What are the responsibilities and job description for the IT Support Specialist II position at Piccone IT Consulting, LLC?
About the Role
Piccone IT Consulting is looking for a hands-on IT Support Specialist II to support and maintain the technology environments of our growing client base. This is an on-site, hands-on technical role based out of our Shrewsbury, PA office, with regular travel to local client sites: you'll resolve escalated support tickets, help administer and maintain client infrastructure (servers, networks, cloud, endpoints), and assist on technology projects and migrations under the guidance of our senior team.
You'll be the escalation point for our Tier 1 team and a trusted technical contact for clients. Success in this role means quickly diagnosing common-to-complex issues, communicating clearly with non-technical users, and keeping environments secure, stable, and well-documented.
This is a great fit for someone with a solid support foundation who wants to deepen their systems and cloud skills — with real room to grow toward senior administrator and engineer roles as you take on more.
Key Responsibilities
Support & Escalation
Serve as the Tier 2 escalation point for tickets that exceed Tier 1 scope, troubleshooting hardware, software, network, and cloud issues to resolution.
- Respond to and resolve service requests and incidents within defined SLAs, keeping ticket documentation accurate and current in the PSA/ticketing system.
- Provide on-site and remote support from our Shrewsbury office and at client locations across the region.
- Mentor and assist Tier 1 technicians, sharing knowledge and helping them grow.
- Participate in the on-call rotation, providing after-hours support coverage on a scheduled basis.
Systems & Cloud Administration
Perform day-to-day Microsoft 365 and Entra ID (Azure AD) administration: user/license management, mailboxes, security groups, MFA, and SharePoint/Teams/OneDrive support.
- Help manage and maintain Windows Server environments, Active Directory, Group Policy, DNS, DHCP, and file/print services.
- Handle endpoint management, patching, and antivirus/EDR through RMM tooling; monitor alerts and respond proactively.
- Support and verify backup and disaster recovery solutions; participate in restore testing.
Networking & Security
Configure and troubleshoot firewalls, switches, wireless, VPNs, and basic routing across client sites.
- Apply security best practices and help clients meet baseline compliance requirements (e.g., MFA enforcement, patching, access reviews).
- Identify and escalate security concerns; assist with incident response as needed.
Projects & Growth
Assist senior staff on client projects such as Microsoft 365 onboarding, server upgrades, new-site deployments, and cloud migrations — gaining hands-on exposure to engineering work.
- Document network diagrams, standard operating procedures, and client environment details.
- Suggest improvements to client environments and internal processes.
Requirements
Required Qualifications
2–3 years of IT support experience, including some Tier 2 / escalation or systems administration exposure (MSP/consulting experience a plus).
- Working knowledge of Microsoft 365 administration and Windows Server / Active Directory.
- Solid networking fundamentals: TCP/IP, DNS, DHCP, VLANs, firewalls, and VPNs.
- Familiarity with remote monitoring and management (RMM) and ticketing/PSA platforms.
- Strong troubleshooting skills and the ability to work most issues end-to-end, knowing when to escalate.
- Clear, professional written and verbal communication with both technical and non-technical audiences.
- Valid driver's license and reliable transportation — this role requires regular travel to client sites.
- Able to lift and carry equipment weighing up to 30 lbs (e.g., desktops, servers, networking gear) as part of on-site work.
Preferred Qualifications
Hands-on experience with Microsoft Azure / Entra ID and cloud migrations.
- Familiarity with common MSP tools (e.g., RMM, MDM, XDR, AV/EDR, Backup & Recovery, or similar).
- Scripting/automation experience (PowerShell).
- Relevant certifications such as CompTIA A /Network /Security , Microsoft (MS-900, AZ-900, AZ-104, MD-102), or equivalent.
- Exposure to compliance frameworks (HIPAA, CMMC, SOC 2, NIST, or similar).
Skills & Attributes
Ownership — you see problems through and follow up.
- Customer-first mindset — you make clients feel supported, not talked down to.
- Calm under pressure — you prioritize well when several things break at once.
- Team player — you share knowledge and lift up the techs around you.
- Detail-oriented — you document as you go.
Benefits
What We Offer
We know we're a smaller firm, so we compete on growth, variety, and the kind of hands-on experience that's hard to get anywhere else:
Competitive salary: Starting at $45,000/year, based on experience and certifications
- Real career growth — a clear, supported path from Specialist II toward Systems Administrator and Engineer roles as your skills develop, with regular check-ins on your progression.
- Certification support — we'll help you earn credentials that matter (CompTIA, Microsoft Azure/M365), including exam
- Mentorship from senior engineers — you'll learn directly from experienced staff on live client projects, not just tickets.
- Genuine variety — exposure to a wide range of technologies, industries, and client environments instead of a single stack.
- A close-knit team where your work is visible and your ideas are heard — no getting lost in a big-company machine.
- Paid time off — 10 days of PTO plus paid holidays.
- Health coverage — medical, dental, and vision insurance.
- Retirement plan to help you save for the future.
- Continuing education reimbursement — support for courses and training that grow your skills