IT Specialist II

IT Specialist II, IT Service Delivery

Reports to: Senior Manager, IT Service Delivery

Compensation: $75K/yr with Bonus Potential

FLSA Status: Full time

The IT Specialist II ensures proper computer, software, and network operation so that end users can accomplish appropriate business tasks for all business units.
In addition, the role assists customers by taking service desk calls on a shift basis and provides support, training, and access management as needed.
It also involves building, deploying, maintaining, and tracking all IT equipment, and developing strategies and plans to create technology solutions aligned with business operations.
Strong interpersonal and communication skills, both oral and written, are essential for articulating ideas to technical and non‑technical audiences.

• New user equipment and account setup, including deployment and license management.
• Train end users in the use of equipment and software.
• Actively diagnose and respond to support tickets, incoming calls, emails, and walk‑up requests; track and monitor problems to ensure timely resolution and follow‑up.
• Provide both in‑person support and support for remote workers.
• Support Apple products such as Mac Book, iPad, and iPhone.
• Support Microsoft products such as Windows, Office, Office 365, and other cloud‑based applications, and support various vendor applications as needed.
• Support Apple hardware and software to diagnose and resolve issues with desktops, laptops, portable Macintosh systems, and mobile devices.
• Configure and support iPhone and iPad devices.
• Assist staff by providing audio/video conference support for presentations and meetings.
• Provide direct support of cyber security practices, maintaining anti‑malware, threat management, vulnerability management and anti‑phishing technologies.
• Interact with vendors to facilitate repairs of hardware, e.g., printers and laptops.
• Manage inventory of hardware and software assets.
• Support development and implementation of new computer projects and new hardware installations as well as software rollouts.
• Perform system administration for various enterprise tools and platforms.
• Perform hardware and software system configuration, maintenance, and upgrades.
• Manage projects of moderate scope, such as design and implementation, system migrations, and MDM deployments.
• Evaluate products and IT processes and then recommend changes.
• Document IT processes, workflows, and produce system documentation as needed.
• Occasional travel to branch office locations may be required.

• Minimum 2 years of experience in an IT services support role.
• Associate degree preferred.
• MacOS experience required.
• iOS experience preferred.
• InTune experience preferred.
• Microsoft (MCP) Certification and/or ITIL (fundamentals level) preferred.
• Familiarity with Power Shell required.
• Office 365 administration preferred.
• Azure and Windows Server experience preferred.
• MSP experience preferred.
• Knowledge of TCP/IP – LAN, WAN, wLAN, and vLAN technologies.
• Knowledge of MS Active Directory infrastructure.
• Familiarity with IP Telephony and cell phone technology.
• Excellent analytic and problem‑solving skills.
• Capable of working independently with minimal supervision.

Language

Skills:

Read and comprehend simple instructions, short correspondence, and memos. Write correspondence. Present information effectively in one‑on‑one and small group situations to customers, clients, and other organization employees.

Operating

Skills:

Discern between and prioritize tasks to determine the best way to accomplish goals. Organize tasks to achieve results in a timely manner, often against strict deadlines. Simplify processes to maximize workflow.

Behavior

Skills:

Manage people and situations when conflicts arise. Seize opportunities with the drive to complete goals.

Reasoning Ability: Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Handle problems involving several concrete variables in standardized situations. Possess the mental stamina for problem‑solving and prioritizing multiple tasks.

Personal and Interpersonal

Skills:

Establish and grow relationships with…