IT Support Specialist II

Romanoff Group of Companies•Acworth, GA

1d•Onsite

About The Position

The IT Support Specialist II supports team members across the Romanoff Group locations. This position focuses on helpdesk ticket ownership, employee onboarding and offboarding, laptop imaging and deployment, and troubleshooting Windows computers, Microsoft 365 applications, printers, mobile devices, and other peripherals. The IT Support Specialist 2 is comfortable resolving routine and intermediate support issues remotely, by phone, and in person. This role follows established IT procedures, keeps employees informed, and escalates issues that require advanced identity, infrastructure, or security expertise.

Requirements

Three to four (3-4) years of professional help desk, desktop support, or related IT experience, or an equivalent combination of education and relevant experience.
Hands-on experience supporting Windows computers, Microsoft 365 applications, printers, peripherals, and basic wired and wireless connectivity.
Experience preparing, imaging, deploying, and troubleshooting employee computers.
Experience using ticketing and remote support tools, documenting troubleshooting, and communicating clearly with employees or customers.
Experience in a direct employee or customer support role, with the ability to explain technical issues clearly and professionally, document findings, and know when to escalate.
Practical experience using generative AI tools for technical research or documentation, with the ability to verify results before applying them.
High School diploma or equivalent

Nice To Haves

Relevant industry certifications and miscellaneous experience including but not limited to Microsoft Intune and Windows Autopilot, Freshservice/FreshDesk, Jamf or other iOS Management tools, UniFi networking, and basic PowerShell.
Bachelor's degree

Responsibilities

Receives, documents, prioritizes, troubleshoots, and resolve help desk tickets.
Maintains clear notes, keeps employees informed, and follows requests through resolution.
Prepares equipment and approved account access for new hires using onboarding checklists.
Sets up workstations and helps employees get started with company technology.
Completes assigned offboarding tasks, including disabling access as directed, coordinating equipment returns, and updating account and asset records.
Images and reimages laptops and desktops using established deployment processes.
Installs approved applications, drivers, and updates, and verifies required security settings before delivery.
Installs, configures, and troubleshoots docking stations, monitors, local and network printers, scanners, UPS devices, headsets, and related peripherals, including printer drivers and print queues.
Resolves common Windows, Outlook, Teams, OneDrive, SharePoint, browser, software installation, performance, and user profile issues.
Troubleshoots routine wired, wireless, and VPN connectivity issues and escalates outages.
Performs routine account, group, license, and password support in Microsoft 365, Active Directory, and Microsoft Entra ID within assigned permissions.
Supports iPhones/Android/iPads/Zebra tablets, including enrollment, email and application setup, and routine troubleshooting through the company’s mobile device management tools.
Escalates complex or unresolved issues to Level 3 or the appropriate IT team with symptoms, troubleshooting performed, and relevant diagnostic information.
Assists with multifactor authentication setup/recovery using identity verification procedures.
Maintains accurate inventory and warranty records.
Receives, packages, ships, and tracks equipment, loaner devices, repairs, and returns for employees and remote offices.
Guides employees through troubleshooting, provides basic technology training, and maintains knowledge articles and support checklists.
Additional duties as assigned.