IT Support Specialist LVL 2

Key Responsibilities

• Resolve escalated tickets from Tier 1 involving hardware failures, software conflicts, network connectivity, and account/system access issues
• Install, configure, and troubleshoot desktops, laptops, printers, and peripherals
• Support and maintain MDM-managed endpoints, imaging, and software deployment
• Diagnose and resolve issues across Windows/macOS, Active Directory, and common business applications
• Assist with onboarding/offboarding: device provisioning, account setup, and access changes
• Document resolutions and contribute to the internal knowledge base
• Coordinate with vendors on hardware warranty/repair issues
• Participate in IT projects (rollouts, migrations, upgrades) as assigned
• Mentor Tier 1 technicians on troubleshooting techniques

Required Qualifications

• 2+ years of IT help desk or desktop support experience
• Solid working knowledge of Windows, Active Directory, and common business software
• Experience troubleshooting hardware, printers, and network connectivity issues
• Strong communication and customer service skills
• Ability to prioritize and manage multiple tickets in a queue-based environment

Desired Attributes

• Associate's degree in IT or a related field, or equivalent experience
• Familiarity with MDM platforms and ticketing systems (Linear, Planner, etc)
• Familiarity with iOS environment
• CompTIA A+ or Network+ certification
• Experience in construction, engineering, or another field-heavy industry
• Organization skills