IT Support Analyst

Job Description

Onsite in Muncie, Indiana 5 days a week. The Tier 2 Help Desk Support Specialist provides advanced technical support. This role involves troubleshooting hardware, software, and network problems, assisting with system configurations, and coordinating with Tier 3 or engineering teams when necessary. The specialist also documents solutions, updates knowledge bases, and ensures timely resolution to maintain high customer satisfaction.

• Respond to and resolve escalated tickets from Tier 1 support.
• Diagnose and troubleshoot complex hardware, software, and network issues.
• Perform remote and on-site support for users as needed.
• Collaborate with higher-tier teams for unresolved issues.
• Maintain accurate documentation and contribute to support knowledge bases.
• Provide mentorship and technical guidance to Tier 1 staff.

• 2+ years of IT support experience.
• Strong knowledge of Windows/macOS, Active Directory, networking, and common business applications.
• Excellent problem-solving and communication skills.
• Relevant certifications (e.g., CompTIA A+, Network+, or Microsoft certifications) preferred.

• Potential discretionary bonuses.
• Medical, dental, and vision benefits.
• 401(k) retirement plan.

Vaco by Highspring values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state, or local law.

Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact  Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.