IT Support Specialist II

Steele Solutions•Milwaukee, WI

1d•Onsite

About The Position

The IT Support Specialist II serves as a leader within the IT department, providing advanced technical support to end users and resolving complex hardware, software, and network issues. The role is the primary escalation point for Support Specialist I staff and requires independent judgment, discretion, and specialized knowledge to manage systems, support the IT team, and promote service excellence and operational continuity. The specialist oversees hardware, software, peripheral, account, permission, and access-rights management; leads IT projects and initiatives from planning through implementation; and serves as a subject matter expert for assigned applications and enterprise platforms. The position also develops training and documentation, coaches junior staff, monitors core-system performance, identifies improvements and technology opportunities, and collaborates with IT leadership and other teams. The role provides leadership during the on-call rotation for critical after-hours incidents. Travel to other Wisconsin and Ohio locations may be required. The position is office-based with some local travel, and work in the plant requires hearing protection and hair restraints.

Requirements

At least five years of experience as an IT Support Specialist or in a similar role.
Advanced IT support experience across hardware, software, networking, and enterprise applications, including troubleshooting and escalation management.
Strong knowledge of Windows OS, Microsoft 365, Active Directory, networking fundamentals, endpoint security, and VPN technologies.
Experience supporting enterprise environments, including ERP, ITSM, and multi-site infrastructures, with attention to operational continuity and business alignment.
Familiarity with role-based access control (RBAC) and enterprise file structures.
Ability to function as a subject matter expert in key applications and drive process improvements, system optimization, and service excellence.
Strong customer-service skills and ability to work under pressure while anticipating and addressing user needs.
Good verbal, written, and interpersonal communication skills; ability to communicate effectively with employees at all levels and write routine reports and correspondence.
Solid organizational, documentation, and project-management skills, including the ability to manage multiple projects simultaneously.
Strong problem-solving skills and a proactive, solutions-oriented approach.
Ability to work independently and prioritize effectively.
Ability to perform basic arithmetic and compute rates, ratios, and percentages.
Ability to apply common-sense understanding to written, oral, or diagrammed instructions and solve problems involving several concrete variables in standardized situations.
Ability to meet the described physical demands, including occasional lifting or moving of up to 25 pounds; reasonable accommodation may be made.
Ability to travel to other Wisconsin and Ohio locations as needed.

Nice To Haves

Associate’s or bachelor’s degree in Information Technology, Computer Science, or a related field.
Experience supporting manufacturing or multi-site environments.

Responsibilities

Troubleshoot and resolve technical issues involving desktops, laptops, mobile devices, printers, network connectivity, and enterprise applications; escalate issues as appropriate and serve as the primary escalation point for Support Specialist I staff.
Oversee installation, configuration, and maintenance of hardware, software, and peripherals.
Manage user accounts, permissions, and access rights in Active Directory and other systems.
Lead complex IT projects and initiatives, including system rollouts, upgrades, and security enhancements, managing milestones, scope, and stakeholder communication from planning through implementation.
Serve as a subject matter expert for assigned applications and enterprise platforms, providing in-depth knowledge, training, and best-practice recommendations.
Create and deliver training materials, workshops, and knowledge-base documentation for end users and Support Specialist I employees.
Guide, coach, and support junior IT staff; assist with onboarding and promote knowledge sharing and continuous learning.
Monitor core-system IT performance, address potential issues proactively, and recommend technologies to improve security, efficiency, and reliability.
Partner with IT leadership and cross-functional teams to support operational continuity, identify process improvements, and implement solutions that improve service delivery.
Provide guidance and leadership during the on-call rotation and ensure availability and rapid response to critical after-hours technical incidents.
Perform other duties as assigned by the IT Support Manager or other organizational leaders.
Travel to other Wisconsin and Ohio locations as needed.