IT Support Specialist II, Manufacturing Intelligence Business Area

Summary

Job Title - IT Support Specialist II, Manufacturing Intelligence Business Area
Location - North Kingstown, RI – Onsite

Provides support to end users for basic computer, application, system, device, access, and hardware issues. Identifies, researches, and resolves routine technical issues of moderate complexity. Responds to email, walk-ups, and online ticket requests for technical support. Documents, tracks, and monitors the issue using applicable systems and tools. Will coordinate with other teams or departments to resolve user issues.

• Provide Level 1 and advanced Level 2 technical support by handling and resolving complex issues across desktops, laptops, mobile devices, & enterprise applications.
• Perform in-depth troubleshooting and root cause analysis across operating systems, software, network connectivity, identity/access, and endpoint management.
• Take full ownership of incidents and service requests from escalation through resolution, ensuring timely updates, clear communication, and strict adherence to defined Service Level Agreements (SLAs).
• Monitor and manage assigned ticket queues to ensure SLA compliance for response and resolution times, proactively preventing breaches.
• Act as an escalation point for recurring or high-impact issues, identifying trends and implementing corrective and preventative actions to reduce incident volume.
• Maintain high-quality ticket documentation, ensuring all troubleshooting steps, resolutions, and user communications are clearly recorded to support auditability and knowledge sharing.
• Support and administer Microsoft Entra  (Azure AD), Endpoint Manager (Intune), and Microsoft 365, including user lifecycle management, access control, device compliance, and policy enforcement.
• Collaborate with Level 3 teams (infrastructure, endpoint, security, networking, applications) to resolve complex issues while maintaining accountability for end-user communication and service experience.
• Contribute to problem management processes by identifying root causes, documenting known errors, and implementing permanent fixes where possible.

• Utilize ITSM tools (e.g., Service Now) to effectively log, categorize, prioritize, and resolve incidents and service requests in alignment with SLA targets and support KPIs.
• Deploy, configure, and maintain end-user devices, including system imaging, software deployment, patching, and lifecycle management.
• Execute onboarding and offboarding processes, ensuring timely provisioning/deprovisioning of access, proper device setup, and user training.
• Proactively monitor system health and endpoint performance, identifying and resolving issues before they impact end users.
• Maintain and manage IT asset inventory with accuracy, ensuring compliance with asset lifecycle, security, and audit requirements.
• Develop and maintain technical documentation, knowledge base articles, and standard operating procedures to improve resolution rates and overall team efficiency.
• Provide guidance and mentorship to Level 1 support staff, improving ticket quality, troubleshooting capability, and adherence to support processes.
• Identify opportunities for automation, process improvement, and service enhancement to drive operational efficiency.
• Stay current with emerging technologies, endpoint management strategies, and security practices.

• Associate’s degree in Computer Science, Information Technology, or a related field, or an equivalent combination of education and relevant work experience.
• 3–5 years of experience in IT support, with a strong emphasis on Level 2 support, troubleshooting, and end‑user services in a corporate or enterprise environment.
• Demonstrated experience supporting Microsoft environments, endpoint management tools (e.g., Intune), and user identity platforms (e.g., Entra /Azure AD).
• Experience working in SLA‑driven support environments, with accountability for ticket quality, response times, and customer satisfaction.
• Familiarity with IT service management frameworks (e.g., ITIL) and tools such as Service Now is considered an asset.
• Experience in manufacturing or…