IT Support Specialist

KDC LLC•Philadelphia, PA

7d•Onsite

About The Position

The IT Support Specialist is responsible for providing second-level technical support to end-users, resolving more complex issues that are escalated from the first level of support. This role involves handling advanced troubleshooting, performing system diagnostics, and collaborating with higher-level support teams to ensure timely issue resolution. The IT Support Specialist also plays a critical role in maintaining the performance and functionality of IT services and infrastructure while enhancing the overall user experience.

Requirements

Proven experience in an IT support role, ideally at an L2 or equivalent level.
Strong troubleshooting skills for hardware, software, and network systems.
Proficiency in IT service management (ITSM) tools and ticketing systems.
Familiarity with operating systems (Windows, macOS, Linux) and network protocols (TCP/IP, DNS, DHCP).
Experience with Active Directory, user account management, and group policies.
Strong communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical users.
Ability to work in a collaborative, fast-paced environment while managing multiple priorities.

Nice To Haves

Certifications such as CompTIA Network+, CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or ITIL Foundation.
Experience with remote desktop support and virtualization technologies (e.g., VMware, Hyper-V).
Experience in scripting or automation (e.g., PowerShell).
Familiarity with security protocols, patch management, and endpoint protection systems.

Responsibilities

Provide second-level support for escalated hardware, software, and network issues.
Perform in-depth troubleshooting and diagnostics to resolve complex technical issues.
Work closely with L1 support teams to ensure smooth escalation of unresolved issues.
Assist with the configuration, maintenance, and optimization of IT systems and infrastructure.
Collaborate with the IT Support Analyst (L3) and other technical teams to escalate critical issues and develop long-term solutions.
Monitor system performance, identifying recurring issues, and recommending improvements or updates.
Assist with patch management, system updates, and routine maintenance activities.
Provide user support for advanced software applications, networking configurations, and system integrations.
Document troubleshooting processes and resolutions to build the knowledge base for L1 support and future reference.
Train and mentor L1 support staff to improve their technical skills and problem-solving abilities.