Information Support Specialist II

The Tier 2 IS/IT Support Technician provides advanced technical support and serves as the primary escalation point for the Tier 1 Service Desk. This role handles complex incidents requiring deeper diagnostic ability, supports core infrastructure platforms, and contributes to ongoing IT initiatives. Tier 2 technicians ensure high-quality service delivery, maintain strong documentation, and collaborate closely with Infrastructure and Database Administration teams., Advanced Support & Troubleshooting

• Diagnose and resolve escalated technical issues involving software, hardware, networking, Office 365, and enterprise systems.
• Perform advanced root-cause analysis, leveraging logs, admin consoles, and diagnostic tools.
• Apply expert troubleshooting to issues beyond Tier 1 scope, including permissions, system access, Group Policy interactions, and application-level faults.
• Mentor Tier 1 technicians by providing guidance, training, and knowledge transfer.

Ticket Management & Escalation

• Own escalated incidents through full resolution, documenting all actions and decisions in the ITBA Support Desk system.
• Prioritize and manage multiple high-impact tickets while maintaining service-level expectations.
• Escalate issues to System Administrators, DBAs, Network Engineers, or management when appropriate, providing detailed technical context.

User Support & Communication

• Guide users through advanced troubleshooting steps via phone, email, remote tools, or in person support.
• Communicate clearly with both technical and non-technical staff across all levels of the organization.
• Maintain strong customer service relationships while managing more complex or sensitive issues.

Systems & Infrastructure Support

• Assist with administration and maintenance of core systems such as Office 365, Active Directory, server managers, networking equipment, and enterprise applications.
• Support software installations, patching, imaging, and endpoint configuration.
• Perform intermediate system tasks (e.g., mailbox administration, user provisioning, group/permission updates, monitoring alerts).

Documentation & Process Improvement

• Create and update Knowledge Base articles for both internal IT use and end-user self-help.
• Recommend improvements to support processes, workflows, and technology stack.
• Participate in planning and execution of IT projects, upgrades, and deployments as assigned by IT leadership.

Do you have experience in Windows?, Do you have a Associate's degree?, Prefer candidates with an AA or AS Degree or currently attending college in a related field of study, This is an entry level position. A basic level of core IS/IT competency is required, but we will also allow you to explore the many facets of the IS/IT space and help grow your career along your desired path. Our small team has a wealth of knowledge in system administration, network administration, end-user hardware, server management, virtualization, Office 365 administration, database administration, business intelligence development, business analysis, project administration and we are always looking at new software and technology as there is always more to learn.

The two most important qualities that a competitive candidate will possess are a strong ability to troubleshoot, and an even stronger ability to break down technical issues to non-technical users. Solving the problem is a start, but this person needs to solve the problem and then educate the end user on how and why the issue occurred so that it can be prevented moving forward., * 2+ years experience in Help Desk, Desktop Support, or similar technical support role (or equivalent hands-on experience).

• Strong working knowledge of Office 365 admin features, Windows OS, Active Directory, networking fundamentals, and endpoint management tools.
• Advanced troubleshooting skills with the ability to systematically isolate problems across multiple systems.
• Ability to read logs, analyze error output, and use admin consoles/utilities to diagnose issues.
• Excellent communication, documentation, and customer service skills.
• Strong organizational ability with experience handling multiple concurrent high-priority incidents.
• Willingness to continue developing skills across system administration, networking, and cloud technologies.

Prerequisite Skills:

• Willing interest to advance IS/IT career
• Desire and ability to learn a broad spectrum of IS/IT tools and disciplines including Office 365, VMWare-like software, Networking, MS Server, etc.
• Strong communication skills
• Advanced troubleshooting skills, with strong attention to detail
• Customer service focused, * Must be willing and able to carry up to 25lbs up and down stairs

Pulled from the full job description

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

TransWood is a liquid chemical and dry bulk motor carrier based out of Omaha, Nebraska with close to 45 offices spread throughout the United States. As a member of the IT team, you will be supporting these internal customers to ensure their operations run with minimal downtime. We are enablers and problem solvers, always looking for ways to help the business grow and succeed.