IT Support Specialist II

Position Summary 

All staff are employed through the Research Foundation. This role will be in service to the Research Foundation.

The IT Support Specialist II is responsible for delivering exceptional technical support and customer service. As a member of the IT Operations team, this position serves as the primary point of contact for end-user technology support, independently resolving the majority of end-user technical issues while enabling a secure, reliable, and productive digital workplace.

This position supports Microsoft 365 services, managed endpoint technologies, identity and access management, cloud-based business applications, collaboration platforms, and virtual desktop environments. Working closely with other members of IT Operations, the IT Support Specialist II maintains technology standards, improves the user experience, and escalates specialized infrastructure, networking, systems administration, and cybersecurity issues when appropriate.

This is a non-exempt and full-time position (40 hours per week).

The COG Research Foundation, LLC is a 100% remote employer, though some travel may be required.  Employee must reside within the United States.

Full pay range for this position: $31.03 – $44.43 per hour. The typical hiring range for this position is from $31.03 (minimum) to $37.73 (midpoint) per hour. The starting pay is determined based on the candidate’s knowledge, skills, experience, as well as budget availability.

Essential Duties and Responsibilities

End- User Services

• Serve as the primary point of contact for end-user technology support while delivering exceptional customer service.
• Receive, prioritize, troubleshoot, and resolve incidents and service requests submitted through the IT service management platform and other approved support channels.
• Independently diagnose and resolve the majority of day-to-day technology issues while maintaining ownership through successful resolution.
• Troubleshoot Microsoft Windows endpoints, Microsoft 365 applications, virtual desktop environments, endpoint devices, peripheral devices, remote connectivity, and approved business applications.
• Escalate infrastructure, networking, systems administration, cybersecurity, and application issues to the appropriate IT Operations team members while maintaining communication with the end user.
• Communicate technical information in a professional, user-friendly manner appropriate to the individual's level of technical knowledge.
• Document incidents, troubleshooting activities, resolutions, and recommendations within the IT service management platform.
• Consistently meet established service levels while supporting a fully remote workforce.
• Promote a positive customer experience through professionalism, responsiveness, accountability, and effective follow-through.

Microsoft 365 & Cloud Services

• Provide technical support for Microsoft 365 applications and services, including Outlook, Teams, SharePoint Online, OneDrive, Microsoft 365 Apps, Teams Phone, and other approved collaboration platforms.
• Troubleshoot authentication, licensing, synchronization, permissions, collaboration, and application-related issues.
• Administer user licenses, shared mailboxes, distribution groups, and access requests in accordance with established procedures.
• Support approved cloud-based business applications and coordinate with vendors or application owners when advanced troubleshooting is required.
• Assist employees in effectively utilizing Microsoft 365 technologies to improve productivity and collaboration.
• Assist with implementing new Microsoft 365 features and services while supporting organizational technology initiatives.

Identify & Endpoint Management

• Configure, deploy, maintain, and troubleshoot organization-issued laptops, virtual desktop environments, mobile devices, peripheral devices, and related managed endpoint technologies.
• Administer user accounts within Microsoft Entra ID, Active Directory, Microsoft 365, Microsoft Intune, and other approved identity platforms.
• Manage password resets, multifactor authentication, endpoint enrollment, device compliance, software deployment, and user provisioning activities.
• Coordinate technology onboarding and offboarding activities, ensuring users receive appropriate equipment, software, access, and security configuration.
• Maintain accurate technology asset inventory and equipment lifecycle records.

Security & Compliance

• Support organizational cybersecurity initiatives by following established security standards, policies, and procedures.
• Assist with endpoint security, identity protection, multifactor authentication, secure remote access, and endpoint compliance activities.
• Recognize, document, and promptly escalate suspected phishing attempts, malware infections, unauthorized access attempts, and other security-related incidents.
• Protect confidential, proprietary, financial, personnel, research, and other sensitive organizational information while performing assigned responsibilities.
• Participate in remediation activities and security improvement initiatives as directed.

User Education

• Educate users on Microsoft 365 features, collaboration tools, and approved business applications.
• Promote technology best practices that improve productivity and user effectiveness.
• Reinforce organizational cybersecurity awareness by educating users on phishing, password security, multifactor authentication, and other security practices.
• Develop and maintain user guides, quick reference materials, and knowledge base content that improves self-service capabilities.
• Encourage effective and secure use of organizational technology resources.

