The Level 2 IT Support Specialist serves as the primary escalation point for the Level 1 Helpdesk, resolving more complex desktop, endpoint, and network connectivity issues while escalating deeper infrastructure, server, or systems-level problems to the Level 3 team. This role owns the end-to-end PC lifecycle - imaging, deployment, and new hire setup - and provides specialized support for OEM and CAD/engineering software used across the business. The ideal candidate is a hands-on troubleshooter who is comfortable working independently, documenting solutions, and communicating clearly with end users of varying technical skill levels.
Key Responsibilities
Escalation & Ticket Ownership
- Serve as the Tier 2 escalation point for issues that exceed Level 1 Helpdesk scope
- Triage, diagnose, and resolve tickets within defined SLAs; escalate unresolved or infrastructure-level issues to Level 3 with clear documentation of steps already taken
- Maintain accurate, detailed ticket records (root cause, resolution steps, follow-up actions) in the IT service management platform
PC & Endpoint Support
- Provide desktop/laptop hardware and software support for end users, including diagnosis of performance, boot, driver, and peripheral issues
- Image, configure, and deploy new and replacement PCs using standard corporate images and deployment tools
- Install, configure, and troubleshoot OEM software and hardware-specific utilities from PC/laptop manufacturers (e.g., Dell, HP, Lenovo)
- Install, configure, and support CAD or other specialized engineering/design software, including license activation, plugin/add-in issues, and performance tuning for graphics-intensive workloads
Network & Connectivity Troubleshooting
- Troubleshoot endpoint network connectivity issues across wired (Ethernet) and wireless (Wi-Fi) connections
- Diagnose IP addressing, DNS, DHCP, VPN, and authentication-related connectivity problems at the endpoint level
- Coordinate with Level 3/network team on switch port, wireless controller, or infrastructure-level issues that fall outside endpoint scope
New Hire & Onboarding Support
- Prepare and image PCs for new hires according to role-based standard software builds
- Install and configure required business applications, OEM utilities, and CAD/engineering software as applicable to the new hire's role
- Set up accounts, profiles, and endpoint security/compliance agents in coordination with IT security and helpdesk teams
- Ensure new hire equipment is tested and ready prior to start date
Documentation & Continuous Improvement
- Create and maintain knowledge base articles and runbooks for common Level 2 issues to improve Level 1 self-sufficiency
- Participate reoccurring IT team meetings and status reports
- Identify recurring issues and recommend process, imaging, or configuration improvements
- Assist with maintaining accurate hardware/software asset inventory
Required Qualifications
- Must have a High School Diploma or equivalent; Bachelor's degree preferred
- 2-4 years of experience in a Level 1/Level 2 IT support or desktop support role
- Strong working knowledge of Windows 11 desktop operating systems
- Experience imaging and deploying PCs (e.g., via SCCM or similar tools)
- Experience troubleshooting wired and wireless endpoint connectivity (TCP/IP basics, DNS, DHCP, Wi-Fi authentication)
- Experience supporting OEM hardware/software utilities (Dell Command, Lenovo Vantage, or similar)
- Familiarity with installing, licensing, and troubleshooting CAD or other specialized engineering/design applications
- Experience with Active Directory / Microsoft Entra ID user and device management
- Strong customer service orientation and ability to communicate technical concepts to non-technical users
- Ability to prioritize and manage multiple tickets/requests simultaneously
- Must live in Portland metro area. We are unable to provide relocation expenses
- Must be legally authorized to work in the United States. Sponsorship will not be provided for this position
Preferred Qualifications
- Experience in an industrial, manufacturing, or engineering-driven business environment
- Familiarity with Microsoft 365 administration (Exchange Online, Teams, OneDrive/SharePoint)
- Exposure to endpoint security tooling (antivirus/EDR agents, patch management)
- ITSM process experience
- CompTIA A+, Network+, or equivalent certification or experience
Founded in 1923, Applied Industrial Technologies (NYSE: AIT) is a leading value-added distributor and technical solutions provider of industrial motion, fluid power, flow control, automation technologies, and related maintenance supplies. Our leading brands, specialized services, and comprehensive knowledge serve MRO and OEM end users in virtually all industrial markets through our multi-channel capabilities that provide choice, convenience, and expertise.
Applied Industrial Technologies is built on a philosophy that puts people first. We are an equal opportunity employer, and we are committed to a workforce in which we enforce fair treatment and provide growth opportunities for everyone. All qualified applicants will receive consideration for employment regardless of age, race, color, national origin, genetics, religion, gender, marital status, physical or mental disability, or any other characteristic protected by applicable laws, regulations, and ordinances.