IT Support Specialist Level II

Trellis Management Co•Minneapolis, MN

9h•Onsite

About The Position

The IT Support Specialist Level II serves as a primary technical resource responsible for daily IT operations, advanced troubleshooting, systems administration, and technical project coordination across the organization. This position builds upon foundational Level I support responsibilities by assuming ownership of escalated issues, device and system management, staff support, and operational improvements. The IT Support Specialist Level II functions as a bridge between frontline support and strategic IT leadership, providing opportunities for increased ownership of projects, mentoring, infrastructure support, and participation in larger organizational technology initiatives.

Requirements

Strong analytical, troubleshooting, and problem-solving skills.
Strong communication and customer service skills.
Ability to manage multiple priorities and projects simultaneously.
Customer-focused mindset
Leadership and mentoring skills
Attention to detail
Initiative and continuous improvement mindset
Project coordination and organization
Ability to work independently and collaboratively
3–5 years of IT support, systems administration, or helpdesk experience preferred.
Strong working knowledge of Windows operating systems and Microsoft 365 applications.
Experience with Microsoft Intune and Apple Business Manager preferred.
Working knowledge of networking concepts and troubleshooting.
Experience with user access management and security administration.

Responsibilities

Serve as first-line and second-level technical support for staff technology issues.
Respond to, prioritize, and resolve support tickets in a timely and professional manner.
Troubleshoot and resolve: Password resets and account access issues, Printer connectivity problems, Microsoft Teams and Outlook support, Workstation and application issues, Device management issues, Permissions and MFA-related issues, Network connectivity issues, Mobile device and remote access issues.
Escalate specialized or enterprise-level issues while maintaining ownership through resolution.
Identify recurring support issues and implement long-term corrective solutions.
Manage and support daily IT operations throughout the organization.
Administer and oversee endpoint management platforms including Microsoft Intune and Apple Business Manager (ABM).
Monitor and maintain device compliance and security standards.
Manage user access and permissions including: User provisioning and deprovisioning, Access policies, MFA resets, Security group assignments.
Perform advanced troubleshooting and root cause analysis on technical issues.
Support organizational technology standards and procedures.
Prepare, configure, deploy, and support workstations and technology equipment for new hires, replacements, and upgrades.
Install and configure monitors, docking stations, keyboards, printers, and peripherals.
Manage lifecycle activities for hardware and organizational technology assets.
Maintain accurate IT inventory records for hardware, software, licenses, and peripherals.
Assist with asset acquisition and integration into existing technology environments.
Manage and troubleshoot network-related issues including: Wireless connectivity issues, VLAN troubleshooting, Network device support, UDM SE administration and troubleshooting.
Oversee printer fleet management including: Printer configurations, Supply coordination, Vendor support interactions.
Manage phone fleet administration and troubleshooting.
Provide guidance and training for IT Support Specialist I staff.
Assist with onboarding and technology setup for new hires.
Train staff on technology systems and best practices.
Develop and maintain technical documentation and knowledge-base materials.
Lead or support technical projects including: Hardware refresh initiatives, Device deployment projects, Software rollouts, Technology upgrades and migrations.
Coordinate project activities, timelines, and communication.
Identify opportunities for process improvements and automation.
Assist with organization-wide technology initiatives.
Complete expense reports and maintain purchasing documentation.
Assist with budget management activities including: Spend tracking, Forecasting support, Cost control initiatives.
Coordinate with leadership on purchasing and technology planning activities.
Perform other reasonable business-related duties as assigned.