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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Specialist - **Company:** Applied Industrial Technologies - **Location:** Sherwood, OR, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Computer-Aided Design, Microsoft Windows, Active Directory, User Authentication, Business Software, Cyber Security, Dynamic Host Configuration Protocol, Domain Name System (DNS), Ethernet, IP Addressing, Virtual Private Networks (VPN), System Center Configuration Manager, Performance Tuning, Software Tools, Azure Active Directory, Microsoft SharePoint, TCP/IP, Wi-Fi Technology, Connectivity Problems, Deployment Automation, Patch Management - **Published:** September 2, 2026 - **Apply:** https://jobs.applied.com/us/en/job/JR105279/IT-Support-Specialist ## About the Role * Must have a High School Diploma or equivalent; Bachelor's degree preferred * 2-4 years of experience in a Level 1/Level 2 IT support or desktop support role * Strong working knowledge of Windows 11 desktop operating systems * Experience imaging and deploying PCs (e.g., via SCCM or similar tools) * Experience troubleshooting wired and wireless endpoint connectivity (TCP/IP basics, DNS, DHCP, Wi-Fi authentication) * Experience supporting OEM hardware/software utilities (Dell Command, Lenovo Vantage, or similar) * Familiarity with installing, licensing, and troubleshooting CAD or other specialized engineering/design applications * Experience with Active Directory / Microsoft Entra ID user and device management * Strong customer service orientation and ability to communicate technical concepts to non-technical users * Ability to prioritize and manage multiple tickets/requests simultaneously * Must live in Portland metro area. We are unable to provide relocation expenses * Must be legally authorized to work in the United States. Sponsorship will not be provided for this position, * Experience in an industrial, manufacturing, or engineering-driven business environment * Familiarity with Microsoft 365 administration (Exchange Online, Teams, OneDrive/SharePoint) * Exposure to endpoint security tooling (antivirus/EDR agents, patch management) * ITSM process experience * CompTIA A+, Network+, or equivalent certification or experience ## Description The Level 2 IT Support Specialist serves as the primary escalation point for the Level 1 Helpdesk, resolving more complex desktop, endpoint, and network connectivity issues while escalating deeper infrastructure, server, or systems-level problems to the Level 3 team. This role owns the end-to-end PC lifecycle - imaging, deployment, and new hire setup - and provides specialized support for OEM and CAD/engineering software used across the business. The ideal candidate is a hands-on troubleshooter who is comfortable working independently, documenting solutions, and communicating clearly with end users of varying technical skill levels., Escalation & Ticket Ownership * Serve as the Tier 2 escalation point for issues that exceed Level 1 Helpdesk scope * Triage, diagnose, and resolve tickets within defined SLAs; escalate unresolved or infrastructure-level issues to Level 3 with clear documentation of steps already taken * Maintain accurate, detailed ticket records (root cause, resolution steps, follow-up actions) in the IT service management platform PC & Endpoint Support * Provide desktop/laptop hardware and software support for end users, including diagnosis of performance, boot, driver, and peripheral issues * Image, configure, and deploy new and replacement PCs using standard corporate images and deployment tools * Install, configure, and troubleshoot OEM software and hardware-specific utilities from PC/laptop manufacturers (e.g., Dell, HP, Lenovo) * Install, configure, and support CAD or other specialized engineering/design software, including license activation, plugin/add-in issues, and performance tuning for graphics-intensive workloads Network & Connectivity Troubleshooting * Troubleshoot endpoint network connectivity issues across wired (Ethernet) and wireless (Wi-Fi) connections * Diagnose IP addressing, DNS, DHCP, VPN, and authentication-related connectivity problems at the endpoint level * Coordinate with Level 3/network team on switch port, wireless controller, or infrastructure-level issues that fall outside endpoint scope New Hire & Onboarding Support * Prepare and image PCs for new hires according to role-based standard software builds * Install and configure required business applications, OEM utilities, and CAD/engineering software as applicable to the new hire's role * Set up accounts, profiles, and endpoint security/compliance agents in coordination with IT security and helpdesk teams * Ensure new hire equipment is tested and ready prior to start date Documentation & Continuous Improvement * Create and maintain knowledge base articles and runbooks for common Level 2 issues to improve Level 1 self-sufficiency * Participate reoccurring IT team meetings and status reports * Identify recurring issues and recommend process, imaging, or configuration improvements * Assist with maintaining accurate hardware/software asset inventory ## Related Videos - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [The Gashlycrumb Tinies of AI Networking You Must Know (or Languish!)](https://www.wearedevelopers.com/videos/2067-the-gashlycrumb-tinies-of-ai-networking-you-must-know-or-languish) - [The Sound of Privacy – What Your Spotify Data Reveals About You](https://www.wearedevelopers.com/videos/100346-the-sound-of-privacy-what-your-spotify-data-reveals-about-you) - [Remote Driving on Plant Grounds with State-of-the-Art Cloud Technologies](https://www.wearedevelopers.com/videos/251-remote-driving-on-plant-grounds-with-state-of-the-art-cloud-technologies) - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [Small, Secure, Interconnected: The next Internet Protocol](https://www.wearedevelopers.com/videos/100062-small-secure-interconnected-the-next-internet-protocol) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs) - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries) - [How Many Jobs Are Available in Technology?](https://www.wearedevelopers.com/magazine/450-how-many-jobs-are-available-in-technology)