IT Support Specialist - II

We are seeking a hands-on Systems Support Specialist II to support day-to-day IT operations across a cloud-first environment. This role is focused on end-user support, device management, and maintaining reliable system performance across the organization., End User Support & Operations

• Configure, deploy, and support PCs, laptops, handheld scanners, and peripherals
• Troubleshoot hardware, software, printer, and connectivity issues
• Provide support for Microsoft 365 including user accounts, licensing, and access management
• Assist with onboarding and offboarding processes, including account setup and equipment provisioning
• Support and maintain WiFi, printers, and general office IT systems
• Administer and support RingCentral phone system (user setup, call flows, devices)
• Respond to and prioritize support requests, ensuring timely and effective resolution

Systems & Infrastructure Support

• Assist with Active Directory user and group management
• Support basic networking functions (TCP/IP, DNS, DHCP, VPN concepts)
• Monitor system health, backups, and endpoint performance
• Assist with patching, updates, and endpoint maintenance
• Support a cloud-first infrastructure with a focus on Microsoft 365 and Azure environments
• Assist with firewall and wireless network configurations (including Cisco environments as applicable)

Security & Compliance

• Support security awareness programs (e.g., KnowBe4 or similar platforms)
• Assist with endpoint security, MFA, and access controls
• Help monitor and respond to alerts from security tools (e.g., Darktrace or similar platforms)
• Maintain adherence to IT security policies and best practices

Business Systems & Operational Support

• Support warehouse technology, including handheld devices and WMS systems
• Gain exposure to and assist with NetSuite and other business applications
• Assist with reporting, data validation, and Excel-based operational tasks
• Support system integrations and process improvements where applicable

Process Improvement & Documentation

• Document recurring issues, solutions, and standard procedures
• Contribute to internal knowledge base and user documentation
• Identify opportunities to improve workflows, support processes, and system reliability
• Leverage AI tools and modern platforms to troubleshoot, automate, and enhance efficiency

Vendor & Cross-Functional Coordination

• Coordinate with external vendors (hardware, software, ISP, and service providers) as needed
• Partner with internal stakeholders to support business operations and technology needs
• Escalate issues appropriately and follow through to resolution

Cross-Functional Systems & Business Support

· Provide Level 1 support for ERP, ecommerce, and general business applications

· Assist with Shopify and related app troubleshooting and user support

· Troubleshoot application and system issues for users across multiple departments

· Assist with documentation, testing, process improvements, and cross-functional projects, * On-site role, 5 days per week.

• Moving between two buildings 30 mins apart as needed for support.
• Occasional after-hours or weekend support as needed
• Participation in on-call rotation
• Ability to lift and move IT equipment (up to approximately 25 pounds)
• Work performed in office, warehouse, and technical environments

Do you have experience in Windows?, This is an ideal opportunity for an early-career IT professional who is eager to learn and grow. The role offers exposure to systems administration, networking, security, and business applications, including ERP and warehouse systems. Success in this position requires curiosity, strong problem-solving skills, and the ability to leverage modern tools-including AI-to work efficiently and continuously improve processes., * 1-3 years of IT support, help desk, or related experience

• Strong troubleshooting skills across hardware, software, and basic networking
• Working knowledge of Windows operating systems and Microsoft 365
• Basic understanding of Active Directory and user account management
• Strong organizational and time management skills
• Ability to work both independently and collaboratively

Preferred

• Exposure to Cisco networking or firewall technologies
• Experience with MDM or endpoint management tools
• Familiarity with Azure or other cloud platforms
• Experience with ERP/WMS systems (e.g., NetSuite)
• Experience with security tools or awareness platforms
• Strong Excel skills, * Curiosity and willingness to learn new systems and technologies
• Proactive mindset with a focus on continuous improvement
• Strong communication skills and ability to support non-technical users
• Ability to leverage modern tools, including AI, to solve problems effectively and efficiently, * Microsoft 365 : 1 year (Required)

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Employee discount
• Vision insurance
• Health savings account
• Dental insurance, * 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Application Question(s):

• What experience do you have working with firewalls?
• Have you configured wireless access points or managed a wireless controller