IT Support II

Description

The Technical Support Specialist II provides advanced technical support across endpoint devices, enterprise applications, network connectivity, and user-access environments. This role serves as an escalation point for Tier I issues, supports onboarding/offboarding technology processes, and delivers high-quality end-user service, including executive-level (VIP) support. The position requires strong troubleshooting capabilities, incident management experience, and the ability to work independently while collaborating across cybersecurity, infrastructure, and application teams.

• Provide Tier II technical support, resolving escalated hardware, software, POS, and application-related issues.
• Administer and support Microsoft 365 / Office 365 environments, including account management, licensing, and troubleshooting.
• Troubleshoot endpoint devices, printers, POS systems, audio/visual equipment, and conferencing technology.
• Provide remote support using tools such as Splashtop or Ninja One.
• Support laptop imaging, deployment, hardware repairs, and operating system configuration.
• Perform basic network troubleshooting for connectivity, printer, and access-related issues, escalating as needed.

• Manage and document service requests and incidents within the ticketing system, ensuring accurate tracking and timely resolution.
• Respond to cybersecurity-related incidents and coordinate with appropriate internal teams to support containment and resolution.
• Assist with employee onboarding and offboarding processes, including account provisioning, access management, and device preparation.
• Maintain IT documentation, knowledge base articles, and operational procedures to support team efficiency.
• Participate in rotational on-call support for critical after-hours technical needs.

• Deliver high-touch support for executive and VIP users requiring priority service.
• Provide phone, remote, and in-person technical assistance with a strong customer-service orientation.
• Collaborate with infrastructure, cybersecurity, network, and vendor support teams to resolve cross-functional technical issues.
• Support conference room technology and large meeting setups as needed.

• 3+ years of technical support, help desk, or IT support experience.
• Hands‑on experience supporting Microsoft 365 / Office 365 environments.
• Experience troubleshooting endpoint devices, printers, and enterprise applications.
• Familiarity with ticketing systems and incident management workflows.
• Working knowledge of basic networking concepts (TCP/IP, connectivity troubleshooting).
• Strong written and verbal communication skills and the ability to work independently.

• Experience supporting retail or Point‑of‑Sale (POS) environments.
• Familiarity with remote support tools such as Splashtop or Ninja One.
• Experience with Halo or similar ticketing platforms.
• Experience supporting Dell Latitude, Microsoft Surface, and Apple macOS devices.
• Exposure to cybersecurity incident response processes.
• Experience delivering executive/VIP technical support.