Technical Support Specialist II

Core Responsibilities

• Troubleshoot and resolve escalated hardware, software, and network issues
• Provide support for Windows systems, Microsoft 365, Active Directory, and endpoint devices
• Perform root cause analysis to prevent recurring issues
• Ticket Ownership & Ticket System Management: Take full ownership of assigned SysAid tickets from start to completion, ensure tickets are actively worked, updated, and documented, meet SLA expectations for response and resolution
• Prioritize and manage multiple requests
• Endpoint, MDM & Cloud Identity Support: Manage endpoints using Microsoft Intune (enrollment, compliance, deployment), administer Microsoft Entra ID (Azure AD) including users, groups, and access, support mobile device management (MDM) solutions, assist with Autopilot deployments
• Troubleshoot identity and endpoint issues
• Server & Infrastructure Support: Support Windows servers and core services (AD, DNS, DHCP, file services), perform patching, maintenance, and monitoring, support backups and recovery efforts, assist with infrastructure upgrades
• Networking & Connectivity: Troubleshoot switches, firewalls, VPN, and wireless networks, resolve connectivity issues for remote and on-site users, assist with network changes and deployments, support IoT and connected devices

Key Expectations

• No tickets remain idle without progress or updates
• Full ownership of assigned work
• Proactive communication with users and leadership
• Immediate escalation when blocked
• Professional conduct at all times

Required Skills & Qualifications

• 2–5 years of IT support experience
• Experience with Microsoft Intune, Entra ID, and MDM
• Knowledge of Windows servers (AD, DNS, DHCP)
• Basic networking knowledge (switches, firewalls, VPN, TCP/IP)
• Strong troubleshooting and problem-solving skills
• Ability to work independently and manage priorities