquipmentShare is seeking an IT Support Specialist II to join their team at the Corporate Headquarters in Columbia, MO. This onsite position is crucial for providing intermediate to advanced technical support to EquipmentShare employees. The role involves handling escalated issues, troubleshooting operating systems and applications, and ensuring network connectivity. Key responsibilities include mentoring Tier 1 support, maintaining the knowledge base, collaborating with other IT teams and vendors, participating in new software/hardware testing, and performing application clean-up/audits. The specialist will also contribute to projects, participate in an on-call rotation, and occasionally travel for local corporate support. EquipmentShare aims to transform the construction industry through innovative technology and a supportive team.

Requirements

• Self-motivated, exceptional critical thinking and problem-solving skills, and detail-oriented
• Experience with ticketing systems and IT service management (ITSM) practices.
• Experience in creating processes and procedure workflows
• Previous experience with software integrations
• Proficiency with MacOS, iOS, and Windows OS, diagram mapping software, and data migrations
• Experience with MDM solutions (Intune, Kanji Jamf, etc.)
• Experience with managing and creating projects for continuous improvement
• Excellent customer service and communication skills (written and verbal) and an ability to explain technical concepts to non-technical users.
• Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, firewalls, VPNs, and VLAN).
• Ability to work independently as well as collaboratively in a fast-paced environment.
• High school diploma or equivalent.

Nice To Haves

• An associate degree in computer science or a related field
• CompTIA A+, Network+, or equivalent certifications
• At least 2 years of experience in an IT helpdesk, technical support role, or other SaaS platform

Responsibilities

• Provide intermediate to advanced support for EquipmentShare employees
• Respond to escalations and questions from the IT team and other departments via phone calls, in person, Slack, email, and our ITSM platform
• Troubleshoot and resolve problems related to operating systems (Windows, macOS, Linux), core business applications, and network connectivity.
• Mentor and guide Tier 1 support, sharing expertise to elevate the team.
• Occasional travel to provide support for local Corporate locations
• Brainstorm QOL changes and update proper knowledge base solutions
• Collaborate with Tier 3 support, network engineers, system administrators, and external vendors to resolve complex problems.
• Be a part of baseline testing when implementing new software and hardware
• Create and maintain clear documentation in the knowledge base, including solutions, troubleshooting guides, and known issues.
• Perform App clean up and Audits
• Contact application support teams when appropriate (Slack support, Google support, Front support, etc.)
• Serve as a primary or secondary member on projects with moderate scope and impact; provide guidance and integration support for all EquipmentShare departments; participate in projects with significant scope and broad organizational impact.
• Be a part of the on-call rotation after business hours, including weekends
• Perform miscellaneous job-related duties as assigned

Benefits

• Competitive compensation
• Full medical, dental, and vision coverage for full-time employees
• Generous PTO + paid holidays
• 401(k) + company match
• Gym membership stipend + wellness programs (earn PTO and prizes!)
• Company events, food truck nights
• 16 hours of paid volunteer time per year — give back to the community you call home
• Career advancement, leadership training, and professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees