IT Support Specialist II

Position Purpose The IT Support Specialist II is the first point of contact for employee technology needs. Responsible for documenting, troubleshooting, and resolving all support requests for company supported hardware, services, and applications. The position will provide onsite support for our Westlake and Irving offices and remote support to remote employees. Essential Duties/Responsibilities Service Desk & Incident Management Courteously and expeditiously respond to all service desk incidents and support requests (Tier 1 and Tier 2) via phone, email, chat, and in person, providing excellent customer service to all usersLog, categorize, prioritize, and resolve all support requests including computers, applications, mobile devices, printers, and peripheralsEscalate recurring and widespread issues to IT Leadership Endpoints, Systems & Network Support Install, configure, troubleshoot, and maintain computer systems and cloud services, including setup and deployment of new hardware and softwareSupport network connectivity, VPN, Wi-Fi, and basic network troubleshooting; investigate network operations alerts and respond as necessaryApply patches, updates, and security configurations in line with company policy Accounts, Access & Onboarding Manage user accounts, permissions, and access in Azure/Active Directory (Microsoft Entra ID), Microsoft 365, and other business applicationsPerform new hire onboarding and terminations, including equipment, as requested and approved based on defined procedures, ensuring a pleasant experience for all involvedAssist with security practices such as MFA enrollment and password resets, and report suspicious activity Documentation, Training & Standards Create and maintain knowledge base articles and user guides for user self-troubleshootingMaintain an accurate IT asset inventoryPrepare technical documentation that provides easy-to-read, step-by-step instructionsParticipate in the content creation and delivery of technical training as neededParticipate in the selection of hardware standardizations and application deployments; evaluate the compatibility of proposed solutions with existing hardware and services, and analyze vendor-supplied solutions to ensure they meet user objectives Projects & Professional Development Contribute to IT projects such as migrations, rollouts, and upgradesMaintain professional and technical knowledge by attending workshops, reviewing professional publications, and establishing personal networks Availability & Schedule Occasional after-hours support for maintenance windows, urgent issues or projects assigned by IT management as needed Required Job Requirements Associate’s degree in information technology, Computer Science, or a related field, or equivalent hands-on technical experience4+ years of experience working in a dynamic service desk or desktop support environmentMicrosoft 365 or Azure certification (e.g., MD-102, AZ-900, AZ-104, SC-900) and/or ITIL Foundation certificationExtensive experience in application, hardware, and network troubleshooting, including familiarity with TCP/IP, DNS, DHCP, and basic networking conceptsExperience using ticketing systems (e.g., ServiceNow, Jira Service Management, Zendesk)Strong knowledge of Windows and macOS platformsExperience with quality control testing on new solutionsClear and patient written and verbal communication with strong attention to detail, able to explain technical issues to non-technical usersProfessional, empathetic, and reliable, with the ability to build strong working relationships with employees, vendors, and leaders at all levelsResourceful self-starter who works independently, manages time well, and prioritizes multiple requests in a fast-paced environmentDiscretion when handling confidential information Preferred CompTIA A+, Network+, or Security+ certificationExperience with MDM tools (e.g., Intune, Jamf) and remote support toolsBasic scripting skills (e.g., PowerShell)Experience supporting remote and onsite workforces