IT Support Specialist II

About the Role

Piccone IT Consulting is looking for a hands-on IT Support Specialist II to support and maintain the technology environments of our growing client base. This is an on-site, hands-on technical role based out of our Shrewsbury, PA office, with regular travel to local client sites.

Key Responsibilities

• Serve as the Tier 2 escalation point for tickets that exceed Tier 1 scope, troubleshooting hardware, software, network, and cloud issues to resolution.
• Respond to and resolve service requests and incidents within defined SLAs, keeping ticket documentation accurate and current in the PSA/ticketing system.
• Provide on-site and remote support from our Shrewsbury office and at client locations across the region.
• Mentor and assist Tier 1 technicians, sharing knowledge and helping them grow.
• Participate in the on-call rotation, providing after-hours support coverage on a scheduled basis.

Systems & Cloud Administration

• Perform day-to-day Microsoft 365 and Entra ID (Azure AD) administration: user/license management, mailboxes, security groups, MFA, and SharePoint/Teams/OneDrive support.
• Help manage and maintain Windows Server environments, Active Directory, Group Policy, DNS, DHCP, and file/print services.
• Handle endpoint management, patching, and antivirus/EDR through RMM tooling; monitor alerts and respond proactively.
• Support and verify backup and disaster recovery solutions; participate in restore testing.

Networking & Security

• Configure and troubleshoot firewalls, switches, wireless, VPNs, and basic routing across client sites.
• Apply security best practices and help clients meet baseline compliance requirements (e.g., MFA enforcement, patching, access reviews).
• Identify and escalate security concerns; assist with incident response as needed.

Projects & Growth

• Assist senior staff on client projects such as Microsoft 365 onboarding, server upgrades, new-site deployments, and cloud migrations — gaining hands-on exposure to engineering work.
• Document network diagrams, standard operating procedures, and client environment details.
• Suggest improvements to client environments and internal processes.

Requirements

• 2–3 years of IT support experience, including some Tier 2 / escalation or systems administration exposure (MSP/consulting experience a plus).
• Working knowledge of Microsoft 365 administration and Windows Server / Active Directory.
• Solid networking fundamentals: TCP/IP, DNS, DHCP, VLANs, firewalls, and VPNs.
• Familiarity with remote monitoring and management (RMM) and ticketing/PSA platforms.
• Strong troubleshooting skills and the ability to work most issues end-to-end, knowing when to escalate.
• Clear, professional written and verbal communication with both technical and non-technical audiences.
• Valid driver's license and reliable transportation — this role requires regular travel to client sites.
• Able to lift and carry equipment weighing up to 30 lbs (e.g., desktops, servers, networking gear) as part of on-site work.

Preferred Qualifications

• Hands-on experience with Microsoft Azure / Entra ID and cloud migrations.
• Familiarity with common MSP tools (e.g., RMM, MDM, XDR, AV/EDR, Backup & Recovery, or similar).
• Scripting/automation experience (PowerShell).
• Relevant certifications such as CompTIA A+/Network+/Security+, Microsoft (MS-900, AZ-900, AZ-104, MD-102), or equivalent.
• Exposure to compliance frameworks (HIPAA, CMMC, SOC 2, NIST, or similar).

Skills & Attributes

• Ownership — you see problems through and follow up.
• Customer-first mindset — you make clients feel supported, not talked down to.
• Calm under pressure — you prioritize well when several things break at once.
• Team player — you share knowledge and lift up the techs around you.
• Detail-oriented — you document as you go.

Benefits

• Competitive salary: Starting at $45,000/year, based on experience and certifications
• Real career growth — a clear, supported path from Specialist II toward Systems Administrator and Engineer roles as your skills develop, with regular check-ins on your progression.
• Certification support — we'll help you earn credentials that matter (CompTIA, Microsoft Azure/M365), including exam Mentorship from senior engineers — you'll learn directly from experienced staff on live client projects, not just tickets.
• Genuine variety — exposure to a wide range of technologies, industries, and client environments instead of a single stack.
• A close-knit team where your work is visible and your ideas are heard — no getting lost in a big-company machine.
• Paid time off — 10 days of PTO plus paid holidays.
• Health coverage — medical, dental, and vision insurance.
• Retail plan to help you save for the future.
• Continuing education reimbursement — support for courses and training that grow your skills.