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