IT Field Support Specialist II

Key Responsibilities

• Deliver high-quality technical support and service to business clients across a variety of environments.
• Build and maintain strong working relationships through responsive communication and reliable follow-through.
• Represent the organization professionally in all client and team interactions.
• Accurately track daily work activities, time allocation, and completed tasks.
• Create and maintain technical documentation, including infrastructure diagrams, system configurations, and support procedures.
• Plan, coordinate, and complete infrastructure projects while meeting established timelines and project objectives.
• Collaborate with senior technical staff on larger implementations, migrations, and strategic initiatives.
• Travel to customer locations as needed to perform installations, maintenance, troubleshooting, and project work.
• Participate in a rotating after-hours support schedule and respond to critical incidents when assigned.
• Manage support requests from initial diagnosis through resolution, ensuring timely updates and customer satisfaction.
• Deploy, administer, and support Microsoft 365, cloud services, virtual desktop solutions, Windows servers, and network infrastructure.
• Manage user accounts, security groups, permissions, email systems, remote access technologies, and directory services.
• Implement and maintain backup and recovery solutions, perform data restoration activities, and support business continuity initiatives.
• Assist with infrastructure upgrades, system optimization efforts, and technology refresh projects.
• Investigate complex technical issues, identify root causes, and implement sustainable solutions.

Qualifications & Experience

• A valid driver’s license is required as an essential function of this role involves regular travel to client sites, which cannot be reasonably accommodated by other means.
• Strong experience supporting Windows and macOS endpoints in business environments.
• Hands-on experience administering Microsoft 365 services, including user management, email, collaboration tools, and identity services.
• Working knowledge of Microsoft server platforms and cloud-based infrastructure solutions.
• Understanding core networking concepts, including IP addressing, DNS, DHCP, routing, wireless connectivity, and network troubleshooting.
• Familiarity with business network environments, including switches, wireless infrastructure, security appliances, and structured cabling.
• Experience supporting remote connectivity solutions, secure access technologies, and hybrid work environments.
• Knowledge of backup, disaster recovery, and business continuity best practices.
• Ability to troubleshoot issues across desktops, servers, cloud platforms, and network infrastructure.
• Experience supporting virtualization technologies and remote desktop environments is preferred.
• Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Ability to manage multiple priorities while maintaining excellent customer service and follow-through.
• Comfortable participating in an on-call rotation and responding to urgent support requests when necessary.
• Proven ability to work independently while collaborating effectively with technical teams.
• Experience estimating effort, documenting solutions, and contributing to infrastructure or client-facing projects.
• Relevant technical certifications and/or formal IT education are preferred.
• Demonstrated commitment to professional growth, accountability, and delivering high-quality support.