IT Support Specialist II

Apollo Mechanical Contractors • Kennewick, WA

8d

About The Position

The IT Support Specialist II provides technical assistance and second-level support to end users across the organization. The position installs, configures, maintains, and troubleshoots hardware, software, and network-related systems to support reliable and efficient operations. It requires technical expertise, professional communication, and a commitment to high-quality customer service.

The specialist serves as an escalation point for complex technical issues; supports user devices, peripherals, and applications; performs updates, security patches, and hardware upgrades; and troubleshoots basic network issues. The role also documents support work, coordinates with vendors, contributes to IT initiatives, and helps users adopt technology solutions.

Requirements

• At least 2 years of experience in a help desk, technical support, or IT support role.
• Proficiency with PC hardware, Microsoft Windows operating systems, and productivity tools such as Microsoft 365.
• Working knowledge of networking concepts, including DNS, DHCP, VPN, firewalls, routers, and switches.
• Experience using IT service management (ITSM) and ticketing systems.
• Familiarity with remote support tools and techniques.
• Strong problem-solving skills, including the ability to analyze, prioritize, and resolve issues effectively.
• Excellent written and verbal communication skills and the ability to interact professionally at all organizational levels.
• A customer-focused mindset and demonstrated ability to build positive working relationships.

Nice To Haves

• Associate’s or bachelor’s degree in Information Technology, Computer Science, or a related field; preferred but not required.
• CompTIA A+, Network+, or Microsoft certifications.
• Experience supporting hybrid environments with both on-site and remote employees.
• Exposure to ITIL practices and ITSM frameworks.

Responsibilities

• Serve as the primary escalation point for complex technical issues and ensure timely resolution with minimal disruption to business operations.
• Install, configure, and maintain workstations, laptops, mobile devices, peripherals, and related software applications.
• Diagnose and resolve hardware and software issues, escalating to senior IT staff or vendors when appropriate.
• Perform system updates, security patches, and hardware upgrades in accordance with IT standards and policies.
• Troubleshoot and resolve basic network issues, including connectivity, access, and configuration problems.
• Document support activities, resolutions, and procedures in the IT knowledge base.
• Collaborate with vendors and third-party providers to resolve issues and support system enhancements.
• Contribute to IT initiatives, including hardware refresh projects, software deployments, and process optimization.
• Communicate professionally with end users and provide user-friendly training to support adoption of technology solutions.

Benefits

• Competitive compensation and benefits package.
• Professional development opportunities, including training and certifications.
• Collaborative and supportive work environment focused on operational excellence.
• Medical, dental, and vision benefits.
• 401(k) with company match.
• Short-term disability, long-term disability, and voluntary life benefits.
• Paid time off.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed