Support Operations Specialist II

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of escalated tickets from Tier 1, diagnosing and resolving intricate hardware, software, network connectivity, and access challenges.

• Conduct root-cause analysis on recurring issues and implement permanent corrective measures.

• Manage identity and access systems, which includes Google Workspace, group and access management, as well as endpoint/device management.

• Provide support and troubleshoot core business applications, integrations, and vendor-specific software escalations.

• Configure, image, and deploy endpoints; oversee device lifecycle, patching, and endpoint security.

• Guide the Tier 1 Specialist by reviewing tickets, sharing troubleshooting methods, and assisting with complex issues.

• Develop and maintain knowledge base articles, runbooks, and documented escalation procedures.

• Collaborate with third-party vendors and internal stakeholders to resolve incidents, ensuring they are tracked to closure in Linear.

• Contribute to monthly reports and recurring problem analysis by identifying escalation patterns.

• Assist with IT projects, rollouts, and initiatives aimed at process improvement.

• Provide Tier 1 support as necessary and report directly to the Director of IT Operations.

⛳️ Requirements

• Over 3 years of experience in IT support, showcasing Tier 2 / escalation-level troubleshooting capabilities.

• Strong troubleshooting skills for Windows and macOS desktops, along with solid networking fundamentals (DNS, DHCP, VPN, connectivity).

• Practical experience administering Google Workspace or Microsoft 365, including identity, access, and group management.

• Familiarity with endpoint/mobile device management (MDM) and endpoint security protocols.

• Competence using a ticketing system (Linear, Jira, ServiceNow, or similar) and possessing strong documentation practices.

• Exceptional problem-solving abilities and the capacity to work through escalations independently to identify the root cause.

• Strong written and verbal communication skills, with the capability to mentor junior staff and convey technical concepts to non-technical users.

• An Associate's degree in IT or a related field, or equivalent experience; a high school diploma or GED is required.

• Preferred certifications include CompTIA Network+ / Security+, ITIL Foundations, or Google Workspace Administrator.

• Experience with scripting or automation (PowerShell, Python, or Google Apps Script) is a plus.

• Experience in supporting a healthcare or similarly regulated environment, including HIPAA and PHI handling, is preferred.

• Familiarity with Slack administration and helpdesk automation tools (e.g., Linear Asks intake, ClearFeed) is preferred.

• Previous experience mentoring Tier 1 staff or contributing to the formalization of a growing helpdesk function is desirable.

🏝️ Benefits

• Competitive salary and performance incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and training.

• Flexible work schedule and remote work options.

• Generous paid time off and holiday policies.