IT Support Specialist

AME is a Managed Service Provider (MSP) focused on delivering excellent client experiences through reliable support, smart processes, and continual improvement. Our OSC Desktop team handles the issues that require deeper troubleshooting, strong judgment, and clear communication—especially when automation can’t fully complete the work.

The IT Support Specialist II plays a vital role in client support and satisfaction  this role, you’ll provide advanced technical support for complex desktop and application issues, take ownership of escalated tickets, and deliver exceptional customer service. Success requires strong technical expertise, great communication, sound prioritization, and a commitment to learning and improving how we work.

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• Collaborative and supportive work environment.
• Flexibility to work on a variety of interesting projects.

AME is a Managed Service Provider (MSP) focused on delivering excellent client experiences through reliable support, smart processes, and continual improvement. Our OSC Desktop team handles the issues that require deeper troubleshooting, strong judgment, and clear communication—especially when automation can’t fully complete the work.

The IT Support Specialist II plays a vital role in client support and satisfaction  this role, you’ll provide advanced technical support for complex desktop and application issues, take ownership of escalated tickets, and deliver exceptional customer service. Success requires strong technical expertise, great communication, sound prioritization, and a commitment to learning and improving how we work.

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• Collaborative and supportive work environment.
• Flexibility to work on a variety of interesting projects.

• Resolve advanced desktop and application issues (performance problems, application conflicts, registry-level troubleshooting)
• Take over tickets escalated from AI/automation systems when automated tools can’t complete the request successfully
• Administer Microsoft 365 environments (Exchange Online, SharePoint permissions, security groups, conditional access policies)
• Perform Active Directory tasks (user/group management, GPO troubleshooting, basic modifications)
• Support macOS environments, including troubleshooting and basic Jamf/MDM administration
• Troubleshoot network-related issues (VPN connectivity, DNS/DHCP problems, basic network diagnostics)
• Implement and support backup/recovery solutions, including file/folder restores from client backup systems
• Identify and respond to security issues (phishing attempts, malware removal, MFA implementation)
• Manage software installations, deployments, and licensing issues
• Perform hardware diagnostics and coordinate replacements or on‑site support when needed
• Document all work in the service desk system (clear resolution notes, next steps, and time entries)
• Create and maintain client‑specific SOPs; contribute to ongoing process improvements
• Mentor Level 1 technicians through shadowing, ticket reviews, and hands‑on training
• Collaborate with specialized teams (server, network, security) for escalations and complex issues
• Participate in client onboarding and migration/projects as needed

• Resolve tickets requiring human judgment Handle advanced troubleshooting and nuanced decision‑making that automation can’t complete.
• Create and maintain client‑specific SOPs Document unique client environments and repeatable solutions to improve consistency and support future automation.
• Deliver personalized support to complex client needs Step in when…