IT Support Specialist, Tier II - US based

The Opportunity

The Tier II IT Support Specialist is a key player in delivering seamless technology experiences across Praxis. You’ll serve as the primary escalation point for complex technical issues, partnering closely with our internal IT support, development, and leadership teams to ensure smooth operations for our 260–400 users. From managing identity and access to administering collaboration platforms and overseeing IT assets, this role is essential to sustaining and scaling our tech infrastructure. This is a hands-on, high-impact position for someone who thrives on solving problems, documenting what works, and improving how we support our mission.

Primary Responsibilities

• Serve as the go-to escalation point for Level 2 IT issues from our internal Helpdesk
• Troubleshoot and resolve complex problems across Microsoft 365, collaboration tools, and endpoint devices
• Support onboarding and offboarding workflows for employees, consultants, and contractors
• Administer user access and authentication across Microsoft Entra ID and SaaS platforms
• Manage SSO, MFA, password managers (1Password), certificates, and guest access
• Handle admin consent requests and configure access for contractors and temporary roles
• Administer permissions for SharePoint, DocuSign, Zoom AI, Atlassian, and other SaaS tools
• Cover periodic license reviews and audits across enterprise applications
• Oversee laptop shipping, imaging, and inventory tracking in Jira
• Manage conference room AV systems and recordings for company-wide meetings as needed to support vendors
• Partner with vendors and internal teams to manage OEM support and renewals
• Maintain IT knowledge base in Confluence and refine workflows
• Proactively identify and implement improvements to enhance support quality and user experience

Qualifications And Key Success Factors

• Bachelor’s degree in IT, Computer Science, or related field—or equivalent hands-on experience
• 5+ years in Tier II support, service desk, or IT operations roles
• Strong experience with Microsoft 365, Entra ID, N-Central and identity/access systems
• Familiarity with Jira Service Management and Confluence is a plus
• Comfortable supporting SaaS platforms and collaboration tools
• Exceptional troubleshooting, documentation, and communication skills
• A proactive, collaborative mindset with the ability to operate independently
• Flexibility for occasional after-hours or on-call support

The physical and mental requirements of our roles include but are not limited to regular use of a computer, devices or other office equipment, clear communication, and occasional movement. You'll need comfort with screen work, basic hand coordination, and focus.

Annualized Base Salary: $68,000 USD - $88,000 USD