IT Support Specialist II

THE VILLAGE NETWORK • Wooster, OH

10d • Onsite

About The Position

As a partner in building brighter futures for youth and their families, the IT Support Specialist II provides advanced technical support to ensure reliable, secure, and high-performing technology services across The Village Network. This role serves as a Tier 2 escalation point, resolving complex technical issues, supporting enterprise systems, and collaborating closely with managed service providers and vendors. The IT Support Specialist II plays a key role in maintaining system stability, improving processes, and mentoring frontline support staff while delivering excellent customer service.

Requirements

• Associate or bachelor’s degree in an information technology related field. Work experience considered in lieu of degree.
• 4–7+ years of progressive IT support experience, including escalation-level troubleshooting.
• Experience with mobile device management platforms (e.g., Jamf, Intune).
• Proficiency with Microsoft 365 administration and troubleshooting.
• Anti-virus and anti-malware tools
• Remote Desktop Protocol for server access
• Strong problem solving and communication skills required
• Excellent verbal and written communication skills; ability to plan, coordinate; ability to work in consultation/collaboration with others; good decision making and evaluation skills.
• Ability to maintain confidentiality of sensitive information.
• Ability to communicate (verbally and written) with all levels of personnel, internal and external to the company
• Ability to handle bending, stooping, lifting, pushing, reaching, and walking for periods of time.
• Ability to drive to locations within and outside of Ohio and be eligible for auto insurance coverage under organization’s plan.
• Frequently required to stand and walk.
• The employee must regularly lift, push, pull, and/or move up to 40 pounds.
• The employee must be capable of bending, reaching, crouching, and climbing.

Responsibilities

• Serve as the primary escalation point for Tier 1 helpdesk tickets requiring advanced troubleshooting or resolution
• Diagnose and resolve complex issues requiring advanced support related to: Workstations, laptops, mobile devices, and peripherals Operating systems (Windows and/or macOS) Microsoft 365 services, including Exchange Online, Teams, SharePoint, and related administrative functions.
• Network connectivity, copiers/printers, and remote access tools
• Collaborate with Tier 1 support, system administrators, and vendors to resolve issues and implement solutions.
• Provide timely, clear, and effective technical support to users in a fast-paced behavioral health environment
• Document incidents, resolutions, and procedures accurately in the helpdesk system
• Identify recurring issues and recommend process improvements, automation, or long-term fixes
• Assist with onboarding and offboarding of staff, including account provisioning, equipment setup, and access control.
• Provide daily operational & technical support of virtual meetings and conferencing spaces across TVN locations.
• Configure, manage, and troubleshoot devices using mobile device management (MDM) platforms, including policy enforcement and remediation of deployment failures.
• Support IT security best practices, including HIPAA compliance, data privacy, and endpoint security
• Participate in IT projects such as system upgrades, software deployments, and hardware refreshes
• Provide occasional after-hours or on-call support as needed

Benefits

• Competitive salaries and great benefits including a 403(b) plan with both a 5% company contribution and 50% match of the first 7% after 1 year of service.
• 232 hours (YES 29 DAYS!) of PTO offered (prorated for the first year) in addition to 6 paid holidays for fulltime employees with potential for PTO buy back for unused time.
• 12-year history of providing annual bonuses, as well as offering PTO Buybacks.
• Advancement Opportunities: The village network is a growing organization and we aim to promote from within.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 251-500 employees