IT Support Specialist 2.5

Key Responsibilities

• Resolve advanced desktop and application issues (performance problems, application conflicts, registry-level troubleshooting)
• Take over tickets escalated from AI/automation systems when automated tools can’t complete the request successfully
• Administer Microsoft 365 environments (Exchange Online, SharePoint permissions, security groups, conditional access policies)
• Perform Active Directory tasks (user/group management, GPO troubleshooting, basic modifications)
• Support macOS environments, including troubleshooting and basic Jamf/MDM administration
• Troubleshoot network-related issues (VPN connectivity, DNS/DHCP problems, basic network diagnostics)
• Implement and support backup/recovery solutions, including file/folder restores from client backup systems
• Identify and respond to security issues (phishing attempts, malware removal, MFA implementation)
• Manage software installations, deployments, and licensing issues
• Perform hardware diagnostics and coordinate replacements or on-site support when needed
• Create and maintain client-specific SOPs; contribute to ongoing process improvements
• Mentor Level 1 technicians through shadowing, ticket reviews, and hands-on training
• Collaborate with specialized teams (server, network, security) for escalations and complex issues
• Participate in client onboarding and migration/projects as needed

Top 3 Priorities

• Resolve tickets requiring human judgment
• Handle advanced troubleshooting and nuanced decision-making that automation can’t complete.
• Create and maintain client-specific SOPs

Requirements

• Microsoft 365 administration (Exchange Online, SharePoint, security configurations)
• Active Directory administration, including Group Policy troubleshooting and user/group management
• Advanced desktop/application troubleshooting (performance issues, conflicts, complex problems)
• macOS troubleshooting plus basic Jamf/MDM support
• Network fundamentals (VPN, DNS, DHCP, basic diagnostics)
• Backup/recovery knowledge (file/folder restore workflows)
• Security awareness (phishing identification, malware response, MFA implementation)
• Excellent customer service skills; comfortable working escalated client issues
• Strong written/verbal communication; able to explain technical concepts to non-technical users
• Strong decision-making and the ability to troubleshoot independently (even without an SOP)
• Ownership mindset: accountable for driving issues to resolution and knowing when to escalate
• Team-oriented collaboration and willingness to share knowledge
• Commitment to continuous learning and improvement

Nice to Have (Optional Skills)

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