IT Support Specialist II - AMER - Internal Only

Your job

The IT Support Specialist II supports a Slack-first regional service model by resolving employee technology issues and request work across Slack, ticket, and in-person channels. This role handles more complex troubleshooting, supports service recovery, and helps create a consistent support experience across the region.

This role works closely with frontline support partners, technical teams, and office contacts to move work to the right channel, restore service quickly, and keep support knowledge current. The role also identifies recurring issues, reinforces support standards, and shares clear documentation that improves regional support quality.

Who you are

• Triage escalations from frontline support and choose next steps for timely resolution.
• Resolve complex hardware, software, access, and device issues across supported support channels.
• Restore service during interruptions by following runbooks and coordinating with partner teams.
• Fulfill support requests, document work clearly, and keep case records accurate and current.
• Identify repeat issues, update knowledge content, and recommend practical improvements to local workflows.
• Coach frontline support partners on troubleshooting steps, standards, and clear case handling.
• Support office and site technology operations, including setup, recovery, and day-to-day readiness.

Who we are

• Requires a minimum of 5 years of related experience; or Bachelor's degree and a minimum of 2 years of related experience; or an advanced degree without experience
• Troubleshooting skills across endpoint hardware, operating systems, applications, and account access.
• Clear written documentation and consistent case note quality.
• Ability to prioritize work across chat, ticket, and in-person support queues.
• Working knowledge of device setup, software deployment, and standard support tools.
• Ability to follow runbooks, use judgment, and escalate issues at the right time.
• Experience identifying recurring issues and improving knowledge content or support procedures.
• Ability to coach frontline support partners and reinforce service standards.

Our mission

As the world’s number 1 job site*, our mission is to help people get jobs. We strive to cultivate an inclusive and accessible workplace where all people feel comfortable being themselves. We're looking to grow our teams with more people who share our enthusiasm for innovation and creating the best experience for job seekers.

(*Comscore, Total Visits, March 2026)

Salary Range Disclaimer

The salary range for this role reflects the minimum and maximum compensation for the role. Offers are typically made between the range minimum and the range midpoint. Actual compensation will be determined based on job-related skills, experience, and expertise, as evaluated during the interview process. The range(s) listed is just one component of Indeed's total compensation package for employees. Other rewards may include quarterly bonuses, Restricted Stock Units (RSUs), a Paid Time Off policy, and many region-specific benefits. Compensation may also vary based on where a role is performed, as work locations are grouped into geographic pay tiers to reflect cost of labor differences in different geographic markets. Candidates can view geographic pay tiers by location on our career site (https://www.indeed.com/careers/paytiers), and recruiters can confirm how location is considered for a specific role.

Salary Range Transparency

Tier 1 - United States of America - $31.25 - $46.63

EEO and Accommodations

Indeed is deeply committed to building a workplace and global community where inclusion is not only valued, but prioritized. We’re proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, neuro-diversity, disability, age, or veteran status, or any other non-merit based or legally protected grounds.

Indeed provides reasonable accommodations to qualified individuals with disabilities in the employment application process. To request an accommodation, please visit https://www.indeed.com/careers/accommodations. If you are requesting accommodation for an interview, please reach out at least one week in advance of your interview.

For more information about our commitment to equal opportunity/affirmative action, please visit our Careers page (https://www.indeed.com/careers).

Inclusion & Belonging

Inclusion and belonging are fundamental to our hiring practices and company culture, forming an integral part of our vision for a better world of work. At Indeed, we’re committed to the wellbeing of our employees and on a mission to make this the best place to work and thrive. We believe that fostering an inclusive environment where every employee feels respected and accepted benefits everyone, fueling innovation and creativity.

We value diverse experiences, including those who have had prior contact with the criminal legal system. We are committed to providing individuals with criminal records, including formerly incarcerated individuals, a fair chance at employment.

Those with military experience are encouraged to apply. Equivalent expertise demonstrated through a combination of work experience, training, military experience, or education is welcome.

Privacy Policy

Like other employers Indeed uses our own technologies to help us find and attract top talent from around the world. In addition to our site’s user and privacy policy found at https://www.indeed.com/legal, we also want to make you aware of our recruitment specific privacy policy found at https://www.indeed.com/legal/indeed-jobs.Agency Disclaimer

Indeed does not pay placement fees for unsolicited resumes or referrals from non-candidates, including search firms, staffing agencies, professional recruiters, fee-based referral services, and recruiting agencies (each individually, an "Agency"), subject to local laws. An Agency seeking a placement fee must obtain advance written approval from Indeed's internal Talent Acquisition team and execute a fee agreement with Indeed for each job opening before making a referral or submitting a resume for that opening.AI NoticeIndeed is committed to ensuring fairness and transparency throughout our hiring process. We use artificial intelligence (AI) tools to assist in the screening, assessment, and selection of applicants for this position by analyzing information provided in resumes and applications. Our use of AI does not replace human decision-making. 

Unless otherwise notified, Indeed does not use AI constituting an AEDT or an ADMT as those tools are defined in applicable laws.

Reference ID: 48145