Systems Specialist II

Overview

The Systems Specialist II plays a critical leadership role in overseeing both day-to-day technical support operations and the health of the organization’s IT infrastructure. This position is responsible for managing the Helpdesk team, handling escalated support issues, maintaining and upgrading server and application environments, and ensuring optimal IT service delivery across all departments. The ideal candidate will bring deep technical experience, strong problem-solving skills, and proven leadership in managing both people and systems in a dynamic, customer-focused environment.

• Oversee day-to-day Helpdesk operations: phone, email, ticket triage, escalation, and resolution.
• Mentor helpdesk technicians and manage escalated issues.
• Create and maintain documentation: end-user guides, FAQs, process workflows.

• Deploy, maintain, and update server and application infrastructure.
• Monitor logs and alerts; preemptively replace hardware to prevent failures.
• Validate and test backups; manage anti-spam, email systems, and application issues.
• Execute user account management: creation, updates, password resets, license management.

• Provide after-hours and weekend support on a rotating schedule.
• One week per rotation may be performed remotely.
• Travel to additional sites as needed.
• Perform other IT-related operational tasks as assigned.

• 4+ years supporting server infrastructure and 2+ years supporting networking.
• Strong customer service orientation (phone/email).
• Proficiency with incident and problem management.
• Certifications:
  
  CompTIA A+, Net+, Security+, and current Microsoft/Azure certifications.
• Excellent communication, independent working ability, and team collaboration.
• Valid driver’s license and reliable vehicle.

• Sit, stand, or walk for extended periods.
• Use hands and fingers to operate computer hardware and office equipment.
• Reach, bend, kneel, or crouch to access IT equipment and cabling.
• Lift and carry up to 50 lbs (e.g., servers, hardware).
• Enter confined areas such as server closets and network rooms.

GROUP HEALTH INSURANCE:
After a 30-day waiting period, full-time employees (who work at least 30 hours per week) and their dependents are eligible to enroll in health benefits utilizing the Cigna network. Health options include a choice of 2 PPO plans or a High Deductible Health Plan with employer contributions to a Health Savings Account (HSA). In addition, Dental benefits are available as well as a Vision PPO plan utilizing the Eye Med network.

Proven also offers voluntary worksite benefits including critical illness, hospital indemnity, accident coverage, short-term disability insurance, supplemental life and pet insurance. Additional offerings include an employee discount program, home and auto insurance services and commuter/transit FSA.

EMPLOYER PROVIDED LIFE/AD&D INSURANCE:
After a 30-day waiting period, Proven IT provides a flat $25,000 Life Insurance benefit, administered by Blue Cross Blue Shield, to all full-time employees (who work at least 30 hours per week). Accidental Death & Dismemberment (AD&D) benefit payments are determined based on the type of loss incurred and are payable up to the full Life Insurance benefit amount. Life and AD&D Insurance coverage amounts are reduced at ages 65, 70 and 75.

EMPLOYER PROVIDED LTD:
Long-Term Disability (LTD) insurance is an employer-provided benefit and provides protection from loss of income in the event that an employee is unable to work due to illness, injury, or accident for a long period of time. The elimination period is 90-days, and the maximum benefit is 60% of covered payroll up to $6,000/month. This benefit is paid entirely by Proven IT and has no cost to the employee.

EMPLOYEE ASSISTANCE PROGRAM:
All employees may utilize the Disability Resource Services through Blue Cross Blue Shield of Illinois to assist themselves and their immediate family with convenient resources to help address emotional, legal and financial issues. Telephonic counseling and web-based services are available as well as a limited number of…