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Level 2 IT Support Specialist
<p><strong>Position Summary</strong></p> <p>We are seeking a skilled and resourceful Level 2 IT Support Specialist to provide advanced technical assistance and serve as an escalation point for Level 1 support issues. This role involves diagnosing complex technical problems, maintaining IT infrastructure, and ensuring system reliability across hardware, software, and network environments. The ideal candidate demonstrates strong analytical skills, a collaborative mindset, and the ability to resolve issues efficiently while maintaining high user satisfaction.</p> <p><strong>Job Details</strong></p> <p>• Work Setup: Work from Home</p> <p>• Schedule: Monday to Friday | 8 AM to 5 PM MST or 9 AM to 6 PM MST</p> <p>• Holidays: Following US Holidays</p> <p><strong><br></strong></p><p><strong>Key Responsibilities</strong></p> <p>• Act as the escalation point for Level 1 IT Support, resolving advanced hardware, software, and network issues.</p> <p>• Troubleshoot and repair operating system, application, and connectivity problems across Windows and Mac environments.</p> <p>• Administer and maintain user accounts, permissions, and group policies in Active Directory, Microsoft 365, and other enterprise systems.</p> <p>• Support configuration and maintenance of servers, shared drives, and network devices (routers, switches, firewalls, printers, etc.).</p> <p>• Monitor system performance, backups, and security alerts to ensure optimal uptime and compliance.</p> <p>• Perform advanced installations, updates, and patches for software, drivers, and operating systems.</p> <p>• Assist with deployment and management of endpoint devices through tools like Intune, SCCM, or similar.</p> <p>• Collaborate with IT management to document known issues, standard operating procedures, and root cause analyses.</p> <p>• Provide guidance and mentoring to Level 1 Support staff to improve technical troubleshooting capabilities.</p> <p>• Participate in IT projects such as system upgrades, migrations, and infrastructure improvements.</p> <p>• Maintain accurate and detailed records of issues, resolutions, and configuration changes in the helpdesk system.</p> <p>• Ensure compliance with IT security policies, data protection standards, and company procedures.</p><p></p> <p><strong>Qualifications</strong></p> <p>• Bachelor’s degree in Information Technology, Computer Science, or related field (preferred).</p> <p>• 3+ years of experience in IT support or systems administration, with at least 1 year handling Level 2 responsibilities.</p> <p>• Strong working knowledge of Windows and/or Mac OS environments, Microsoft 365, and Active Directory.</p> <p>• Proficiency with network technologies and troubleshooting (TCP/IP, DNS, DHCP, VPN, VLANs, firewalls).</p> <p>• Experience managing and maintaining ticketing/helpdesk systems (e.g., ServiceNow, Zendesk, JIRA, Freshdesk).</p> <p>• Familiarity with endpoint management tools, system imaging, and remote support software.</p> <p>• Solid understanding of IT security principles and data protection best practices.</p> <p>• Excellent analytical, communication, and documentation skills.</p> <p>• Proven ability to work independently while coordinating effectively with cross-functional IT teams.</p>
