We’re Hiring IT Support Specialist II (Tier 2)

Job Brief:The IT Support Specialist II is a mid-level Service Desk and End User Computing professional responsible for resolving complex end-user incidents and service requests after initial triage. The role provides remote and on-site support for employees across locations, keeps endpoints, identity services, collaboration tools, and business applications reliable and secure, and delivers clear communication, accurate documentation, and timelyResponsibilities:Own Tier 2 incidents and service requests from assignment through closure, including work notes, user updates, resolution details, and accurate categorization in the ITSM platform.- Troubleshoot Windows and macOS endpoints, VPN, Wi-Fi, printing, browsers, peripherals, conference room/AV equipment, and common productivity or business applications.- Provide rotational remote and on-site coverage, including new-hire setup, Day 1 readiness, workstation refreshes, hardware swaps, vendor coordination, and logistics support.- Perform approved identity and access tasks such as account lifecycle corrections, group membership updates, SSO/MFA troubleshooting, mailbox or calendar permission changes, and access issue resolution.- Support standard IT platforms including ITSM, endpoint management, directory services, identity provider, email/collaboration suites, video conferencing, telephony, email security, and device management tools.- Partner with Tier 1, Tier 3, security, engineering, facilities, and vendors; escalate with complete impact, history, logs or screenshots, and recommended next steps.- Maintain and improve knowledge base articles, SOPs, runbooks, and training material; identify automation and workflow improvements that reduce repeat manual workRequirements:REQUIRED QUALIFICATIONS- 3-5+ years of hands-on IT support experience in an enterprise or multi-site environment, including 2+ years in a Tier 2/L2 service desk or deskside role.- Experience using an ITSM platform such as ServiceNow or equivalent for incidents, requests, tasks, queues, SLAs, and reporting.- Strong troubleshooting across Windows 10/11, macOS, VPN, Wi-Fi, DNS, browsers, device encryption, printers, peripherals, and common SaaS/business applications.- Practical identity and access experience with an IdP, Microsoft Entra ID/Azure AD, Active Directory, Google Workspace, or similar platforms.- Working knowledge of Microsoft 365, Exchange/Outlook, endpoint management, mobile/device management, video conferencing, and collaboration tools.- Comfortable working shift patterns, regional office coverage, and periodic after-hours or hotline rotations as scheduled.- Clear written and verbal communication skills, with the ability to explain technical issues to non-technical users and document work accurately. PREFERRED QUALIFICATIONS- Experience supporting multiple regions and time zones in a high-volume, metrics-driven service desk.- Exposure to Intune, Jamf, Kandji, or similar endpoint management tools.- Familiarity with PowerShell, scripting, reporting, or lightweight automation for routine administration.- Experience creating or improving KB articles, SOPs, checklists, and repeatable support processes.Key Points: Customer focus and ownership: takes responsibility for issues, communicates proactively, and drives work to closure.- Technical depth at Tier 2: resolves most endpoint, access, collaboration, and application issues independently while recognizing when deeper expertise is needed.- Collaboration and escalation quality: works effectively with support tiers, partner teams, and vendors; escalates with complete context and clear problem statements.- Documentation and process discipline: creates concise ticket notes, follows SOPs, contributes reusable knowledge, and simplifies complex guidance for peers and users.- Performance indicators: healthy ticket throughput, on-time SLA performance, strong CSAT, low rework, high-quality escalations, and regular knowledge or automation contributions.