Tier 2 IT Support Specialist

Responsibilities

• Diagnose and resolve complex hardware, software, and network issues requiring deep technical expertise.
• Perform root-cause analysis to prevent recurring incidents.

• Manage and maintain user accounts, permissions, and security policies in Active Directory and Microsoft 365
  .
• Support and execute backup processes, disaster recovery procedures, and system restorations.

• Troubleshoot connectivity issues across VPNs, DNS, DHCP, VLANs, firewalls, WiFi access points, and switching infrastructure
  .
• Assist in configuring and optimizing network equipment to ensure reliable performance.

• Maintain detailed and accurate records of support requests, resolutions, and system changes.
• Contribute to the development of internal knowledge bases, SOPs, and continuous improvement initiatives.
• Support and mentor Tier 1 Help Desk staff by providing guidance and technical escalation assistance.
• Coordinate with third-party vendors, MSP partners, and Level 3 engineers to resolve advanced issues.

• Prioritize and manage ticket queues effectively, ensuring timely resolution of client issues.
• Potentially oversee daily help desk operations or act as a team lead to support workflow and team efficiency.

• 2-4 years of experience in IT support or help desk roles.
• Prior experience in a Managed Service Provider (MSP) environment is highly desirable.

• Strong knowledge of Windows/macOS
  , Microsoft 365
  , Active Directory
  , and Azure AD
  .
• Understanding of network protocols, firewall management, VPN technologies, DNS/DHCP, VLANs, and WiFi systems.
• Experience with RMM tools such as DATTO is essential.

• Excellent customer service and communication abilities in a fast-paced, client-facing environment.
• Strong problem-solving skills, attention to detail, and the ability to remain composed under pressure.

• Bachelors degree in Information Technology or a related field is a plus.
• Relevant certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified Professional (MCP) are preferred.

• Experience supporting dental industry applications
  , including imaging systems and practice management software, is a significant advantage.