IT Support Specialist II

We are seeking an experienced IT Support Specialist to provide hands-on desktop and technical support while serving as a lead technical resource, mentor, and escalation point for the IT support team. This role is responsible for helping guide and develop team members, providing technical direction, and ensuring a high level of service and responsiveness across the organization.

The ideal candidate has proven experience mentoring, coaching, or providing technical leadership to IT support teams and is comfortable serving as a go-to resource for troubleshooting and complex technical issues. This position combines hands-on involvement in end-user support, Microsoft 365 administration, endpoint management, and network operations.

The successful candidate is technically well-rounded, communicates clearly and confidently, and operates with a strong sense of urgency and ownership. They are comfortable working across cloud platforms, endpoint management, and networking infrastructure and take initiative in driving issues through resolution. In addition to resolving technical issues, this individual will support the growth and development of other IT team members by sharing knowledge, providing guidance, and helping establish best practices and consistent support processes.

Duties/Responsibilities:

End-User & Desktop Support 

• Provide Tier 1–3 support for Windows and macOS devices
• Troubleshoot hardware, software, phones and peripheral issues
• Research and make recommendations on new hardware
• Support Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint)
• Manage onboarding/offboarding, device provisioning, and user setup
• Develop and maintain documentation and user guides
• Opportunity for occasional travel to other facilities 

Microsoft Cloud & Endpoint Management 

• Manage users, groups, and access in Entra ID (Azure AD)
• Deploy and manage devices using Intune / Endpoint Manager
• Enforce security policies, MFA, and conditional access 

Network & Infrastructure 

• Support firewalls, VPNs, and network security policies
• Maintain wireless infrastructure (UniFi or similar platforms)
• Troubleshoot connectivity issues across wired and wireless networks
• Support DNS, DHCP, VLANs, and general network operations 

Systems & Operations 

• Monitor system health, patching, and updates
• Support file shares, printers, and core infrastructure services
• Assist with backup, recovery, and disaster recovery processes
• Maintain documentation and coordinate with vendors when needed

Required Skills/Abilities 

• Desktops, Laptops, Printers, Peripherals
• Microsoft 365 (Exchange, Teams, SharePoint)
• Entra ID / Azure AD and identity management
• Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPNs)
• Endpoint management, troubleshooting, documentation, communication and customer service

Education and Experience:

• 2–4 years of IT support, systems administration, or similar experience
• IT Service Desk experience
• Experience with multi-tenant Microsoft environments (MSP or similar)
• Experience with firewalls (FortiGate) and wireless platforms (UniFi) 
• Familiarity with macOS in business environments
• Certifications (Microsoft, CompTIA Network /Security , or similar)
• Scripting or automation experience (PowerShell preferred)

Who You Are

• A natural leader and mentor who others turn to for guidance
• A clear, confident communicator who can translate technical issues for non-technical users
• Highly responsive with a strong sense of urgency, especially when handling escalations or business-impacting issues
• Focused on efficiency and continuous improvement, always looking for ways to streamline processes and reduce recurring issues
• Proactive and accountable, taking ownership from problem identification through resolution
• Calm under pressure and able to prioritize effectively in a fast-paced environment

Physical Requirements: 

• Prolonged periods of sitting and computer work
• Ability to kneel, bend, and lift up to 40 pounds
• Capability to perform occasional hands-on infrastructure tasks in office or facility environments

Compensation Package

Strong benefits

• Multiple medical plans including HSA availability with company contributions
• Company paid disability & life insurance coverage
• Generous 401k matching
• Competitive pay
• Casual atmosphere/dog-friendly environment