IT Support Specialist II

The IT Support Specialist II will be responsible for providing comprehensive IT support to our organization, ensuring the smooth operation of our technology infrastructure. This role involves installing new devices, administering Active Directory, Entra ID, and Intune, onboarding and offboarding users, and providing Tier 2 and Tier 3 support to user workstations. The ideal candidate will be skilled in troubleshooting hardware and software issues and committed to maintaining accurate documentation and reporting. Collaboration with other IT team members and continuous improvement in service delivery are key aspects of this role.

Key Responsibilities:

• Installing new devices, user profiles, applications, operating system updates and more.
• Administer Active Directory, Entra ID, and Intune, including GPOs, conditional access rules, profile, and apps, ensuring security and compliance with company policies.
• Onboarding and offboarding users (Windows and mobile devices, email accounts, and more).
• Conduct Tier 2 and Tier 3 local administrative support to user workstations and Tier 1 support as necessary, including troubleshooting hardware and software issues, and resolving technical problems.
• Documentation and Reporting: Maintain accurate records of user requests, troubleshooting steps, and solutions provided. Generate reports as required to track performance metrics and identify areas for improvement.
• Collaboration: Collaborate with other IT team members to escalate and resolve complex technical issues. Provide guidance to Tier 1 support staff as needed.
• Continuous Improvement: Stay updated on emerging technologies and best practices in IT support. Proactively identify opportunities to improve processes and enhance the quality-of-service delivery.
• Other duties as assigned.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• Proven experience in a Tier 2 IT support role, with expertise in user account management and technical troubleshooting.
• Proficiency in Windows operating systems, as well as common productivity software.
• Experience with: Windows 10/Windows11, Defender for Office 365, Azure Policies, Entra ID, Azure Conditional Access to name a few.
• Strong understanding of Microsoft 365 administration, including user provisioning, email configuration, and security settings.
• Excellent communication skills, with the ability to convey technical information clearly and concisely to non-technical users.
• Strong problem-solving skills and attention to detail.
• IT certifications such as CompTIA A+, Microsoft Certified IT Professional (MCITP), current Microsoft cloud or Azure certification (e.g., Microsoft Certified: Azure Administrator Associate) are a plus.