Serves as an escalation point for IT Support Specialist I by taking ownership of escalated issues, applying deeper troubleshooting and judgment, documenting user or business impact, and driving resolution whenever possible before escalating to the IT Support Site Lead, IT Operations, Engineering, or other teams. Knowledge, Skills, & Abilities: Strong understanding of endpoint systems, user environments, common business applications, peripherals, enterprise support tools, and basic identity/access concepts such as SSO, SAML, provisioning, password resets, and access workflows.