IT SUPPORT SPECIALIST LEVEL II

Description

The IT Support Specialist Level II serves as a primary technical resource responsible for daily IT operations, advanced troubleshooting, systems administration, and technical project coordination across the organization. This position builds upon foundational Level I support responsibilities by assuming ownership of escalated issues, device and system management, staff support, and operational improvements.

The IT Support Specialist Level II functions as a bridge between frontline support and strategic IT leadership, providing opportunities for increased ownership of projects, mentoring, infrastructure support, and participation in larger organizational technology initiatives.

Key Responsibilities

Helpdesk & User Support (Level I + Level II Responsibilities)

• Serve as first-line and second-level technical support for staff technology issues.
• Respond to, prioritize, and resolve support tickets in a timely and professional manner.
• Troubleshoot and resolve:
• Password resets and account access issues
• Printer connectivity problems
• Microsoft Teams and Outlook support
• Workstation and application issues
• Device management issues
• Permissions and MFA-related issues
• Network connectivity issues
• Mobile device and remote access issues
• Escalate specialized or enterprise-level issues while maintaining ownership through resolution.
• Identify recurring support issues and implement long-term corrective solutions.

Daily IT Operations & Systems Management

• Manage and support daily IT operations throughout the organization.
• Administer and oversee endpoint management platforms including Microsoft Intune and Apple Business Manager (ABM).
• Monitor and maintain device compliance and security standards.
• Manage user access and permissions including:
• User provisioning and deprovisioning
• Access policies
• MFA resets
• Security group assignments
• Perform advanced troubleshooting and root cause analysis on technical issues.
• Support organizational technology standards and procedures.

Hardware, Device, and Asset Management

• Prepare, configure, deploy, and support workstations and technology equipment for new hires, replacements, and upgrades.
• Install and configure monitors, docking stations, keyboards, printers, and peripherals.
• Manage lifecycle activities for hardware and organizational technology assets.
• Maintain accurate IT inventory records for hardware, software, licenses, and peripherals.
• Assist with asset acquisition and integration into existing technology environments.

Infrastructure Support

• Manage and troubleshoot network-related issues including:
• Wireless connectivity issues
• VLAN troubleshooting
• Network device support
• UDM SE administration and troubleshooting
• Oversee printer fleet management including:
• Printer configurations
• Supply coordination
• Vendor support interactions
• Manage phone fleet administration and troubleshooting.

Staff Support, Training & Supervision

• Provide guidance and training for IT Support Specialist I staff.
• Assist with onboarding and technology setup for new hires.
• Train staff on technology systems and best practices.
• Develop and maintain technical documentation and knowledge-base materials.

Project Management & Continuous Improvement

• Lead or support technical projects including:
• Hardware refresh initiatives
• Device deployment projects
• Software rollouts
• Technology upgrades and migrations
• Coordinate project activities, timelines, and communication.
• Identify opportunities for process improvements and automation.
• Assist with organization-wide technology initiatives.

Administrative & Financial Responsibilities

• Complete expense reports and maintain purchasing documentation.
• Assist with budget management activities including:
• Spend tracking 
• Forecasting support 
• Cost control initiatives
• Coordinate with leadership on purchasing and technology planning activities.

In addition, the IT Support Specialist Level II will perform other reasonable business-related duties as assigned.

Requirements

Minimum Requirements

• Strong analytical, troubleshooting, and problem-solving skills.
• Strong communication and customer service skills.
• Ability to manage multiple priorities and projects simultaneously. 
• Customer-focused mindset
• Leadership and mentoring skills
• Attention to detail
• Initiative and continuous improvement mindset
• Project coordination and organization
• Ability to work independently and collaboratively

Education & Experience

• 3–5 years of IT support, systems administration, or helpdesk experience preferred.
• Strong working knowledge of Windows operating systems and Microsoft 365 applications.
• Experience with Microsoft Intune and Apple Business Manager preferred.
• Working knowledge of networking concepts and troubleshooting.
• Experience with user access management and security administration.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 25 pounds at times.
• May require occasional setup and movement of computer equipment and peripherals.

EOE