IT Support Specialist II

COG Research Foundation, LLC (Research Foundation) is a California 501(c)(3) entity founded in 2024 to serve as a fiscal sponsor to support research programs by providing legal, fiduciary, and administrative oversight for the program. The Research Foundation serves as the fiscal sponsor for the Children’s Oncology Group (COG).

COG, a member of the National Cancer Institute (NCI) National Clinical Trials Network (NCTN), is the world’s largest organization devoted exclusively to childhood and adolescent cancer research. COG unites over 13,500 experts in childhood cancer at more than 220 leading children’s hospitals, universities, and cancer centers across the United States, Canada, Australia, New Zealand, and Saudi Arabia to conduct more than 50 active clinical trials, with approximately 9,500 participants registered each year in the fight against childhood cancer.

All staff are employed through the Research Foundation. This role will be in service to the Research Foundation.

The IT Support Specialist II is responsible for delivering exceptional technical support and customer service. As a member of the IT Operations team, this position serves as the primary point of contact for end-user technology support, independently resolving the majority of end-user technical issues while enabling a secure, reliable, and productive digital workplace.

This position supports Microsoft 365 services, managed endpoint technologies, identity and access management, cloud-based business applications, collaboration platforms, and virtual desktop environments. Working closely with other members of IT Operations, the IT Support Specialist II maintains technology standards, improves the user experience, and escalates specialized infrastructure, networking, systems administration, and cybersecurity issues when appropriate.

This is a non-exempt and full-time position (40 hours per week).

The COG Research Foundation, LLC is a 100% remote employer, though some travel may be required. Employee must reside within the United States.

Full pay range for this position: $31.03 — $44.43 per hour. The typical hiring range for this position is from $31.03 (minimum) to $37.73 (midpoint) per hour. The starting pay is determined based on the candidate’s knowledge, skills, experience, as well as budget availability.

ESSENTIAL DUTIES AND RESPONSIBILITIES

End-User Services

• Serve as the primary point of contact for end-user technology support while delivering exceptional customer service.
• Receive, prioritize, troubleshoot, and resolve incidents and service requests submitted through the IT service management platform and other approved support channels.
• Independently diagnose and resolve the majority of day-to-day technology issues while maintaining ownership through successful resolution.
• Troubleshoot Microsoft Windows endpoints, Microsoft 365 applications, virtual desktop environments, endpoint devices, peripheral devices, remote connectivity, and approved business applications.
• Escalate infrastructure, networking, systems administration, cybersecurity, and application issues to the appropriate IT Operations team members while maintaining communication with the end user.
• Communicate technical information in a professional, user-friendly manner appropriate to the individual’s level of technical knowledge.
• Document incidents, troubleshooting activities, resolutions, and recommendations within the IT service management platform.
• Consistently meet established service levels while supporting a fully remote workforce.
• Promote a positive customer experience through professionalism, responsiveness, accountability, and effective follow-through.

Microsoft 365 & Cloud Services

• Provide technical support for Microsoft 365 applications and services,…