IT Support Specialist II

Business Title: IT Support Specialist II

Reports To: Manager, DevOps

Department: Information Technology

Supervisory Role: No

Location: Denver, Colorado
Employment Status: Full-Time

FLSA Status: Non-Exempt

POSITION OVERVIEW

The IT Support Specialist II provides Tier 1 and Tier 2 technical support for employees and manages day-to-day support across devices, applications, accounts, and connectivity. This position troubleshoots and resolves technical issues, administers Microsoft 365 and user access, supports endpoint security and device management, and manages technology assets throughout their lifecycle.

The IT Support Specialist II owns assigned issues through resolution and works with employees, vendors, and internal technology partners to address more complex needs. The position also maintains technical documentation, supports security and recovery activities, and identifies recurring issues and opportunities to improve IT services.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Provide Tier 1 and Tier 2 support for hardware, applications, authentication, VPN, wireless, and network connectivity issues; troubleshoot, resolve, or escalate as appropriate.
• Configure, deploy, secure, patch, and support Windows and iOS devices and approved applications.
• Manage assigned incidents and service requests through resolution, including documentation, status updates, and identification of recurring issues.
• Administer user accounts, Microsoft 365, security groups, licenses, multifactor authentication, and role-based access; support employee onboarding, role changes, and offboarding.
• Provide technical guidance and user education to promote effective and secure use of technology.
• Maintain technical documentation, knowledge articles, configuration records, and asset information.
• Monitor endpoint health, patching, encryption, endpoint protection, and device-management alerts; investigate and address issues as needed.
• Support security incident response, including information gathering, documentation, containment activities, and escalation of suspected threats.
• Manage laptops, mobile devices, peripherals, and software licenses throughout the asset lifecycle, from procurement and deployment through recovery and secure disposition.
• Coordinate with vendors and internal technology partners to resolve escalated incidents, system changes, warranty claims, and service issues.
• Test and document technology changes and support projects involving Microsoft 365, endpoint services, identity, collaboration tools, and employee technology.
• Support business continuity and technology recovery activities, including equipment readiness, access validation, and recovery testing.

KNOWLEDGE, SKILLS, AND EXPERIENCE

• Bachelor degree in information technology or a related field and at least 3 years of IT support experience, including independent resolution of Tier 2 issues. Equivalent education, training, certifications, and relevant experience may be considered.
• Experience supporting Microsoft 365, Windows, iOS, Active Directory, Microsoft Entra ID, and Microsoft Intune in a business environment.
• Working knowledge of networking and endpoint technologies, including TCP/IP, DNS, DHCP, wireless networks, VPNs, device encryption, patching, and hardware diagnostics.
• Experience with IT service-management or ticketing systems, endpoint management, software deployment, remote monitoring tools, and device inventory and compliance.
• Knowledge of core cybersecurity practices, including least-privilege access, multifactor authentication, phishing response, endpoint protection, and secure device configuration.
• Strong troubleshooting, customer service, and communication skills, with the ability to manage competing priorities, explain technical issues to nontechnical users, work independently, and escalate issues appropriately.
• Ability to lift and move equipment weighing up to 40 pounds, with or without reasonable accommodation.

Preferred

• CompTIA A+, Microsoft 365–related certifications, or comparable technical credentials.
• Advanced experience with Microsoft Intune, Active Directory, Microsoft Entra ID, or related endpoint and identity-management tools.
• Experience supporting nonprofit, healthcare, public-sector, or other regulated organizations with distributed or remote employees.

SUPERVISORY RESPONSIBILITIES