IT Support Specialist II

We are looking for an experienced IT Support Specialist II to provide hands-on technical assistance for a mission-driven non-profit organization in California. This contract position with permanent potential is ideal for someone who enjoys solving a broad range of end-user issues, supporting core Microsoft environments, and delivering dependable service in a fast-paced setting. The role focuses on resolving Level I and Level II support requests while maintaining clear communication, accurate documentation, and a strong commitment to service quality., Troubleshoot and resolve Level I and Level II technical issues across Microsoft 365 applications, including Teams, OneDrive, Outlook, and other core productivity tools. Provide support for Azure Virtual Desktop environments and assist users with access, performance, and connectivity concerns. Diagnose problems involving network access, internet connectivity, VPN usage, and general desktop infrastructure. Support audio and video technologies used for meetings, collaboration, and day-to-day business operations. Investigate more complex incidents by performing root-cause analysis and identifying effective solutions or appropriate escalation paths. Maintain accurate ticket updates, communicate status clearly to users, and ensure support activities follow established service procedures. Assist with issues related to Active Directory, shared resources, printers, and standard enterprise applications. Contribute to reliable end-user support by documenting solutions, tracking recurring problems, and helping improve support processes.

5+ years of experience in IT support, service desk, or help desk roles with Level I and Level II troubleshooting responsibilities. Strong working knowledge of Microsoft 365, including Teams, Outlook, OneDrive, Word, Excel, and PowerPoint. Experience supporting Microsoft environments such as Windows, Exchange, SharePoint, SCCM, Azure, and Windows Server. Familiarity with VPN technologies, basic network troubleshooting, LAN connectivity, and remote access support. Ability to diagnose and resolve issues involving printers, audio/video systems, and general workstation hardware/software. Experience using a ticketing system to document incidents, track progress, and provide timely follow-up. Solid understanding of Active Directory and user account support within an enterprise environment. Strong communication, problem-solving, and customer service skills in a detail-oriented support setting.

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