IT Support Specialist 2.5

The AME Group•Nashville, TN

About The Position

AME is a Managed Service Provider (MSP) focused on delivering excellent client experiences through reliable support, smart processes, and continual improvement. The OSC Desktop team handles issues requiring deeper troubleshooting, sound judgment, and clear communication, especially when automation cannot fully complete the work. The IT Support Specialist II provides advanced technical support for complex desktop and application issues, takes ownership of escalated tickets, and delivers exceptional customer service. The role requires strong technical expertise, effective communication, sound prioritization, and a commitment to learning and improving work processes. The specialist also collaborates with other technical teams, mentors Level 1 technicians, and contributes to client documentation and process improvements. Success is measured by resolving a team-defined number of tickets per week, booking 80% of time toward client issues, completing three SOP updates or improvements per quarter, meeting or exceeding SLAs, and progressing toward professional development goals.

Requirements

Experience administering Microsoft 365, including Exchange Online, SharePoint, and security configurations.
Active Directory administration skills, including Group Policy troubleshooting and user and group management.
Ability to troubleshoot advanced desktop and application issues, including performance problems, conflicts, and complex problems.
macOS troubleshooting skills and basic Jamf or MDM support knowledge.
Knowledge of network fundamentals, including VPN, DNS, DHCP, and basic diagnostics.
Knowledge of backup and recovery, including file and folder restore workflows.
Security awareness, including phishing identification, malware response, and MFA implementation.
Excellent customer service skills and comfort handling escalated client issues.
Strong written and verbal communication skills, including the ability to explain technical concepts to non-technical users.
Strong decision-making and ability to troubleshoot independently, including without an SOP.
Ownership mindset, accountability for driving issues to resolution, and judgment about when to escalate.
Team-oriented approach and willingness to share knowledge.
Commitment to continuous learning and improvement.

Nice To Haves

CompTIA A+ and/or Network+.
Apple Certified Support Professional (ACSP).
ITIL Foundation.
Intune/MEM administration experience.
Azure AD Connect sync troubleshooting.
Basic PowerShell scripting.
Experience with RMM tools such as ConnectWise or NinjaOne.
Experience with PSA tools such as Autotask or ConnectWise Manage.
VDI or virtual desktop support experience, including Citrix or VMware Horizon.
Mobile device support experience for iOS or Android.
Zoom or Teams room systems support.

Responsibilities

Resolve advanced desktop and application issues, including performance problems, application conflicts, and registry-level troubleshooting.
Take over tickets escalated from AI or automation systems when automated tools cannot complete requests successfully.
Administer Microsoft 365 environments, including Exchange Online, SharePoint permissions, security groups, and conditional access policies.
Perform Active Directory tasks, including user and group management, Group Policy troubleshooting, and basic modifications.
Support macOS environments, including troubleshooting and basic Jamf or MDM administration.
Troubleshoot network-related issues, including VPN connectivity, DNS/DHCP problems, and basic network diagnostics.
Implement and support backup and recovery solutions, including file and folder restores from client backup systems.
Identify and respond to security issues, including phishing attempts, malware removal, and MFA implementation.
Manage software installations, deployments, and licensing issues.
Perform hardware diagnostics and coordinate replacements or on-site support when needed.
Document work in the service desk system, including clear resolution notes, next steps, and time entries.
Create and maintain client-specific SOPs and contribute to ongoing process improvements.
Mentor Level 1 technicians through shadowing, ticket reviews, and hands-on training.
Collaborate with server, network, and security teams on escalations and complex issues.
Participate in client onboarding, migrations, and projects as needed.
Resolve tickets requiring human judgment and provide personalized support for complex client needs.
Meet or exceed SLAs for response time and resolution.
Pursue professional development goals, including endpoint administration certification, cross-training, and assigned advanced training pathways.