IT Support Specialist II

DriveTime•Dallas, TX

5d•Onsite

About The Position

In this role, you will be the go-to technical expert ensuring employees across corporate offices and remote locations have a seamless, reliable technology experience. As an IT Support Specialist II, you will handle more complex issues, support escalations, and proactively improve systems and processes that keep the business running smoothly.

Requirements

3+ years of experience in IT support or a similar technical role with demonstrated escalation handling
High school Diploma
Advanced troubleshooting skills across Windows and macOS environments, hardware, and networking concepts
Experience working in a ticketing system and managing competing priorities
Strong customer service and communication skills in a corporate setting
Proven ability to analyze issues, identify root causes, and implement long-term solutions

Nice To Haves

Experience with Microsoft Intune and Autopilot
Familiarity with Apple Business Manager
Exposure to Citrix environments
Experience supporting Lenovo and Apple hardware
Knowledge of Logitech conference and collaboration tools
Experience with Verkada access control and camera systems
Familiarity with Microsoft 365 administration (M365 Admin Center, user and license management)
Basic scripting or automation experience (PowerShell preferred)

Responsibilities

Providing support for desktops, laptops, mobile devices, software, hardware, and network connectivity issues
Diagnosing, troubleshooting, and resolving complex technical issues both remotely and onsite, including escalations from Tier 1 support
Installing, configuring, and providing remote support for software applications
Troubleshooting user access issues across systems, applications, and identity platforms (accounts, permissions, MFA)
Managing and prioritizing support tickets while ensuring timely resolution and adherence to SLAs
Configuring and deploying new computers using standardized builds and endpoint management tools, and resolving deployment issues
Setting up and supporting employee workstations, including hardware and peripherals
Supporting onboarding and offboarding processes, including provisioning and decommissioning devices and accounts
Troubleshooting and maintaining conference rooms and AV systems, including advanced issue resolution
Providing real-time meeting support and coordinating with vendors for escalations
Supporting physical security systems such as access controls and cameras
Tracking hardware inventory and assisting with lifecycle management planning
Performing patching, updates, and endpoint compliance to maintain system security and health
Documenting technical solutions, processes, and recurring issues for knowledge base development
Identifying trends in support issues and recommending proactive solutions to reduce ticket volume
Providing guidance and mentorship to Tier 1 support staff