Specialist IT Support II

Responsibilities

• Provide frontline technical support to internal customers, including hardware troubleshooting, maintenance, and issue resolution.
• Maintain user account integrity and workstation security standards in compliance with external audit requirements (SOX, PCI, SOC
  2) and internal company controls.
• Coordinate with cross-functional teams to facilitate employee onboarding and off‑boarding activities, ensuring timely access provisioning and equipment management.
• Utilize enterprise technologies to image, configure, deploy, manage, and track employee workstations throughout the organization.
• Maintain and continuously improve the IT knowledge base by creating new documentation, updating existing content, and archiving outdated materials.
• Analyze support ticket and service request trends to identify recurring issues and broader environmental concerns, escalating findings to management as appropriate.
• Collaborate with employees and third‑party vendors to provide advanced technical support and issue resolution.
• Participate in an on‑call support rotation to assist internal customers outside of regular business hours.
• Manage the physical inventory and location of employee technology assets, including support for major office and facility relocations.
• Maintain local conference room technology, configurations, and provide emergency support when required.
• Partner with cross‑functional teams on information technology and infrastructure initiatives and projects.
• Process and manage IT‑related purchase requests in accordance with company procedures.
• Plan, coordinate, and provide IT support for both internal company events and customer‑facing events.
• Perform other duties and responsibilities as assigned.

Education & Experience:

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field required; equivalent combination of education and relevant work experience will be considered.
• 2–5 years of experience in an IT support or technical support role within a fast‑paced environment.
• Experience providing technical support to both on‑site and remote users.
• Proven ability to work independently, prioritize tasks, and apply strong analytical and problem‑solving skills.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non‑technical audiences.
• Strong customer service orientation with experience resolving user issues through phone, remote, and in‑person support.

Technical Skills & Knowledge:

• Advanced troubleshooting skills with Microsoft Office applications and other business software.
• Strong knowledge of Windows operating systems and desktop computing environments.
• Experience diagnosing and resolving hardware, software, and system‑related issues.
• Ability to quickly learn, retain, and apply new technical concepts and technologies.
• Demonstrated capability to adapt to evolving technologies and implement new processes and best practices.
• Working knowledge of Windows Command Line Interface (CLI) tools and their use in troubleshooting, system administration, and support activities.
• Strong attention to detail and commitment to delivering high‑quality customer support.
• Ability to manage multiple priorities while maintaining responsiveness and professionalism.
• Collaborative team player with a proactive approach to identifying and resolving technical issues.

Work Hours:

This is a full‑time position requiring 40+ hours per week. Flexibility to work overtime, including evenings, weekends, and holidays, is required based on business needs.

Physical and Mental Requirements:

• Must be comfortable working for extended periods in a cubicle or workspace with limited space.
• Must be able to remain seated at a computer terminal for extended periods of time.
• Requires frequent and repetitive use of a keyboard, mouse, and telephone.
• Must be able to work at the assigned location to support direct communication and interaction with team members, management, and others as needed, unless traveling for a business‑related purpose.
• Requires bending, reaching, twisting, squatting, and occasional lifting of up to 30 pounds.
• Must be able to work effectively and…