IT Support Specialist II

Great Reasons to Join

Standard Work Schedule

• Monday - Thursday 7:30am - 4:00pm and Friday 7:00am-3:30pm. MUST be willing to be flexible as jobs may change.

Position Summary

Position Responsibilities

• Receives, documents, prioritizes, troubleshoots, and resolve help desk tickets. Maintains clear notes, keeps employees informed, and follows requests through resolution.
• Prepares equipment and approved account access for new hires using onboarding checklists. Sets up workstations and helps employees get started with company technology.
• Completes assigned offboarding tasks, including disabling access as directed, coordinating equipment returns, and updating account and asset records.
• Images and reimages laptops and desktops using established deployment processes. Installs approved applications, drivers, and updates, and verifies required security settings before delivery.
• Installs, configures, and troubleshoots docking stations, monitors, local and network printers, scanners, UPS devices, headsets, and related peripherals, including printer drivers and print queues.
• Resolves common Windows, Outlook, Teams, OneDrive, SharePoint, browser, software installation, performance, and user profile issues.
• Troubleshoots routine wired, wireless, and VPN connectivity issues and escalates outages.
• Performs routine account, group, license, and password support in Microsoft 365, Active Directory, and Microsoft Entra ID within assigned permissions.
• Supports iPhones/Android/iPads/Zebra tablets, including enrollment, email and application setup, and routine troubleshooting through the company’s mobile device management tools.
• Escalates complex or unresolved issues to Level 3 or the appropriate IT team with symptoms, troubleshooting performed, and relevant diagnostic information.
• Assists with multifactor authentication setup/recovery using identity verification procedures.
• Maintains accurate inventory and warranty records. Receives, packages, ships, and tracks equipment, loaner devices, repairs, and returns for employees and remote offices.
• Guides employees through troubleshooting, provides basic technology training, and maintains knowledge articles and support checklists.
• Additional duties as assigned.

Qualifications

• Required: Three to four (3-4) years of professional help desk, desktop support, or related IT experience, or an equivalent combination of education and relevant experience.
• Required: Hands-on experience supporting Windows computers, Microsoft 365 applications, printers, peripherals, and basic wired and wireless connectivity.
• Required: Experience preparing, imaging, deploying, and troubleshooting employee computers.
• Required: Experience using ticketing and remote support tools, documenting troubleshooting, and communicating clearly with employees or customers.
• Required: Experience in a direct employee or customer support role, with the ability to explain technical issues clearly and professionally, document findings, and know when to escalate.
• Required: Practical experience using generative AI tools for technical research or documentation, with the ability to verify results before applying them.
• Preferred: Relevant industry certifications and miscellaneous experience including but not limited to Microsoft Intune and Windows Autopilot, Freshservice/FreshDesk, Jamf or other iOS Management tools, UniFi networking, and basic PowerShell.
• Required: High School diploma or equivalent
• Preferred: Bachelor's degree

Physical Demands

Benefits and Compensation

• We provide a comprehensive package of employee benefits including: Medical, Dental, Vision, Life/AD&D; additional voluntary benefits such as STD, LTD, Critical Illness, Accident Insurance, paid vacation, and holidays; 401(k) and company paid Life Insurance, and we are 100% Employee Owned.

EEO Statement