L2 IT Support Specialist

Role Summary

Are you a natural problem-solver who loves turning technical challenges into seamless user experiences? As our L2 IT Support Specialist, you will be the heartbeat of our technology support system. This is a high-impact, hands-on role where you serve as the primary expert for Tier 2 technical escalations, ensuring that our team members have the functional, secure, and reliable tools they need to excel. You won’t just be fixing computers; you’ll be an essential partner in our mission, driving digital excellence across multiple locations and empowering your colleagues through top-tier technical guidance and a customer-first mindset.

Key Responsibilities:

• Expert Troubleshooting: Resolve sophisticated Tier 2 issues involving hardware, software, and the Microsoft 365 suite (Outlook, Teams, SharePoint) to keep our operations running smoothly.

• Modern Device Management: Configure and deploy high-performance Windows laptops, desktops, and mobile devices using Intune and industry-leading security standards.

• Automation & Innovation: Utilize PowerShell to automate routine tasks, standardize data collection, and create efficient remediation steps that save time and improve accuracy.

• Network & Connectivity Mastery: Support the backbone of our digital workspace by troubleshooting LAN/Wi-Fi, VPN, DNS, and DHCP, ensuring every site stays connected.

• Seamless Onboarding: Create an incredible "Day One" experience for new hires by managing account creation, hardware setup, and permissions through Entra ID (Azure AD).

• Collaborative Partnership: Work closely with IT leadership, regional leads, and external vendors to implement office tech refreshes and exciting new rollout initiatives.

• Security Stewardship: Safeguard our digital environment by monitoring endpoint compliance, managing Microsoft Defender, and supporting cybersecurity awareness campaigns.

• Knowledge Leadership: Champion process excellence by maintaining detailed records in our ITSM platform and contributing to a robust internal knowledge base.

Required Qualifications

• Educational Background: An Associate or Bachelor’s degree in IT, Computer Science, or a related field (or equivalent professional experience).

• Proven Experience: 2–3 years of success in an IT support or helpdesk role, ideally within a multi-site or field-based environment.

• Technical Proficiency: Strong working knowledge of Windows 10/11, Microsoft 365, and fundamental networking principles.

• Organizational Skills: A self-motivated professional who can prioritize effectively and meet deadlines in a dynamic environment.

• Communication Excellence: The ability to provide clear, jargon-free updates and follow through on commitments to ensure a superior user experience.

Desired Qualifications

• Advanced Toolkit: Previous experience with Intune, Entra ID (Azure AD), Microsoft Defender, and endpoint imaging.

• Platform Familiarity: Exposure to ITSM platforms (such as ConnectWise) and documentation tools (like ITGlue).

• Analytical Mindset: A proactive approach to identifying recurring problems and proposing creative, long-term solutions.

Location and Work Type

• Location: Primary on-site support at our main office, with remote support provided for all other regional locations.

• Work Type: Full-time, Exempt. This role includes occasional travel for exciting projects, site rollouts, and high-level escalations.