IT Support Specialist; Level 2 – Newport, Bedford

IT Support Specialist (Level
2) – Newport, New Bedford

The primary role and responsibility of this position is serving as a senior technical resource and escalation point within the IT team, delivering advanced user support and administering Microsoft Windows & 365 environments across our Newport, RI and New Bedford, MA offices within an ITIL/ITSM-driven service model. Occasional (monthly) travel to Providence, RI may be required as well as remotely supporting other offices.

Key Responsibilities

• Serve as the escalation point for Level 1 tickets, resolving complex technical issues while maintaining SLA targets and minimizing end-user disruption.
• Mentor and guide Level 1 technicians, providing coaching, knowledge transfer, and quality review of ticket documentation and resolutions.
• Document all tickets with thorough notes, root cause analysis, resolution steps, and user communication; contribute to and maintain the internal knowledge base.
• Provide remote and onsite user support across Newport, RI and New Bedford, MA offices, with occasional travel to Providence, RI, delivering consistent white-glove service at all locations.
• Administer, troubleshoot, and optimize Windows, Office, and Microsoft 365 environments, including advanced configuration, policy management, and integrations.
• Lead computer deployments, imaging, and configuration, and perform advanced hardware/software diagnostics and repairs.
• Perform quality checks and enforce standards at every step with a high attention to detail; identify process improvement opportunities and bring forward recommendations.
• Administer user accounts, groups, permissions, and security policies across Active Directory, Azure AD/Entra , and Microsoft 365.
• Support and manage VOIP systems and mobile device management (MDM) platforms for iOS and Android.
• Maintain and audit hardware/software asset inventory; assist with procurement and lifecycle management.
• Participate in an after-hours on-call rotation and travel between Newport, RI and New Bedford, MA on a regular basis, with occasional travel to Providence, RI.
• Assist with infrastructure projects including network maintenance, enterprise support, and systems upgrades under the direction of senior engineering staff.
• Work with urgency, priority, and a sense of pride; proactively identify and resolve issues before they impact end users.
• Maintain a strong understanding of the organization’s mission and the priorities of others, aligning IT support with business objectives.

Required

• 5+ years of Service Desk or IT Support experience, with at least 2 years in a senior or escalation-level role (must have).
• Demonstrated ability to resolve complex, multi-system issues independently and serve as a reliable escalation resource for junior staff.
• Deep, hands‑on expertise administering Microsoft 365 environments as a full administrator with no knowledge gaps, including Exchange Online, Teams, SharePoint, Intune, Autopilot, and Entra .
• Strong working knowledge of Active Directory, Group Policy, DNS, DHCP, and core networking concepts (TCP/IP, VLANs, etc.) to troubleshoot and remediate network issues.
• Strict adherence to ITIL/ITSM best practices, with a consistent record of SLA compliance and thorough ticket ownership.
• Grounded understanding and experience in security‑first principles and best practices.
• Excellent documentation, communication, and customer service skills; comfortable interfacing with end users of all technical levels as well as senior business or attorney leadership.
• Valid driver’s license and reliable, personally financed transportation, required for travel between Newport, RI, New Bedford, MA, and occasional (monthly) trips to Providence, RI.

Preferred

• Current and relevant certifications such as Microsoft 365 (MS-900, MS-102), CompTIA Network+, Security+, or equivalent.
• Experience with endpoint management platforms such as Microsoft Intune, SCCM, or similar MDM/UEM solutions.
• Familiarity with basic network infrastructure support (managed switches, firewalls, wireless access points).
• Experience with Net Documents or other legal‑industry cloud document management platforms.
• Prior experience supporting multi‑site environments or working across geographically distributed offices.