IT Support Specialist (Level 2)

SugarShot•Nashville, TN

4d•Hybrid

About The Position

As a Level 2 Support Specialist, you will handle more complex desktop and workstation issues directly with users in person at the local office in Nashville, TN. This position offers a hybrid work schedule, with the flexibility to work remotely as well as on-site at either the client's office or the company's office, depending on project needs.

Requirements

Moderate Troubleshooting: Ability to diagnose and solve more complex hardware and software problems.
Operating Systems: In-depth knowledge of various operating systems (Windows, MacOS, Linux (bonus)).
Software and Hardware Management: Skills in managing and configuring software applications and computer hardware.
In-person Assistance: Experience with desk-side support tools and techniques.
Remote Assistance: Experience with remote desktop support tools and techniques.
Problem Management: Ability to track and prioritize issues, escalating when necessary.
Security Fundamentals: Basic understanding of cybersecurity principles and practices.
Peripheral Devices: Proficiency in configuring and troubleshooting peripheral devices like printers, scanners, etc.
Proficient in identity management tools (Okta & Entra), Jira (Confluence), Google Workspace, Jamf, Intune, & Slack
Local (within 30-45 miles) to the Nashville, TN office.
Be able to lift at least 30lbs.
Must be highly detail oriented and a proven commitment to high quality workmanship.
Must have excellent, thorough, and methodical problem-solving skills.
You must be able to work with challenging personalities and always maintain a professional and positive demeanor with users.
Must have a drive and a “-ness” about you that takes pride in supporting your workstations/users.
Must be a self-starter.
Must have excellent interpersonal and English communication skills (spoken and written).
You must have a reliable mode of transportation, cell phone, high-speed internet connection, and a dedicated, distraction-free workspace to support remote work requirements.
Enjoy working in a team and as an individual contributor.
Basic IT certification(s) with Microsoft or CompTIA required.
2 years’ experience in a helpdesk/support technician role.

Nice To Haves

Linux (bonus)
A good sense of humor.

Responsibilities

Respond to remote and on-site support requests in a timely and professional manner.
Troubleshoot complex issues with laptops and workstations.
Install, configure, and upgrade PC software and operating systems.
Maintain detailed documentation of all interventions.
Be eyes, ears, and hands for network troubleshooting.
Escalate unresolved issues to Level 3 support.
Perform after-hours on-call duties, per on-call rotation schedule.
Work on-site from the Nashville office as needed.
Provide professional technical support to C-suite and executives in a fast-paced and high-pressure environment.