L2 IT Support Specialist

Work Location

Orlando FL, Mon-Fri 8am
-5pm. Travel is required...one day per week to Tampa, Zephyrhills and Lakeland for 6 months and then transition to bi-weekly

The L2 IT Support Specialist is essential to providing timely, skilled, and professional technology support across all locations. Serving as a primary contact for Tier 2 issues, this role ensures endpoints, applications, and access systems remain operational, secure, and aligned with standards. It’s a hands-on, customer-facing position suited for someone who excels at problem-solving, values thorough documentation, and is dedicated to delivering a smooth, reliable support experience for every user.

• Resolve Tier 2 technical issues across hardware, software, and Microsoft 365 tools (Outlook, Teams, SharePoint, etc.).
• Troubleshoot and resolve access, performance, and device-related issues across Windows laptops, desktops, and mobile devices.
• Configure, deploy, and manage user devices in alignment with Intune policies, security standards, and asset tracking procedures
• Provide on-site support for the assigned primary location and deliver remote support for all other locations, with occasional travel for projects, rollouts, or escalations.

• Execute onboarding/offboarding processes: user accounts, hardware setup, mailbox access, and permissions.
• Manage Entra  (Azure AD) group memberships and access to Teams, SharePoint, and other systems.
• Ensure all tasks are completed accurately and documented in the knowledge base.
• Leverage automation and standardized checklists to ensure consistent, compliant onboarding and offboarding.
• Escalate advanced issues to the IT leadership or MSP with full context and documented steps taken.
• Partner with vendors to identify, implement, and support effective solutions.
• Support small IT initiatives such as office tech refreshes, moves, and rollout efforts.
• Collaborate with fellow IT team members, regional IT leads, and MSP partners to deliver seamless service and maintain a unified technology experience across all regions.

• Apply device and access policies through tools such as Intune and Microsoft Defender.
• Monitor endpoint compliance and remediate issues like outdated patches or encryption gaps.
• Assist in cybersecurity awareness campaigns, phishing simulations, and training programs.
• Promptly report and remediate any security incidents in line with IT incident response procedures.

• Maintain detailed records in the ITSM platform (e.g., Fresh service), including tickets, fixes, asset inventory, and support notes.
• Contribute to internal SOPs and knowledge base documentation.
• Identify recurring problems and propose solutions to reduce ticket volume and manual effort.

• Associate or Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
• 4-5 years of experience in an IT support or helpdesk role, preferably in a multi-site or field-based organization

• Strong working knowledge of Microsoft 365, Windows 10/11, and basic networking.
• Experience with tools like Intune, Entra , Microsoft Defender, and endpoint imaging is a plus.
• Familiarity with IT ticketing systems and asset management practices.

• Strong communicator who provides clear updates, avoids technical jargon, and ensures follow-through.
• Self-motivated and organized, able to prioritize and meet deadlines.
• Problem-solver who investigates thoroughly, learns from each case, and documents resolutions.
• Customer-focused mindset with a desire to support and elevate the user experience.
• Demonstrates the values by fostering trust, consistency, and collaboration across all locations.

• Support issues are resolved efficiently, communicated clearly, and logged accurately.
• New hires are equipped and ready to go on Day One, with the right tools, access, and support.
• Devices across the organization remain secure and compliant.
• Employees view IT as a reliable, consistent partner that enables their success.