IT Support Specialist

The Level 2 IT Support Specialist serves as the primary escalation point for the Level 1 Helpdesk, resolving more complex desktop, endpoint, and network connectivity issues while escalating deeper infrastructure, server, or systems-level problems to the Level 3 team. This role owns the end-to-end PC lifecycle - imaging, deployment, and new hire setup - and provides specialized support for OEM and CAD/engineering software used across the business.

The ideal candidate is a hands‑on troubleshooter who is comfortable working independently, documenting solutions, and communicating clearly with end users of varying technical skill levels.

• Serve as the Tier 2 escalation point for issues that exceed Level 1 Helpdesk scope
• Triage, diagnose, and resolve tickets within defined SLAs; elevate unresolved or infrastructure-level issues to Level 3 with clear documentation of steps already taken
• Maintain accurate, detailed ticket records (root cause, resolution steps, follow‑up actions) in the IT service management platform

• Provide desktop/laptop hardware and software support for end users, including diagnosis of performance, boot, driver, and peripheral issues
• Image, configure, and deploy new and replacement PCs using standard corporate images and deployment tools
• Install, configure, and troubleshoot OEM software and hardware‑specific utilities from PC/laptop manufacturers (e.g., Dell, HP, Lenovo)
• Install, configure, and support CAD or other specialized engineering/design software, including license activation, plugin/add‑in issues, and performance tuning for graphics‑intensive workloads

• Troubleshoot endpoint network connectivity issues across wired (Ethernet) and wireless (Wi‑Fi) connections
• Diagnose IP addressing, DNS, DHCP, VPN, and authentication‑related connectivity problems at the endpoint level
• Coordinate with Level 3/network team on switch port, wireless controller, or infrastructure‑level issues that fall outside endpoint scope

• Prepare and image PCs for new hires according to role‑based standard software builds
• Install and configure required business applications, OEM utilities, and CAD/engineering software as applicable to the new hire's role
• Set up accounts, profiles, and endpoint security/compliance agents in coordination with IT security and helpdesk teams
• Ensure new hire equipment is tested and ready prior to start date

• Create and maintain knowledge base articles and runbooks for common Level 2 issues to improve Level 1 self‑sufficiency
• Participate reoccurring IT team meetings and status reports
• Identify recurring issues and recommend process, imaging, or configuration improvements
• Assist with maintaining accurate hardware/software asset inventory

• Must have a High School Diploma or equivalent;
  Bachelor's degree preferred
• 2-4 years of experience in a Level 1/Level 2 IT support or desktop support role
• Strong working knowledge of Windows 11 desktop operating systems
• Experience imaging and deploying PCs (e.g., via SCCM or similar tools)
• Experience troubleshooting wired and wireless endpoint connectivity (TCP/IP basics, DNS, DHCP, Wi‑Fi authentication)
• Experience supporting OEM hardware/software utilities (Dell Command, Lenovo Vantage, or similar)
• Familiarity with installing, licensing, and troubleshooting CAD or other specialized engineering/design applications
• Experience with Active Directory / Microsoft Entra  and device management
• Strong customer service orientation and ability to communicate technical concepts to non‑technical users
• Ability to prioritize and manage multiple tickets/requests simultaneously
• Must live in Portland metro area. We are unable to provide relocation expenses
• Must be legally authorized to work in the United States. Sponsorship will not be provided for this position

• Experience in an industrial, manufacturing, or engineering‑driven business environment
• Familiarity with Microsoft 365 administration (Exchange Online, Teams, One Drive/SharePoint)
• Exposure to endpoint security tooling…