IT Support Specialist

Position Purpose

Provide advanced second-line technical support and serve as an escalation point for complex incidents and requests. This role owns high-impact tickets, drives root cause analysis, mentors Tier I technicians, and continuously improves the knowledge base and standard operating procedures. Work is delivered through the service desk, onsite visits, and remote tools with a strong focus on customer experience, security, and operational excellence.

Position Responsibilities

• Service Desk Operations
• Serve as Tier II escalation for complex issues across Windows, Microsoft 365, Teams, SharePoint, OneDrive, and core business applications.
• Resolve at first contact when feasible; when reassigning, provide a warm handoff with a clear summary, steps tried, evidence, and recommended next steps.
• Maintain SLA adherence, provide timeline updates, and close the loop at completion.
• Create clear, reproducible resolution notes for every closure.
• Endpoint, Access & Collaboration
• Image, deploy, and maintain laptops, desktops, and peripherals using Intune or MECM.
• Perform advanced troubleshooting for device health, performance, drivers, and patching.
• Execute onboarding and offboarding tasks, including accounts, access, MFA, and equipment.
• Administer identity and access tasks in Active Directory and Entra ID under least-privilege standards.
• Knowledge & Continuous Improvement
• Independently create and maintain knowledge articles and SOPs for repeatable solutions and standard requests.
• Contribute observations and data to improve processes, the service catalog, and user experience.
• Review and provide feedback on Tier I ticket quality and resolution practices.
• Team Development
• Mentor and support Tier I technicians through coaching, knowledge sharing, and escalation review.
• Contribute to team training materials and onboarding documentation.
• Inventory & Asset Stewardship
• Maintain stock of standard peripherals and spares.
• Accurately track equipment assignments and returns in the asset management system.
• Assist with scheduled equipment checks and site audits as assigned.
• Manage disposal of retired assets with secure data wipe, chain of custody, and compliant recycling.
• Operational Awareness & Security
• Surface widespread or recurring issues for problem management review.
• Follow all established security and privacy policies and procedures.

Summary of Skills, Knowledge and Abilities

• Associate’s degree in information technology or a related field required; Bachelor's degree preferred. CompTIA A+ certification accepted in lieu of degree.
• 3+ years of progressive IT support experience, with demonstrated Tier II or advanced technical troubleshooting capabilities.
• Ability to communicate technical issues clearly to both technical and non-technical audiences.
• Strong written and verbal communication skills.
• Strong organizational skills with the ability to manage multiple high-priority tasks simultaneously.
• Advanced proficiency in Microsoft Windows 10/11 and Microsoft 365, including Teams, SharePoint, and OneDrive.
• Hands-on experience with Intune or MECM for device management, deployment, and troubleshooting.
• Working knowledge of Active Directory and Entra ID for identity and access administration.
• Strong troubleshooting and analytical skills, including the ability to perform structured root cause analysis.
• Demonstrated ability to mentor or guide less experienced technical staff.
• CompTIA A+ or Network+ certification, or Microsoft certification (e.g., MD-102).
• Experience with PowerShell scripting for basic automation or reporting tasks.
• Familiarity with ITIL principles or an equivalent service management framework.
• Experience with a major ITSM ticketing system (e.g., ServiceDesk Plus, ServiceNow, Jira Service Desk).

Direct Reports

None.