IT Support Specialist II

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Full Time Technical Westlake, TX, US

3 days ago Requisition

Salary Range: $25.67 To $30.00 Hourly

The IT Support Specialist II is the first point of contact for employee technology needs. Responsible for documenting, troubleshooting, and resolving all support requests for company supported hardware, services, and applications. The position will provide onsite support for our Westlake and Irving offices and remote support to remote employees.

• Courteously and expeditiously respond to all service desk incidents and support requests (Tier 1 and Tier
  2) via phone, email, chat, and in person, providing excellent customer service to all users
• Log, categorize, prioritize, and resolve all support requests including computers, applications, mobile devices, printers, and peripherals
• Escalate recurring and widespread issues to IT Leadership
• Install, configure, troubleshoot, and maintain computer systems and cloud services, including setup and deployment of new hardware and software
• Support network connectivity, VPN, Wi-Fi, and basic network troubleshooting; investigate network operations alerts and respond as necessary
• Apply patches, updates, and security configurations in line with company policy

• Manage user accounts, permissions, and access in Azure/Active Directory (Microsoft Entra ), Microsoft 365, and other business applications
• Perform new hire onboarding and terminations, including equipment, as requested and approved based on defined procedures, ensuring a pleasant experience for all involved
• Assist with security practices such as MFA enrollment and password resets, and report suspicious activity

• Create and maintain knowledge base articles and user guides for user self-troubleshooting
• Maintain an accurate IT asset inventory
• Prepare technical documentation that provides easy-to-read, step-by-step instructions
• Participate in the content creation and delivery of technical training as needed
• Participate in the selection of hardware standardizations and application deployments; evaluate the compatibility of proposed solutions with existing hardware and services, and analyze vendor-supplied solutions to ensure they meet user objectives

• Contribute to IT projects such as migrations, rollouts, and upgrades
• Maintain professional and technical knowledge by attending workshops, reviewing professional publications, and establishing personal networks

• Occasional after-hours support for maintenance windows, urgent issues or projects assigned by IT management as needed

• Associate’s degree in information technology, Computer Science, or a related field, or equivalent hands‑on technical experience
• 4+ years of experience working in a dynamic service desk or desktop support environment
• Microsoft 365 or Azure certification (e.g., MD-102, AZ-900, AZ-104, SC-900) and/or ITIL Foundation certification
• Extensive experience in application, hardware, and network troubleshooting, including familiarity with TCP/IP, DNS, DHCP, and basic networking concepts
• Experience using ticketing systems (e.g., Service Now, Jira Service Management, Zendesk)
• Strong knowledge of Windows and macOS platforms
• Experience with quality control testing on new solutions
• Clear and patient written and verbal communication with strong attention to detail, able to explain technical issues to non-technical users
• Professional, empathetic, and reliable, with the ability to build strong working relationships with employees, vendors, and leaders at all levels
• Resourceful self-starter who works independently, manages time well, and prioritizes multiple requests in a fast-paced environment
• Discretion when handling confidential information

• CompTIA A+, Network+, or Security+ certification
• Experience with MDM tools (e.g., Intune, Jamf) and remote support tools
• Basic scripting skills (e.g., Power Shell)
• Experience supporting remote and onsite work forces