IT Support Specialist II (Tier 2)

Key Responsibilities

• Provide Tier 2 technical support and resolve escalated incidents from the Service Desk team.
• Troubleshoot and support Windows 10/11 devices, printers, VoIP systems, and business-critical applications.
• Administer and support Microsoft 365 services, including Exchange Online, Teams, OneDrive, and SharePoint.
• Manage user accounts, security groups, licensing, Conditional Access policies, and Multi-Factor Authentication (MFA) within Microsoft Entra ID.
• Administer and support Microsoft Intune, including device enrollment, application deployment, compliance policies, configuration profiles, and endpoint troubleshooting.
• Administer and support Google Admin Console, including ChromeOS device support.
• Manage endpoint lifecycle activities including provisioning, deployment, replacement, and retirement of devices.
• Perform routine system maintenance, software updates, patch management, and endpoint compliance monitoring.
• Troubleshoot authentication, device enrollment, connectivity, and cloud-service-related issues.
• Document troubleshooting steps, solutions, and procedures within the Matrix42 ticketing platform.
• Provide remote and occasional on-site support using approved remote support tools.
• Collaborate with vendors, business departments, and senior IT staff to resolve complex issues.
• Contribute to knowledge base documentation and continuous process improvement initiatives.
• Mentor Tier 1 technicians and assist with technical development and troubleshooting best practices.
• Participate in an on-call rotation for critical support incidents.

Required Qualifications

• 3+ years of IT support experience, including at least 1 year in a Tier 2 Helpdesk, Service Desk, or Desktop Support role.
• Strong experience administering and supporting: Microsoft 365, Microsoft Entra ID, Microsoft Intune, Windows 10 and Windows 11, networking fundamentals (DNS, DHCP, TCP/IP, VPN).
• Experience managing user provisioning and deprovisioning, licensing, group memberships, Conditional Access policies, and MFA.
• Experience with endpoint management, software deployment, and device compliance through Intune.
• Familiarity with Google Admin Console.
• Experience working with ticketing systems and documenting support activities.
• Strong troubleshooting and problem-solving abilities.
• Excellent verbal and written communication skills.
• Exceptional customer service skills and a customer-first mindset.
• Ability to prioritize multiple tasks and work effectively in a fast-paced environment.
• Positive attitude, strong work ethic, and willingness to learn.
• Ability to work independently and collaboratively within a team environment.
• High School Diploma or equivalent.

Preferred Qualifications

• Associate's degree in Information Technology, Computer Science, or a related field.
• Microsoft Certified: Azure Fundamentals (AZ-900), Microsoft 365 Certified: Endpoint Administrator Associate, Microsoft Certified: Identity and Access Administrator (SC-300).
• CompTIA A+, Network+, or Security+ certifications.
• Experience supporting healthcare organizations and HIPAA-regulated environments.
• Experience administering Chrome Enterprise devices.
• Familiarity with ITIL practices and service management methodologies.