IT Support Specialist II

📋 Description

• Resolve complex desktop and application issues, including performance problems, application conflicts, and registry-level troubleshooting.

• Take charge of tickets escalated from AI/automation systems when automated tools are unable to fulfill the request successfully.

• Administer Microsoft 365 environments, focusing on Exchange Online, SharePoint permissions, security groups, and conditional access policies.

• Execute Active Directory tasks, such as user/group management, GPO troubleshooting, and basic modifications.

• Provide support for macOS environments, including troubleshooting and basic Jamf/MDM administration.

• Address network-related issues, including VPN connectivity, DNS/DHCP problems, and basic network diagnostics.

• Implement and support backup/recovery solutions, including file and folder restoration from client backup systems.

• Identify and respond to security issues, such as phishing attempts, malware removal, and MFA implementation.

• Manage software installations, deployments, and licensing concerns.

• Conduct hardware diagnostics and coordinate replacements or on-site support as necessary.

• Document all work in the service desk system, including clear resolution notes, next steps, and time entries.

• Create and maintain client-specific SOPs and contribute to ongoing process enhancements.

• Mentor Level 1 technicians through shadowing, ticket reviews, and hands-on training.

• Collaborate with specialized teams (server, network, security) for escalations and complex issues.

• Participate in client onboarding and migration/projects as required.

⛳️ Requirements

• Proficiency in Microsoft 365 administration, including Exchange Online, SharePoint, and security configurations.

• Experience in Active Directory administration, covering Group Policy troubleshooting and user/group management.

• Advanced skills in desktop/application troubleshooting, addressing performance issues, conflicts, and complex problems.

• Familiarity with macOS troubleshooting and basic Jamf/MDM support.

• Knowledge of network fundamentals, including VPN, DNS, DHCP, and basic diagnostics.

• Understanding of backup/recovery processes, particularly file/folder restore workflows.

• Awareness of security issues, including phishing identification, malware response, and MFA implementation.

• Exceptional customer service skills, with a comfort level in managing escalated client issues.

• Strong written and verbal communication skills, capable of explaining technical concepts to non-technical users.

• Proven decision-making ability and the capacity to troubleshoot independently, even without an SOP.

• Ownership mindset, demonstrating accountability for driving issues to resolution and knowing when to escalate.

• Team-oriented approach, with a willingness to collaborate and share knowledge.

• Commitment to continuous learning and improvement.

🏝️ Benefits

• Competitive salary and benefits package.

• Opportunities for professional growth and development.

• A collaborative and supportive work environment.

• Flexibility to work on a variety of interesting projects.