IT Support Specialist II

The primary duties consist of handling escalated helpdesk requests from IT Support Specialist Tier 1, support Tier 1 staff and provide training when applicable to tier 1 staff. Provide technical assistance to departments and department goals. IT Support Specialist Tier III handles more complex user and hardware related issues. Take ownership of delegated project tasks and see them through to completion and provide consistent clear communication on due dates, tasks completed and roadblocks. This requires independent judgement and critical thinking in resolving technical issues.

• Medical, dental, vision, and supplemental insurance options, including HSA match for qualifying contributions.
• Parental Paid Leave
• Retirement savings plan with company match.
• Paid time off and holiday pay.
• Mileage reimbursement.
• Tuition reimbursement available.
• Company sponsored learning and development

Other duties may be assigned, as necessary.

• Deploy workstations for new hires and rehires.
• Takes ownership of all onboarding and offboarding related tickets and requests.
• Works closely with the Human Resource department to ensure all staff are onboarded and offboarded in a timely manner. Some requests might be outside of normal business hours.
• Ensuring new hires have the necessary technical assistance to set up their hardware and software.
• Focus on the employee experience and continually looking to improve it.
• Deploy Chromebooks and iPad to schools and client programs as needed.
• Install, modify, and repair workstations / Chromebook /iPad hardware and software.
• Support business software and equipment remotely through N-Able or in person.
• Deploy, manage, and mitigate workstations threats with EDR.
• Night and weekend on-call rotation availability required.
• Assist with maintaining printers, copiers, scanners, and Papercut user management.
• Assist with Office 365 email, Teams, and other application environments.
• Assist with workstation related Intune and Group Policies testing and deployment.
• Maintain inventory of all IT related equipment.
• Triage all incoming IT helpdesk tickets and escalate tickets as needed.
• Handle escalated incoming requests and assign them to other parties as needed.
• Handle delegated project tasks and provide updates.
• Assist with office moves, relocations and new office setup and configurations.
• Troubleshoot basic technical problems with LAN, WAN and wireless environments. Escalate issues as needed.
• Follow up with employees to ensure issue(s) have been resolved.
• Maintain safety and tidy organization of IT equipment, and cables.
• Attend daily IT stand-up meetings, provide task updates, and task blockers.
• Provide support and assistance to other departments and needed and directed by the direct report.
• Perform all duties within contract, state and federal regulations, company policy, and regulatory agency standards.
• May be required to drive vehicles, be insurable with our auto insurance provider, and complete company vehicle training.
• Occasional travel may be required.

Bachelor or Associate degree in Computer Science or related IT field preferred, or 5+ years of hands-on
experience. Prior technical computer and software experience required. Knowledge of Wi-Fi, LAN, and
WAN networks. Proficient in desktop, laptop, hardware and software configuration and maintenance. A+
certification. Working knowledge of Active Directory. Knowledge and experience with Windows 11, Office
365 products and other Cloud based applications (SharePoint, One Drive, Teams, Power BI, Azure AD,
Intune, CoPilot etc.).