Support Specialist II

Description

• Responsible for the highest level of client service experience, proactively identifying strategic opportunities for client experience and technological improvements, and overseeing/coordinating implementation of large-scale, long term enhancements and fixes to client infrastructure. Works closely with management to implement proactive and reactive solutions derived from high-level meetings with executives and decision makers.
• Serves as a point of escalation for senior team members to resolve high-difficulty issues previously addressed by those team members.
• Provides client service at the highest level, serving as a model for all team members in process adherence, implementation and improvement.
• Provides support and oversight for all team members, offering mentoring and collaboration opportunities to enhance their skillsets.

• Work Location: Baton Rouge, LA and surrounding areas – either in the ITinspired office or as staff augmentation at client’s place of business.
• Travel: Some travel might be necessary. Travel expenses are reimbursed.
• Hours of Operation: Weekdays from 8am to 5pm, on call support as needed.
• Reporting to Work: Report to our office unless dispatched ahead of time.
• Reimbursements: Mileage traveled for all work related activities is reimbursed along with any client purchases not made on company credit cards.

Education Requirements

• High School Diploma or higher.
• 2 or 4 year degree from an accredited college or university is preferred.
• 5 years IT experience preferred.
• Additional technical training and/or experience can substitute for education requirements.
  
  

Skills, Knowledge and Expertise

• Communicate effectively and efficiently to clients and co-workers.
• Be self-managed and self-motivated.
• Possess excellent time management skills.
• Maintain a positive mental attitude and be a part of the solution, not the problem.
• Interact with customers, vendors, and co-workers in a kind and friendly manner.
• Meet deadlines under budget and on-time.
• Maintain a neat and tidy working environment.
• Have multiple years of prior MSP experience.

• Documentation and Ticket Management for reported support incidents.
• Desktop and Server Administration (Windows 11 and Server 2012-2025).
• Mentoring other staff members, including those with multiple years of IT experience.
• Desktop OS: Microsoft Windows 11 and Mac OS.
• Server OS: Microsoft Server 2012-2015
• Office Suite: Office 365 and earlier versions.
• Email: Google Workspace, Office 365,  Microsoft Exchange.
• Endpoint Protection: Crowdstrike, Huntress
• Backup: Veeam
• Cloud Services: Dropbox, OneDrive, OpenDNS, Ninite, and Cloudflare.
• Virtualization: Hyper-V, VMware
• Networking: Cisco, Palo Alto, Juniper, Unifi
• Email Protection: Avanan, KnowBe4, HSAT
• Server Administration: Active Directory, Group Policy, SQL, Exchange, SCCM, SharePoint
• SAN/NAS:  Synology and QNAP.
• VoIP: Allworx, Cisco, Mitel, Broadvoice, Ring Central, NEC, Polycom
• Experience with remote connection software and RMM.
• Overseeing and implementing a large scale project alone or with the assistance of team members, delegating tasks where necessary, showing responsibility for the quality of the end product and timeline of delivery.
• Multiple certifications in applicable technologies or equivalent. Practical experience in relevant projects and a demonstrable track record of implementation will be accepted in place of certifications.

Benefits

• Mileage reimbursement at the current IRS reimbursement rate
• Health/Gym Membership reimbursement up to $25.00 per month.
• Company Paid Time Off (PTO/UTO).
• Company Wellness Program and Initiatives.
• Company paid Health insurance plan (POS Copay or HSA).
• Company paid Dental insurance plan.
• Company paid Vision insurance plan.
• Company paid Employee Assistance Program.
• Company paid Accidental Death & Dismemberment Insurance.
• Company paid Short-Term and Long Term Disability Insurance.
• Company paid Life Insurance Policy.
• Company Retirement package is 401k.
• Company paid Technical training when available and approved by management.
• Company paid Technical certification vouchers are provided for Microsoft, VMware, Cisco, and Juniper certification exams approved by management.
• Company paid Costco Corporate Membership.
• Quarterly Bonus Structure based on job performance.
• Employee of the Quarter program with Bonus.
• Casual Friday Dress Code.
• Pet Friendly Office.
• Work from home opportunities.
• Monthly and Quarterly company paid socials and events.