IT Support Specialist - II

SUMMARY:

As an Information Technology Support Specialist II, you will provide 1st- and 2nd-line support and technical troubleshooting for hardware, operating systems, Microsoft 365/cloud services, business applications, and core network infrastructure. You will resolve routine and moderately complex incidents, identify root causes, escalate appropriately when issues exceed or pose risk, and participate in continuous improvement and automation efforts. You will be able to troubleshoot and resolve straightforward problems/issues that may not yet have SOP (or they do not cover the use case), understand what monitors and/or log files are indicating about a software/system/hardware health. The role includes authoring technical documentation and knowledge-base articles, supporting IT projects and rollouts across multiple office locations, and may include on-call duties and occasional travel. The ideal candidate is comfortable supporting users in a multi-state legal environment and collaborating across teams to ensure secure, reliable technology services.

KEY RESPONSIBILITIES:

· Provide first- and second-line technical support to end users via phone, email, and chat for desktops, laptops, printers, peripherals, operating systems (Windows), and common software; triage, resolve, or acting as an escalation point, applying severity/SLA trade-off and handing off appropriately.

· Support Microsoft 365 / Office 365 services including Exchange Online, Teams, SharePoint, OneDrive, Entra ID (Azure AD) and related identity/authentication tasks.

· Manage endpoint lifecycle and security: device enrollment and management with Intune (MDM/MAM), patching, Microsoft Defender for Endpoint, and endpoint troubleshooting.

· Administer and support Active Directory and group policy tasks, conditional access, and access management workflows.

· Install, configure, maintain, and troubleshoot business applications (CRM, email, ticketing/ITSM systems) and small-scale custom tools; coordinate with 3rd party users as needed.

· Support core network and infrastructure components including switches, routers, firewalls, wireless access points, VPN, DHCP, DNS and other TCP/IP services; assist with network troubleshooting.

· Support other IT systems and appliances such as VoIP/voice and conferencing systems, video-conference equipment, door/access controllers, camera/security systems, and other site IT hardware.

· Participate in IT projects and change activities: planning, implementation, testing, rollouts, and post-deployment support; follow change management processes and perform other IT duties assigned by the Director of Information Technology.

· Monitor ticket queues, system alerts, and log files; prioritize work based on impact and SLA, and escalate incidents or risks appropriately.

· Develop, update, and maintain runbooks, how-to guides, and knowledge-base articles; translate technical procedures into clear end-user documentation.

· Contribute to process improvement and automation efforts (scripting or small tooling) to reduce repetitive work and improve operational reliability.

· Perform on-call duties as assigned and travel between company locations when required.

REQUIREMENTS:

- Minimum 2 years’ experience in IT support, system administration, or a closely related role.

- Proficiency supporting Microsoft 365 (M365), Exchange Online, Teams, SharePoint, OneDrive, and Entra ID/Azure AD.

- Experience with endpoint management (Intune/MEM), Windows OS administration, patch management, and Microsoft Defender for Endpoint.

- Working knowledge of Active Directory and Group Policy.

- Solid understanding of networking fundamentals (TCP/IP, DHCP, DNS, VPN) and experience with common network devices (switches, routers, firewalls, wireless APs).

- Experience using IT ticketing/ITSM systems and following SLAs and change management processes.

- Strong troubleshooting and problem-solving skills with ability to communicate technical concepts to non-technical users.

- Excellent interpersonal and written communication skills.

- High school diploma or equivalent.

PREFERRED:

- Experience with Ubiquiti/UniFi or similar networking platforms.

- Familiarity with VoIP/phone systems, conferencing solutions, access control, and camera systems.

- Scripting or basic automation experience (PowerShell, Python, or similar).

- Relevant certifications such as CompTIA A , Network , Microsoft Modern Desktop/365 or Azure Fundamentals.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person