IT Support Specialist - Level 2; Portland
Job in
Portland, Multnomah County, Oregon, 97204, USA
Listed on 2026-05-30
Listing for:
Korn Ferry
Full Time
position Listed on 2026-05-30
Job specializations:
-
IT/Tech
IT Support, Systems Administrator, Technical Support, HelpDesk/Support
Job Description & How to Apply Below
The IT Support Specialist - Level 2 is responsible for providing advanced technical support to end-users across hardware, software, networking, and system issues. This role handles escalated support tickets and contributes to maintaining and improving IT systems. The Level 2 Specialist serves as a key escalation point between Level 1 support and senior technical staff or system administrators.
Key Responsibilities- Provide second-level technical support for hardware, software, and networking issues.
- Troubleshoot and resolve complex issues related to operating systems, application software, and network connectivity.
- Assist in maintaining IT documentation, including troubleshooting procedures, installation instructions, and user guides.
- Collaborate with IT team members to improve processes and enhance overall service quality.
- Assist with network troubleshooting, VPN support, and Wi-Fi connectivity issues.
- Support Microsoft 365 (Outlook, Teams, One Drive, SharePoint) and common business applications.
- Document resolutions and contribute to the internal knowledge base.
- Provide guidance and mentorship Level 1 and Help Desk teams.
- Stay updated with emerging technologies and advancements in IT support.
- Education: Associate's degree in Information Technology, Computer Science, or a related field;
Bachelor's degree preferred. - Experience: Minimum of 3 years of experience in IT support or a related technical role.
- Skills:
- Strong knowledge of Microsoft 365 Suite and Azure Services.
- Proficiency in Entra administration and troubleshooting.
- Experience with AWS cloud services, Identity Management, and Firewalls.
- Knowledge in network infrastructure (HP/Aruba, Cisco, Sonic Wall, Unifi).
- Excellent problem-solving and communication skills.
- Ability to work independently and in a team-oriented environment.
- IT certifications (e.g., CompTIA Security+ and Network+, Firewall Certifications, Microsoft certified, CCNA, AWS Certified, Sonic
WALL Network Security Administrator, Jamf). - Proficient with remote support tools and systems.
- Average time taken to resolve support tickets
- Cross-Functional Collaboration
- Participation in cross-team meetings, design sessions, or integration efforts
- User Satisfaction Score (CSAT)
- Measured via post-resolution surveys
- Contributions to onboarding, documentation, or internal training
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