Technical Support II

The IT Support Specialist II is responsible for implementing, administering, and supporting distributed systems, including end-user equipment, networking, Microsoft, and virtualized environments, while adhering to security best practices. The role involves providing level 1 & 2 technical support, handling technical challenges, and ensuring smooth operation of the organization's technology infrastructure. The ideal candidate combines strong technical skills with excellent customer service and a passion for continuous learning.

Requirements

Duties and Responsibilities

• Ticket Management: Assess, resolve Tier 1 & 2 issues efficiently, manage escalations, and improve service delivery through automation and knowledge base updates.
• Call Transfer Support: Assist with escalated incidents, VIP support, and manage incoming calls related to open tickets.
• Collaboration and Customer Service: Communicate effectively, provide updates, support team collaboration, and maintain professionalism under pressure.
• Documentation and Standards: Keep accurate documentation, follow SOPs, and contribute to knowledge base updates.
• Development and On-Call Rotation: Engage in ongoing training, career development, and provide after-hours support as part of the on-call rotation.

Qualifications

Education/Experience:

• 3-5 years in Help Desk or IT support environment.
• Experience with ticketing systems.
• Associate or bachelor’s degree preferred in related fields.

Skills and Competencies:

• Proficiency with Windows Server, virtualization (Hyper-V, VMware), Microsoft 365, Power Shell, AD, Entra , Azure IAAS, DNS, wireless networking, backup solutions, and scripting.
• Experience with macOS, disaster recovery, and troubleshooting mail flow issues.

Certifications (Preferred):

• Advanced certifications such as AZ-104, AZ-500, CCNP, CompTIA Server+, or CySA+ are desirable.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. The contractor will not discriminate against employees or applicants based on pay inquiries or disclosures, except as legally permitted.