Level 2 IT Support Specialist (Brooklyn)
About The Position
Join our team at Gersh Academy as a Level 2 IT Support Specialist in this exciting opportunity. Based primarily at our Brooklyn campus, you will provide advanced technical support with a focus on Level 2 troubleshooting, enterprise systems administration, cybersecurity, infrastructure support, and site buildouts during our continued expansion. While your primary location will be Brooklyn, this position may require travel to other Gersh Academy locations in Queens and Long Island. As a Level 2 IT Support Specialist, you will provide advanced technical support and serve as an escalation point for Level 1 support personnel. You will diagnose and resolve complex hardware, software, network, cloud, identity, and security-related issues while helping maintain the stability, security, and efficiency of the organization’s technology infrastructure across multiple locations. This position requires strong technical knowledge, excellent customer service skills, the ability to work independently, and a proactive approach to identifying and resolving technology issues before they impact operations.
Requirements
- Associate’s or bachelor’s degree in Information Technology, Computer Science, or a related field preferred.
- Three to five years of experience supporting enterprise IT environments.
- Experience supporting Microsoft 365, Microsoft Entra ID, and Microsoft Intune.
- Experience with Meraki networking or a comparable enterprise networking platform.
- Familiarity with Microsoft Secure Score, Microsoft Compliance Manager, and cybersecurity best practices.
- Experience with endpoint security platforms such as Microsoft Defender, Arctic Wolf, SentinelOne, or comparable solutions.
- Strong understanding of TCP/IP networking, DNS, DHCP, VPNs, and wireless technologies.
- Experience working with ticketing systems and IT Service Management processes.
- Working knowledge of PowerShell scripting preferred.
- Excellent analytical, troubleshooting, organizational, and communication skills.
- Ability to prioritize multiple responsibilities while maintaining a high level of customer service.
- Ability to work independently while collaborating effectively within a team environment.
- Ability to travel to other Gersh Academy locations in New York as needed.
Nice To Haves
- Microsoft Certified: Endpoint Administrator Associate
- Microsoft 365 Certified: Administrator Associate
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
- ITIL Foundation Certification
- Meraki ECMS Fundamentals
Responsibilities
- Provide advanced technical support to staff members via phone, email, remote support, and in-person assistance.
- Serve as the escalation point for Level 1 technicians and assist with resolving complex technical issues.
- Diagnose and resolve advanced hardware, software, operating system, application, network, and cloud-related issues.
- Install, configure, upgrade, and maintain desktops, laptops, mobile devices, printers, and peripheral equipment.
- Perform root-cause analysis for recurring technical issues and implement long-term solutions.
- Create and maintain technical documentation, knowledge-base articles, and standard operating procedures.
- Administer Microsoft 365 services, including Exchange Online, Microsoft Teams, SharePoint, and OneDrive.
- Manage Microsoft Entra ID, formerly Azure Active Directory, including user accounts, security groups, dynamic groups, licensing, and authentication.
- Troubleshoot Microsoft 365 synchronization, authentication, access, and licensing issues.
- Support the deployment, enforcement, and troubleshooting of multifactor authentication.
- Administer Microsoft Intune for Windows, macOS, iOS, and Android devices.
- Deploy and maintain compliance policies, configuration profiles, application deployments, and device restrictions.
- Monitor device compliance and remediate noncompliant systems.
- Assist with Windows Autopilot deployments and endpoint lifecycle management.
- Assist with maintaining and improving Microsoft Secure Score and Microsoft Compliance Score.
- Support endpoint security solutions, including Microsoft Defender and Arctic Wolf.
- Investigate security alerts and collaborate with internal and external security teams to remediate threats.
- Assist with vulnerability remediation, endpoint hardening, and cybersecurity best practices.
- Monitor risky users, quarantined emails, and identity-protection alerts.
- Participate in security audits and compliance initiatives.
- Support Meraki networking infrastructure, including switches, wireless access points, firewalls, and security appliances.
- Assist with network deployments, equipment installations, structured cabling, and infrastructure upgrades.
- Monitor network performance and coordinate with vendors when necessary.
- Administer Group Policy, file shares, and print services.
- Manage user provisioning, permissions, shared resources, and access controls.
- Assist with disaster-recovery and business-continuity planning.
- Participate in IT infrastructure upgrades, technology refreshes, and new-site deployments.
- Coordinate with vendors regarding equipment installation, maintenance, internet services, and warranty support.
- Maintain accurate IT asset inventory and lifecycle-management records.
- Assist with planning, testing, and implementing new technologies and enterprise applications.
- Participate in IT projects and organizational technology initiatives.
- Provide after-hours support for critical incidents or scheduled maintenance when required.
- Stay current with emerging technologies, cybersecurity threats, and Microsoft best practices.
- Work full time, Monday through Friday.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
