IT Support Specialist II

# **Position Summary** We are looking for a talented and customer-focused IT Support Specialist to join our growing IT team and help support a dynamic, medium-sized business environment. In this role, you'll play a key part in keeping our technology running smoothly by providing advanced technical support, troubleshooting complex hardware and software issues, maintaining infrastructure systems, and ensuring a seamless experience for both onsite and remote users across multiple departments and locations. The ideal candidate enjoys solving technical challenges, takes pride in delivering exceptional customer service, and thrives in a collaborative environment. You should have strong experience supporting Windows environments, Microsoft 365, networking, LaserJet and thermal label printers, RF scanners/mobile computers, and server infrastructure. If you're someone who likes digging into root causes, handling escalated support requests, and making a real impact on end users' day-to-day success, we'd love to hear from you. # **Key Responsibilities** ## **End User Support** - Provide technical support for desktops, laptops, mobile devices, peripherals, and business applications - Troubleshoot and resolve hardware, software, connectivity, and performance issues - Receive and resolve support tickets - Perform root cause analysis on recurring issues and document findings - Support both onsite and remote employees through phone, email, chat, and remote support tools (e.g., TeamViewer, AnyDesk, or similar) - Maintain accurate documentation of incidents, resolutions, and support procedures in the ticketing system - Utilize endpoint management and patch management tools to maintain device compliance and security ## **Device Setup & Lifecycle Management** - Configure and deploy desktops, laptops, printers, and mobile devices - Perform imaging, software installation, system configuration, and user onboarding - Manage device inventory and asset tracking - Handle device disposition including secure data wiping, decommissioning, and disposal per company policy ## **Microsoft 365 & User Administration** - Support Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint - Manage user accounts, permissions, distribution lists, and password resets via Microsoft 365 Admin Center and Azure Active Directory - Configure and troubleshoot Multi-Factor Authentication (MFA) - Support email configuration and mailbox troubleshooting ## **Printer & Print Server Support** - Troubleshoot network and local printer issues - Install, configure, and maintain printers and multifunction devices - Support and maintain print servers and print queues - Coordinate printer maintenance and vendor support as needed ## **Networking & Infrastructure Support** - Troubleshoot basic to intermediate network connectivity issues including TCP/IP, DNS, DHCP, VPN, and Wi-Fi - Assist with switch, firewall, and wireless access point configuration and support - Monitor network performance and escalate infrastructure issues appropriately - Support remote connectivity solutions for hybrid and remote users - Support hybrid or multi-site environments ## **Server & Systems Maintenance** - Assist with routine server maintenance, updates, and monitoring - Support Windows Server environments and Active Directory administration (user/group management, GPO, OU structure) - Monitor backups and assist with disaster recovery procedures - Maintain server documentation and operational runbooks - Assist with virtualization platforms such as Hyper-V - Maintain any cloud based servers and applications on Amazon AWS/Azure Cloud **Required Qualifications** - 2+ years of experience in an IT Help Desk, Desktop Support, or Tier 2 Support role - Strong experience troubleshooting Windows 10/11 desktop and laptop systems - Hands-on experience with Microsoft 365 administration and support - Experience with remote support tools and ITSM ticketing systems (e.g., ServiceNow, Freshdesk, Jira Servi…