IT Support Specialist - Level 2 (Portland, OR)

Key Responsibilities

• Provide second-level technical support for hardware, software, and networking issues.
• Troubleshoot and resolve complex issues related to operating systems, application software, and network connectivity.
• Aid in maintaining IT documentation, including troubleshooting procedures, installation instructions, and user guides.
• Collaborate with IT team members to improve processes and enhance overall service quality.
• Assist with network troubleshooting, VPN support, and Wi-Fi connectivity issues.
• Support Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) and common business applications.
• Document resolutions and contribute to the internal knowledge base.
• Provide guidance and mentorship to Level 1 and Help Desk teams.
• Stay updated with emerging technologies and advancements in IT support.

Qualifications

• Education: Associate’s degree in Information Technology, Computer Science, or a related field; Bachelor’s degree preferred.
• Experience: Minimum of 3 years of experience in IT support or a related technical role.
• Skills:
• Strong knowledge of Microsoft 365 Suite and Azure Services.
• Proficiency in Entra administration and troubleshooting.
• Experience with AWS cloud services, Identity Management, and Firewalls.
• Knowledge in network infrastructure (HP/Aruba, Cisco, SonicWall, Unifi).
• Excellent problem-solving and communication skills.
• Ability to work independently and in a team-oriented environment.

Preferred Qualifications

• IT certifications (e.g., CompTIA Security+, Network+, Firewall Certifications, Microsoft certified, CCNA, AWS Certified, SonicWALL Network Security Administrator, Jamf).
• Proficient with remote support tools and systems.