IT Support Specialist II

Responsibilities

• Serve as an escalation point for complex service desk calls and trouble tickets.
• Provide advanced onsite, remote, and phone-based support.
• Perform root cause analysis.
• Troubleshoot advanced hardware and connectivity issues.
• Onboard and offboard new and terminated employees, including role changes within the organization.
• Administer Microsoft 365 services, Intune endpoint management, Active Directory/Entra ID.
• Maintain asset lifecycle management and standardization.
• Support multi-factor authentication tools including but not limited to Microsoft MFA.
• Maintain asset tracking and IT inventory.
• Provide support for members of the Service Desk team ranging from complex technical solutions, building critical thinking, and guiding execution of daily duties.
• Contributes to the development of the Service Desk’s ticket management platform including developing and enhancing self-help guides and knowledge articles to improve support operations.
• Support Citrix/VDI, Windows environments, disaster recovery activities, documentation, and mentor IT Support Specialist I staff.

Requirements

• Associate degree or equivalent experience, or 3 to 5 years of relevant professional experience or training.
• Windows Server 2016/2019/2022, Windows 11 Active Directory Administration (including user/computer management, DNS, DHCP).
• Apple iOS; Android.
• M365 and Entra ID support and administration.
• Citrix VOIP phone system experience.
• Mobile device management (including mobile phones and tablets using Intune).
• Corporate anti-virus management.
• Endpoint network connectivity, VPN and multi-factor authentication workflows.
• Technical documentation.

Pay

Compensation The base pay range for this role is $30 – $33 per hour.

Benefits

• Employee Stock Ownership Plan (ESOP) - Together, We Own It!
• Comprehensive Employee Benefits: Medical, dental, vision and other insurance coverages.
• Generous PTO with vacation, sick and floating holidays.
• 401K plan plus matching.
• Team based Employee Owner company culture

Shorr Packaging Corp is an equal-opportunity employer.