What are the responsibilities and job description for the FL L2 IT Support Specialist position at Alliance of Professionals & Consultants, Inc. (APC)?
Job Description
Job Title: L2 IT Support Specialist
Type: Direct Hire
Work Location: Orlando FL, Mon-Fri 8am -5pm. Travel is required...one/two days per week to Tampa, Zephyrhills and Lakeland for 6 months and then transition to bi-weekly
LOCAL CANDIDATES ONLY PLEASE!
Job Overview
The L2 IT Support Specialist is essential to providing timely, skilled, and professional technology support across all locations. Serving as a primary contact for Tier 2 issues, this role ensures endpoints, applications, and access systems remain operational, secure, and aligned with standards. It’s a hands-on, customer-facing position suited for someone who excels at problem-solving, values thorough documentation, and is dedicated to delivering a smooth, reliable support experience for every user.
Essential Job Responsibilities
Technical Support & Troubleshooting
A reasonable estimate of the Base Salary for this role is $70,000 - $75,000 per year. The disclosed pay range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. The compensation decisions are dependent on the facts and circumstances of each case, such as skills and experience levels.
Job Title: L2 IT Support Specialist
Type: Direct Hire
Work Location: Orlando FL, Mon-Fri 8am -5pm. Travel is required...one/two days per week to Tampa, Zephyrhills and Lakeland for 6 months and then transition to bi-weekly
LOCAL CANDIDATES ONLY PLEASE!
Job Overview
The L2 IT Support Specialist is essential to providing timely, skilled, and professional technology support across all locations. Serving as a primary contact for Tier 2 issues, this role ensures endpoints, applications, and access systems remain operational, secure, and aligned with standards. It’s a hands-on, customer-facing position suited for someone who excels at problem-solving, values thorough documentation, and is dedicated to delivering a smooth, reliable support experience for every user.
Essential Job Responsibilities
Technical Support & Troubleshooting
- Resolve Tier 2 technical issues across hardware, software, and Microsoft 365 tools (Outlook, Teams, SharePoint, etc.).
- Troubleshoot and resolve access, performance, and device-related issues across Windows laptops, desktops, and mobile devices.
- Configure, deploy, and manage user devices in alignment with Intune policies, security standards, and asset tracking procedures
- Provide on-site support for the assigned primary location and deliver remote support for all other locations, with occasional travel for projects, rollouts, or escalations.
- Execute onboarding/offboarding processes: user accounts, hardware setup, mailbox access, and permissions.
- Manage Entra ID (Azure AD) group memberships and access to Teams, SharePoint, and other systems.
- Ensure all tasks are completed accurately and documented in the knowledge base.
- Leverage automation and standardized checklists to ensure consistent, compliant onboarding and offboarding.
- Escalate advanced issues to the IT leadership or MSP with full context and documented steps taken.
- Partner with vendors to identify, implement, and support effective solutions.
- Support small IT initiatives such as office tech refreshes, moves, and rollout efforts.
- Collaborate with fellow IT team members, regional IT leads, and MSP partners to deliver seamless service and maintain a unified technology experience across all regions.
- Apply device and access policies through tools such as Intune and Microsoft Defender.
- Monitor endpoint compliance and remediate issues like outdated patches or encryption gaps.
- Assist in cybersecurity awareness campaigns, phishing simulations, and training programs.
- Promptly report and remediate any security incidents in line with IT incident response procedures.
- Maintain detailed records in the ITSM platform (e.g., Freshservice), including tickets, fixes, asset inventory, and support notes.
- Contribute to internal SOPs and knowledge base documentation.
- Identify recurring problems and propose solutions to reduce ticket volume and manual effort.
- Associate or Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
- 4-5 years of experience in an IT support or helpdesk role, preferably in a multi-site or field-based organization
- Strong working knowledge of Microsoft 365, Windows 10/11, and basic networking.
- Experience with tools like Intune, Entra ID, Microsoft Defender, and endpoint imaging is a plus.
- Familiarity with IT ticketing systems and asset management practices.
- Strong communicator who provides clear updates, avoids technical jargon, and ensures follow-through.
- Self-motivated and organized, able to prioritize and meet deadlines.
- Problem-solver who investigates thoroughly, learns from each case, and documents resolutions.
- Customer-focused mindset with a desire to support and elevate the user experience.
- Demonstrates the values by fostering trust, consistency, and collaboration across all locations.
- Support issues are resolved efficiently, communicated clearly, and logged accurately.
- New hires are equipped and ready to go on Day One, with the right tools, access, and support.
- Devices across the organization remain secure and compliant.
- Employees view IT as a reliable, consistent partner that enables their success.
- Maintain 90% end-user satisfaction rating.
A reasonable estimate of the Base Salary for this role is $70,000 - $75,000 per year. The disclosed pay range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. The compensation decisions are dependent on the facts and circumstances of each case, such as skills and experience levels.
Salary : $70,000 - $75,000