IT Support Specialist II

Ten Cate Grass

Location:

Bay Shore, NY (Land Tek Group Office)

Department:
Information Technology | IT Service Desk - US

Reports to:

IT Service Desk Manager

Job Type: Full-Time

Position Summary:

The IT Support Specialist II serves as a key escalation point within Ten Cate Grass's IT support structure, bridging front-line support operations with the broader IT Infrastructure & Operations team. This role requires strong technical expertise, professional communication, and a service-first mindset. The position is responsible for resolving complex incidents, coordinating cross-functional solutions, and delivering responsive, high-touch support to executives and other designated VIP users across the organization.

• Receive, triage, and resolve escalated incidents and service requests that exceed first-line support capabilities.
• Diagnose complex hardware, software, network, and application issues across on-premises and cloud environments.
• Maintain ownership of escalated tickets through resolution, accepted handoff, or further escalation, while providing timely updates and meeting service-level agreement (SLA) targets.
• Provide structured feedback, coaching, and technical guidance to first-line support specialists to reduce repeat escalations and improve first-contact resolution.
• Document root-cause findings and resolution steps in the IT service management (ITSM) knowledge base to support continuous improvement.
• Prepare complete incident documentation for handoff or escalation, including symptoms, diagnostics performed, attempted workarounds, active hypotheses, business impact, affected users, and SLA status.

• Serve as a primary liaison between the Service Desk and the IT Infrastructure & Operations team for incident escalation and problem management.
• Collaborate with infrastructure engineers on network, server, identity and access management, and mobile device management issues affecting end users.
• Participate in change advisory processes to help assess and communicate end-user impacts before planned maintenance or system changes.
• Support the rollout and testing of new systems, software, and hardware by serving as a technical bridge between operations teams and end users.
• Identify recurring incidents that may indicate underlying infrastructure issues and elevate them appropriately.

• Serve as a dedicated point of contact for executives, senior leadership, and other designated VIP users.
• Provide responsive, discreet, and high-quality support, including on-site assistance when required.
• Proactively support device readiness, business travel needs, and audiovisual and conferencing setup for key meetings.
• Support executive meetings, board sessions, off-site meetings, and other business-critical events as required.
• Maintain strict confidentiality, professionalism, and awareness of business sensitivity in all interactions.

• Monitor Service Desk queues and assist with workload distribution during peak periods or first-line support staffing gaps.
• Create and maintain technical documentation, standard operating procedures, knowledge articles, and end-user guides.
• Support employee onboarding and offboarding, including account provisioning, device configuration, and access management.
• Analyze recurring incidents and service requests to help identify and resolve broader issues affecting multiple users.

• Associate's or bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• CompTIA A+, Network+, or Security+ certification preferred.
• ITIL Foundation certification preferred.
• Microsoft 365, Azure, or a comparable cloud-platform certification preferred.

• At least three years of experience in an IT support role, including a minimum of one year operating at a Tier 2 or equivalent level.
• Demonstrated experience resolving complex technical escalations in a structured ITSM environment.
• Experience supporting executives or other VIP users in a corporate environment strongly preferred.
• Experience coordinating with infrastructure,…