Operational Support

• Develop and maintain technical documentation, knowledge base articles, standard operating procedures, and service documentation.
• Identify recurring issues and recommend improvements that enhance service quality, operational efficiency, and the overall user experience.
• Participate in technology deployments, software implementations, system upgrades, testing activities, and departmental initiatives.
• Collaborate effectively with systems administrators, network engineers, cybersecurity personnel, vendors, and application owners.
• Maintain current knowledge of Microsoft technologies, cloud services, endpoint management, cybersecurity best practices, and emerging technologies relevant to the organization's environment.

Other

• Collaborate with organizational departments to understand business needs and deliver effective technology solutions.
• Promote teamwork, accountability, professionalism, and continuous improvement throughout the IT Operations department.
• Participate in departmental meetings, technology planning activities, and professional development opportunities.
• May conduct occasional travel to Arcadia, CA and Los Angeles, CA if the telecommute work location is within the greater Los Angeles area.
• Perform other duties as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.

Minimum Qualifications

• Five (5) years of progressively responsible experience providing technical support for Microsoft Windows endpoint operating systems and supporting Microsoft 365 applications and services.
• Associate degree in Information Technology, Computer Science, Information Systems, or a related field; or substitute with two (2) additional years of directly related professional experience.

Other Qualifications

• Demonstrated experience independently diagnosing and resolving a broad range of end-user technology issues.
• Track record of supporting Microsoft 365 services, identity management, cloud-based business applications, and endpoint technologies.
• Proficiency with IT service management (ITSM) or helpdesk ticketing platforms.
• Successful history of supporting a fully remote workforce through remote administration tools, collaboration technologies, and secure remote access solutions.
• Strong working knowledge of Microsoft 365 applications and services, including Outlook, Teams, SharePoint Online, OneDrive, and Microsoft 365 Apps.
• Working knowledge of Microsoft Entra ID, Microsoft Intune, identity management, multifactor authentication, and endpoint management principles.
• Demonstrated experience supporting Microsoft Windows endpoint operating systems within an enterprise environment.
• Skilled in administering user accounts, licensing, permissions, and access requests.
• Experience supporting cloud-based business applications and Software-as-a-Service (SaaS) platforms.
• Experience supporting and troubleshooting endpoint technologies, including laptops, virtual desktop environments, mobile devices, peripheral devices, software deployment, and endpoint lifecycle management.
• Working knowledge of TCP/IP networking fundamentals, DNS, VPN connectivity, wireless networking, and remote access technologies.
• Proven ability to troubleshoot hardware, software, identity, cloud application, endpoint, and connectivity issues in a timely manner.
• Excellent customer service, interpersonal, verbal, and written communication skills with the ability to communicate technical information to both technical and non-technical audiences.
• Strong organizational, documentation, and time management skills with demonstrated attention to detail and the ability to manage multiple priorities in a fast-paced environment.
• Ability to work independently while recognizing when collaboration or escalation is appropriate.
• Committed to maintaining strict confidentiality while working with organizational, personnel, financial, and research-related information.
• Flexibility to work variable hours as needed to support maintenance activities, technology deployments, and organizational priorities.
• Dedicated to staying current on Microsoft technologies, cybersecurity best practices, and emerging technologies applicable to the organization's environment.
• Ability to travel to Arcadia, CA and Los Angeles, CA if the telecommute work location is within the greater Los Angeles area.

Specific System Experience

• Productivity & Collaboration: Microsoft Outlook, Microsoft Teams, SharePoint Online, OneDrive, and Microsoft 365 Apps
• Identity & Access Management: Microsoft Entra ID (Azure Active Directory), Multi-Factor Authentication (MFA), and identity verification platforms
• Device Management: Microsoft Intune and Mobile Device Management (MDM) tools
• Operating Systems & Mobile Platforms: Windows, Apple iOS, and Android
• Virtualization: Virtual Desktop Infrastructure (VDI) and remote desktop environments
• Remote Support Tools: Remote administration software, VPNs, and secure remote access solutions
• Enterprise Operations: IT Service Management (ITSM) systems, helpdesk ticketing tools, and SaaS/cloud-based business applications
• Networking Foundations: TCP/IP networking protocols

Preferred Qualifications

• Experience supporting Microsoft Teams phone.