IT Support Specialist II

This is an intermediate hybrid role that functions between the IT helpdesk and senior IT Operations staff, performs basic administration of backend IT systems and serves as a Tier 2 escalation point for IT Helpdesk issues providing high-level technical support for end-users.

Resolve advanced helpdesk issues and requests escalated from Level 1 support technicians

Provide training and backup support to frontline helpdesk staff as needed during busy times

Basic administration of various IT infrastructure systems such as networking, software and OS patching, Microsoft Entra and 365 products and services and a variety of deployment and security tools

Perform ad-hoc information queries on a variety of IT systems

Maintain standard operation procedure documentation and detailed records of IT problems and solutions

Maintain security best practices in coordination with cybersecurity team

Perform after hours maintenance and emergency support or recovery as necessary

Perform related work as required and/or other duties as assigned

Knowledge of Microsoft operating systems and Active Directory services

Knowledge of Microsoft 365/Entra/Azure cloud environment, products and services

Knowledge of disaster recovery and database backup procedures

Advanced troubleshooting, diagnostic and root cause analysis skills

Familiarity with Powershell scripting

Desire to promote process improvement and quality

Ability to learn and apply new technical subject matter

Ability to present technical information to management as well as end users clearly and effectively

High school diploma or equivalent; bachelor’s degree in related field or Microsoft certifications preferred; or a minimum of (4) years related professional experience.