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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Specialist - **Company:** Bridgerland Technical College - **Location:** Birmingham, AL, United States - **Experience:** Experienced - **Salary:** $60,000.0 - $65,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Microsoft Online Services, Computer Networks, Issue Tracking Systems, Virtual Private Networks (VPN), Networking Basics, Microsoft SharePoint, Wide Area Networks, Wi-Fi Technology, Information Technology, 3-tier Architectures - **Published:** July 24, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=2f0e0b0c05539a6f ## About the Role * Diploma or Degree in IT, Computer Science, or related field (or equivalent experience). Experience * 2-4+ years in an IT support role, preferably within an MSP/MSSP environment. * Proven experience handling escalated technical issues beyond Tier 1. Technical Proficiency * Strong Microsoft ecosystem knowledge (Windows, Microsoft 365, Entra ID). * Solid understanding of networking concepts and troubleshooting. * Experience with ticketing systems and RMM tools. * Familiarity with ITIL principles and service management practices. Soft Skills * Strong analytical and problem-solving skills. * Excellent verbal and written communication skills. * Ability to work independently and collaboratively in a fast-paced environment. * Strong customer service mindset. ## Description * Act as an escalation point for Tier 1 technicians for unresolved or complex technical issues. * Diagnose and resolve advanced hardware, software, Microsoft, and network-related incidents. * Provide remote and on-site support as required. * Collaborate with Tier 3 specialists and vendors on complex problem resolution. 2. Service Delivery & Ticket Management * Ensure timely resolution of assigned tickets in line with SLAs. * Monitor ticket queues and proactively address aging or high-priority tickets. * Maintain accurate, detailed ticket documentation and resolution notes. * Identify recurring issues and recommend long-term solutions. 3. Client Interaction & Support * Communicate professionally with clients regarding issue status, troubleshooting, and resolution. * Provide clear explanations of technical issues in user-friendly language. * Support high-priority and escalated client incidents to maintain service confidence and trust. 4. Knowledge Sharing & Mentorship * Assist with coaching and supporting Tier 1 technicians through knowledge sharing and guidance. * Contribute to internal knowledge base articles, SOPs, and troubleshooting documentation. * Promote adherence to IT processes, standards, and best practices. 5. Process & Continuous Improvement * Follow and help refine service desk processes, workflows, and procedures. * Identify inefficiencies in support operations and suggest improvements. * Stay up to date with emerging technologies relevant to the MSP environment. 6. Technical Environment Oversight * Support and maintain client environments including: * + Microsoft 365 (Exchange, SharePoint, Teams, OneDrive) + Windows OS and endpoint management + Active Directory / Entra ID + Networking fundamentals (LAN/WAN, VPN, Wi-Fi) * Utilize RMM and service management tools for monitoring and remediation. ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [Smart, Connected, Unexpected: The Wild Side of IoT and AI](https://www.wearedevelopers.com/videos/1113-smart-connected-unexpected-the-wild-side-of-iot-and-ai) - [Backstage in Practice: Offloading Developer Operational Work Through Platform Self-Service](https://www.wearedevelopers.com/videos/1922-backstage-in-practice-offloading-developer-operational-work-through-platform-self-service) - [How Lufthansa Industry Solutions is preparing for the Quantum Age! ](https://www.wearedevelopers.com/videos/1443-how-lufthansa-industry-solutions-is-preparing-for-the-quantum-age) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [IT Salaries in Austria](https://www.wearedevelopers.com/magazine/286-it-salaries-in-austria) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany)