IT Support Specialist II

This role serves as a technical mentor and key escalation point, combining hands-on involvement in end-user support, Microsoft 365 administration, and network operations. The ideal candidate is technically well-rounded, communicates clearly and confidently, and operates with a strong sense of urgency and ownership. They are comfortable working across cloud platforms, endpoint management, and networking infrastructure, and take initiative in driving issues to resolution while supporting and guiding others Duties/Responsibilities: End-User & Desktop Support

• Provide Tier 1-3 support for Windows and macOS devices
• Troubleshoot hardware, software, phones and peripheral issues
• Research and make recommendations on new hardware
• Support Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint)
• Manage onboarding/offboarding, device provisioning, and user setup
• Develop and maintain documentation and user guides
• Opportunity for occasional travel to other facilities

Microsoft Cloud & Endpoint Management

• Manage users, groups, and access in Entra ID (Azure AD)
• Deploy and manage devices using Intune / Endpoint Manager
• Enforce security policies, MFA, and conditional access

Network & Infrastructure

• Support firewalls, VPNs, and network security policies
• Maintain wireless infrastructure (UniFi or similar platforms)
• Troubleshoot connectivity issues across wired and wireless networks
• Support DNS, DHCP, VLANs, and general network operations

Systems & Operations

• Monitor system health, patching, and updates
• Support file shares, printers, and core infrastructure services
• Assist with backup, recovery, and disaster recovery processes
• Maintain documentation and coordinate with vendors when needed

• Desktops, Laptops, Printers, Peripherals
• Microsoft 365 (Exchange, Teams, SharePoint)
• Entra ID / Azure AD and identity management
• Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPNs)
• Endpoint management, troubleshooting, documentation, communication and customer service

Education and Experience:

• 2-4 years of IT support, systems administration, or similar experience
• IT Service Desk experience
• Experience with multi-tenant Microsoft environments (MSP or similar)
• Experience with firewalls (FortiGate) and wireless platforms (UniFi)
• Familiarity with macOS in business environments
• Certifications (Microsoft, CompTIA Network+/Security+, or similar)
• Scripting or automation experience (PowerShell preferred)

Who You Are

• A natural leader and mentor who others turn to for guidance
• A clear, confident communicator who can translate technical issues for non-technical users
• Highly responsive with a strong sense of urgency, especially when handling escalations or business-impacting issues
• Focused on efficiency and continuous improvement, always looking for ways to streamline processes and reduce recurring issues
• Proactive and accountable, taking ownership from problem identification through resolution
• Calm under pressure and able to prioritize effectively in a fast-paced environment

Physical Requirements:

• Prolonged periods of sitting and computer work
• Ability to kneel, bend, and lift up to 40 pounds
• Capability to perform occasional hands-on infrastructure tasks in office or facility environments

Compensation Package Strong benefits

• Multiple medical plans including HSA availability with company contributions
• Company paid disability & life insurance coverage
• Generous 401k matching
• Competitive pay
• Casual atmosphere/dog-friendly environment