IT Support Specialist II

About the role

The ideal candidate is a hands-on IT professional with experience supporting Microsoft-based environments, troubleshooting end-user issues, managing devices, and maintaining accurate IT documentation. This position requires strong communication skills, attention to detail, and a commitment to delivering exceptional customer service across all levels of the organization, including executive leadership.

Responsibilities

• Fully ramp on CROM's IT environment, including NinjaOne (RMM/ITSM/ITAM), Action1, Intune, Microsoft 365, Entra ID, and the on-premises Active Directory environment.
• Independently handle Tier I and Tier II support tickets across the CROM user base with appropriate escalation to the Engineering track when required.
• Execute IT onboarding and offboarding for new hires and departing employees in coordination with HR.
• Maintain accurate IT asset records, including consistent asset tagging, user assignment, and lifecycle status.
• Contribute to the IT knowledge base, including new SOPs and resolution articles derived from recurring ticket patterns.
• Support executive and VIP users with appropriate professionalism and discretion.

Requirements

This position requires a strong background in IT support, specifically in Microsoft environments. Experience with RMM/ITSM/ITAM tools, such as NinjaOne, is beneficial. Proficiency in troubleshooting end-user issues and managing devices is essential. Excellent communication and customer service skills are also required.

Qualifications

A bachelor's degree in Computer Science, Information Technology, or a related field is preferred. Relevant certifications such as CompTIA A+, Microsoft Certified Solutions Expert (MCSE), or similar are advantageous. Minimum of 3 years of IT support experience is required.

Skills

• Strong problem-solving and troubleshooting skills
• Excellent communication and interpersonal skills
• Proficient in Microsoft Office Suite
• Knowledge of ITIL best practices
• Ability to manage multiple tasks and prioritize effectively

Benefits

System One offers comprehensive benefits including medical, dental, vision, and a 401(k) plan. Eligible employees also have access to a variety of voluntary benefits and wellness programs.

Pay

$50,000.00 - $65,000.00 annually

Schedule

40 hours per week, fully onsite in Gainesville, Florida