Tier 2 IT Support Specialist - Austin

NetImpact Strategies • Austin, TX

13d

About The Position

NetImpact Strategies is seeking an experienced Tier 2 IT Support Specialist to handle advanced technical issues beyond Tier 1, including software, hardware, network, and mobile device support. You’ll work closely with Tier 1, escalate complex incidents, create documentation, and provide stellar support for end-users, including VIP services and special events.

Requirements

• 3+ years of Tier 2 or advanced technical support experience
• Proficient in troubleshooting across cloud, software, hardware, network, and endpoint systems
• Experience with Microsoft 365, Teams, Intune, VoIP, and UCC tools
• Skilled in Active Directory and Entra ID management
• Strong technical writing and communication skills

Nice To Haves

• Federal agency or public-sector support experience
• Familiarity with ServiceNow or similar ITSM systems
• Experience supporting A/V setups and digital signage
• Certifications such as CompTIA A+, Microsoft Modern Desktop, or ITIL

Responsibilities

• Develop and update Tier 1 scripts, guides, and knowledge base articles.
• Manage workstation moves, adds, and changes; support endpoint devices (laptops, smartphones, tablets).
• Administer UCC systems—video/web conferencing, VoIP, mobile device management (Intune), and print/digital signage support.
• Provide A/V coordination for webinars, meetings, and special events.
• Write and distribute how-to guides and service alerts, and publish knowledge base content.
• Handle AD/Entra ID provisioning and maintenance.
• Escalate unresolved incidents to Tier 3 as needed.
• Deliver white glove support to VIP users.
• Generate ad-hoc reports as requested.

Benefits

• comprehensive medical, dental, & vision insurance that starts the first of the month after you join the team
• 401(k) Plan – Immediately vested employer contributions; no matching required
• generous Paid Time Off (PTO) policy, one (1) additional day of paid wellness leave per calendar year, and observe ten (10) federal holidays
• Pet Insurance
• Tuition reimbursement, internal training programs, & company-sponsored industry certifications!
• Team building activities, community volunteering, quarterly HQ days, wellness events, happy hours, family fun events, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed