IT Support Specialist

Bassett Mechanical•Kaukauna, WI

About The Position

Provide advanced second-line technical support and serve as an escalation point for complex incidents and requests. This role owns high-impact tickets, drives root cause analysis, mentors Tier I technicians, and continuously improves the knowledge base and standard operating procedures. Work is delivered through the service desk, onsite visits, and remote tools with a strong focus on customer experience, security, and operational excellence.

Requirements

Associate’s degree in information technology or a related field required; Bachelor's degree preferred. CompTIA A+ certification accepted in lieu of degree.
3+ years of progressive IT support experience, with demonstrated Tier II or advanced technical troubleshooting capabilities.
Ability to communicate technical issues clearly to both technical and non-technical audiences.
Strong written and verbal communication skills.
Strong organizational skills with the ability to manage multiple high-priority tasks simultaneously.
Advanced proficiency in Microsoft Windows 10/11 and Microsoft 365, including Teams, SharePoint, and OneDrive.
Hands-on experience with Intune or MECM for device management, deployment, and troubleshooting.
Working knowledge of Active Directory and Entra ID for identity and access administration.
Strong troubleshooting and analytical skills, including the ability to perform structured root cause analysis.
Demonstrated ability to mentor or guide less experienced technical staff.

Nice To Haves

CompTIA A+ or Network+ certification, or Microsoft certification (e.g., MD-102).
Experience with PowerShell scripting for basic automation or reporting tasks.
Familiarity with ITIL principles or an equivalent service management framework.
Experience with a major ITSM ticketing system (e.g., ServiceDesk Plus, ServiceNow, Jira Service Desk).

Responsibilities

Serve as Tier II escalation for complex issues across Windows, Microsoft 365, Teams, SharePoint, OneDrive, and core business applications.
Resolve at first contact when feasible; when reassigning, provide a warm handoff with a clear summary, steps tried, evidence, and recommended next steps.
Maintain SLA adherence, provide timeline updates, and close the loop at completion.
Create clear, reproducible resolution notes for every closure.
Image, deploy, and maintain laptops, desktops, and peripherals using Intune or MECM.
Perform advanced troubleshooting for device health, performance, drivers, and patching.
Execute onboarding and offboarding tasks, including accounts, access, MFA, and equipment.
Administer identity and access tasks in Active Directory and Entra ID under least-privilege standards.
Independently create and maintain knowledge articles and SOPs for repeatable solutions and standard requests.
Contribute observations and data to improve processes, the service catalog, and user experience.
Review and provide feedback on Tier I ticket quality and resolution practices.
Mentor and support Tier I technicians through coaching, knowledge sharing, and escalation review.
Contribute to team training materials and onboarding documentation.
Maintain stock of standard peripherals and spares.
Accurately track equipment assignments and returns in the asset management system.
Assist with scheduled equipment checks and site audits as assigned.
Manage disposal of retired assets with secure data wipe, chain of custody, and compliant recycling.
Surface widespread or recurring issues for problem management review.
Follow all established security and privacy policies and procedures.
All other duties as assigned.