IT Support Specialist II (Mid-Level Support)
About The Position
The IT Support Specialist Level II provides advanced technical support, troubleshooting, and problem-solving for office and field end users. The role is an initial point of contact alongside Level I support for laptop, desktop, printer, and mobile-device issues. The specialist also mentors Level I agents and helps with testing, training, application and hardware deployments, and recovery processes. The primary work involves office-based inbound calls and tickets, with technical support at local and remote locations as requested. Travel to company locations and after-hours support for end users, networks, and IT infrastructure are required.
Requirements
- Associate degree in Computer Science, Information Technology, or a related field; a degree may be substituted with at least 1–3 years of experience as an IT Support Specialist Level I.
- At least 5 years of experience in customer service, information technology support, or a related field.
- Experience supporting end-user hardware, software, and applications.
Nice To Haves
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
Responsibilities
- Provide advanced technical support for complex hardware and software problems and system errors, including resolving tickets escalated from Level I.
- Mentor Level I support agents, provide guidance on technical problem-solving, and share knowledge and best practices.
- Record, troubleshoot, escalate, and follow up with end users on IT support matters.
- Contribute to creating and improving support documentation.
- Investigate, diagnose, and resolve IT issues efficiently; escalate issues to higher-level support when necessary.
- Assist with IT asset management, including hardware and software inventory, equipment tracking and retrieval, and license compliance.
- Help maintain hardware, software, and licensing needs.
- Support computer users with hardware, software, and supported applications.
- Install and deploy workstations, tablets, iPads, iPhones, and other IT technology.
- Assist with testing, training, application and hardware deployments, and recovery processes.
- Maintain complete and accurate logs and documentation of responsibilities and completed work.
- Provide required after-hours end-user, network, and IT infrastructure support.
- Travel to company locations to support end users, networks, and IT infrastructure.
- Perform other IT-related duties as directed and assigned by the IT Supervisor, Manager, or Director.
Benefits
- Benefits begin on the first day of employment.
- 401(k) with a 4% match and no waiting or vesting period.
- PTO, floating holidays, and paid holidays.
- Company-paid life insurance and short-term disability.
- Employee Assistance Programs for mental health and wellness.
- Learning and Development Programs.
- Discounts on travel, cell phones, clothing, and more.
- Employee referral program.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
