IT - Technical Support Specialist II

Minaris•Allendale, NJ

1d•Onsite

About The Position

The Technical Support Specialist II provides advanced technical support for end-user systems, hardware, and applications, resolving issues that exceed Tier 1 support scope. This role follows established procedures to diagnose problems, restore service, and escalate complex or systemic issues to senior technical teams as defined. The Technical Support Specialist II works collaboratively with peers, system administrators, and service owners to ensure timely resolution, accurate documentation, and consistent professional customer experience.

Requirements

Strong working knowledge of Windows 10 and Windows 11 configuration, troubleshooting, and support.
Strong working knowledge of Microsoft 365 / Office 365 applications including Outlook, Teams, OneDrive, Word, Excel, and PowerPoint.
Strong working knowledge of PC hardware, imaging, deployment, diagnostics, and basic repairs.
Working knowledge of printer hardware and enterprise print solutions.
Working knowledge of Conference room technologies.
Working knowledge of Active Directory user and group management concepts.
Foundational understanding of networking concepts including TCP/IP, DNS, DHCP, and basic network troubleshooting (OSI Model).
Understanding of endpoint security principles and best practices.
Knowledge of IT service management processes including ticket lifecycle, prioritization, escalation, and SLAs.
Ability to document work clearly and communicate effectively with technical and non-technical users.

Nice To Haves

Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
Relevant certifications such as CompTIA A+, Network+, or Microsoft fundamentals are preferred.

Responsibilities

Provide advanced technical support and customer service for hardware, software, and enterprise systems, serving as an escalation point for Tier 1 support.
Troubleshoot and resolve incidents using documented procedures, knowledge articles, and standard tools.
Perform imaging, configuration, deployment, and lifecycle support of end-user computing equipment in accordance with organizational standards.
Maintain accurate asset and inventory records, including tracking, audits, and coordination of repairs or replacements.
Manage and resolve helpdesk tickets, ensuring proper prioritization, documentation, communication, and timely resolution.
Identify recurring issues and trends, providing detailed information and diagnostics to support root-cause analysis by senior technical teams.
Escalate issues following defined escalation paths and collaborate with System Administrators, Network teams, Application Support, or vendors as required.
Coordinate vendor support cases under existing agreements, tracking progress and communicating status updates.
Support endpoint security operations including antivirus, malware protection, patching activities, and adherence to security policies.
Provide operational support for IT projects such as application deployments, system upgrades, and hardware refreshes under the direction of senior staff.
Create, update, and follow Work Instructions, SOPs, and knowledge base articles to ensure consistency and knowledge sharing.
Train and assist end users on IT systems, tools, policies, and procedures.
Share knowledge with peers and assist with onboarding or cross-training efforts as needed.
Participate in on-call rotations, after-hours support, and overtime as business needs require.
Ensure all activities comply with company policies, quality standards, and regulatory requirements including GLP and GMP.
Contribute to the overall effectiveness, efficiency, and continuous improvement of IT operations.
Perform all job‑specific duties in compliance with Minaris Advanced Therapies policies, procedures, and standards.
Assist other departments as required and perform additional duties as assigned.