IT Support Specialist II

Position Purpose

The IT Support Specialist II is the first point of contact for employee technology needs. Responsible for documenting, troubleshooting, and resolving all support requests for company supported hardware, services, and applications. The position will provide onsite support for our Westlake and Irving offices and remote support to remote employees.

Essential Duties/Responsibilities

Service Desk & Incident Management

• Courteously and expeditiously respond to all service desk incidents and support requests (Tier 1 and Tier 2) via phone, email, chat, and in person, providing excellent customer service to all users
• Log, categorize, prioritize, and resolve all support requests including computers, applications, mobile devices, printers, and peripherals
• Escalate recurring and widespread issues to IT Leadership

Endpoints, Systems & Network Support

• Install, configure, troubleshoot, and maintain computer systems and cloud services, including setup and deployment of new hardware and software
• Support network connectivity, VPN, Wi-Fi, and basic network troubleshooting; investigate network operations alerts and respond as necessary
• Apply patches, updates, and security configurations in line with company policy

Accounts, Access & Onboarding

• Manage user accounts, permissions, and access in Azure/Active Directory (Microsoft Entra ID), Microsoft 365, and other business applications
• Perform new hire onboarding and terminations, including equipment, as requested and approved based on defined procedures, ensuring a pleasant experience for all involved
• Assist with security practices such as MFA enrollment and password resets, and report suspicious activity

Documentation, Training & Standards

• Create and maintain knowledge base articles and user guides for user self-troubleshooting
• Maintain an accurate IT asset inventory
• Prepare technical documentation that provides easy-to-read, step-by-step instructions
• Participate in the content creation and delivery of technical training as needed
• Participate in the selection of hardware standardizations and application deployments; evaluate the compatibility of proposed solutions with existing hardware and services, and analyze vendor-supplied solutions to ensure they meet user objectives

Projects & Professional Development

• Contribute to IT projects such as migrations, rollouts, and upgrades
• Maintain professional and technical knowledge by attending workshops, reviewing professional publications, and establishing personal networks

Availability & Schedule

• Occasional after-hours support for maintenance windows, urgent issues or projects assigned by IT management as needed

Job Requirements

Required

• Associate's degree in information technology, Computer Science, or a related field, or equivalent hands-on technical experience
• 4+ years of experience working in a dynamic service desk or desktop support environment
• Microsoft 365 or Azure certification (e.g., MD-102, AZ-900, AZ-104, SC-900) and/or ITIL Foundation certification
• Extensive experience in application, hardware, and network troubleshooting, including familiarity with TCP/IP, DNS, DHCP, and basic networking concepts
• Experience using ticketing systems (e.g., ServiceNow, Jira Service Management, Zendesk)
• Strong knowledge of Windows and macOS platforms
• Experience with quality control testing on new solutions
• Clear and patient written and verbal communication with strong attention to detail, able to explain technical issues to non-technical users
• Professional, empathetic, and reliable, with the ability to build strong working relationships with employees, vendors, and leaders at all levels
• Resourceful self-starter who works independently, manages time well, and prioritizes multiple requests in a fast-paced environment
• Discretion when handling confidential information

Preferred

• CompTIA A+, Network+, or Security+ certification
• Experience with MDM tools (e.g., Intune, Jamf) and remote support tools
• Basic scripting skills (e.g., PowerShell)
• Experience supporting remote and onsite workforces