IT Support Specialist, Tier II

Goodleap • Roseville, CA

402d • $52,000 - $64,480

About The Position

The IT Support Specialist, Tier II at GoodLeap is responsible for providing advanced technical support to employees across the US and Mexico. This role involves troubleshooting complex IT issues, assisting with hardware and software inquiries, and ensuring a smooth onboarding process for new hires. The specialist will also document resolutions, recommend improvements, and participate in various IT projects, all while maintaining a high standard of service and integrity.

Requirements

• 3-5 years of professional experience in IT support or related field.
• Solid knowledge of general office software: Windows 10, 11, MS Office, etc.
• Knowledge of company-supported applications such as Office 365, Exchange, Active Directory, DNS, and virtual machines.
• Experience with desktop hardware, software applications, operating systems, and LAN connectivity.
• Good interpersonal skills, including the ability to clearly communicate with less technical individuals.
• Ability to learn and support new software.
• Microsoft certifications are desired, but not required.

Nice To Haves

• Experience with Office 365 integration is a plus!

Responsibilities

• Provide assistance for items escalated to level 2 help desk support.
• Answer staff questions about all company-supported hardware and software.
• Provide creative solutions for difficult, complex ongoing problems.
• Document problems, resolutions, and activities for future reference.
• Identify, analyze, and provide preventative solutions for problematic trends.
• Recommend improvements to IT operations and processes.
• Apply knowledge of enterprise-level IT best practices.
• Automate to improve quality and reduce overhead.
• Provide technical training and new hire orientations as required.
• Participate in projects, tasks, and responsibilities including emergencies.
• Perform hardware and software installations.
• Maintain inventory by placing orders and tracking hardware and software.
• Display absolute integrity and discretion in performing support responsibilities.

Benefits

• Competitive salary ranging from $25 to $31 per hour.
• Opportunities for professional development and training.
• Collaborative work culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed