IT Support Specialist II
About The Position
SHINE Technologies is seeking an IT Support Specialist II to provide advanced technical support to internal customers and serves as an escalation point for tier 1 support. This role is responsible for diagnosing and resolving complex hardware, software, and operating system issues across multiple platforms. The IT Support Specialist II takes ownership of incidents through resolution, identifies root causes of recurring issues, and collaborates with other IT teams to improve end user technology, reliability, and support processes. The base salary range for this position is $28.00 - $32.00 per hour plus a comprehensive compensation package. Our salary ranges are determined by role, level, and location.
Requirements
- Minimum 3–5 years experience in a customer-facing IT support role, including tier 2 or escalation support
- Strong troubleshooting and analytical skills with the ability to resolve complex technical issues
- Excellent interpersonal and communication skills, both written and verbal
- Demonstrated ability to work independently and manage multiple priorities
- Strong experience supporting Windows 10/11 operating systems
- Basic to intermediate experience supporting Linux operating systems, including user-level troubleshooting, command-line navigation, and log review
- Proficiency with Microsoft 365 (Outlook, Teams, Word, Excel, PowerPoint)
- Experience with remote support tools and help desk ticketing systems
- Highly organized and detail-oriented
Nice To Haves
- Experience supporting or administering Active Directory and Azure Active Directory
- Working knowledge of Microsoft Intune or other MDM solutions
- Understanding of network fundamentals (DNS, DHCP, TCP/IP, VPN)
- Experience supporting mobile devices (iOS and Android)
- Familiarity with ITIL processes and incident/problem management
- Experience creating technical documentation and knowledge base articles
- Technical certifications such as CompTIA A+, Network+, or Microsoft certifications
Responsibilities
- Serve as an escalation point for tier 1 support and resolve complex technical issues
- Provide advanced troubleshooting and support for Windows, macOS, and Linux operating systems
- Diagnose and resolve hardware, operating system, application, and connectivity issues
- Provide in-person and remote support for end users as needed
- Monitor, manage, and resolve help desk tickets according to priority and service level objectives
- Take ownership of incidents through resolution, including clear documentation and end user communication
- Perform root cause analysis on recurring incidents and recommend long-term solutions
- Assist with provisioning, configuration, deployment, and support of end user devices
- Support system upgrades, software deployments, and new technology initiatives
- Maintain accurate asset inventory and configuration documentation
- Collaborate with systems, network, and security teams on escalated issues
- Contribute to knowledge base articles, troubleshooting guides, and support documentation
- Adhere to and promote information security policies, standards, and best practices
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
