IT Support Specialist II

Our client is seeking a customer-focused IT Support Specialist II who enjoys helping others, solving technical problems, and delivering exceptional support experience. While technical aptitude is important, they place equal value on communication skills, professionalism, initiative, and the ability to work effectively as part of a collaborative team.

This role serves as the primary IT support resource for its office, which supports approximately 200 onsite users including the CEO. This position is part of an 18-person IT Support team supporting more than 6,000 employees across 25+ offices and hundreds of job sites nationwide. While the primary responsibility is providing onsite Level 1 and Level 2 support for the office, this role also provides remote support to users across the enterprise. Assume 70% Onsite Support (Local Office) and 30% Remote Support (Nationwide User Base).

The IT Support Specialist II provides hands-on technical support for end users, desktops, laptops, mobile devices, Microsoft 365 applications, and office technology. This person will own most day-to-day Microsoft 365 administration activities. This position is highly visible and customer-facing, requiring strong interpersonal skills and a service-oriented mindset.

Key Responsibilities

End User Support

Provide onsite and remote support for Microsoft Windows, Microsoft 365, mobile devices, printers, meeting room technology, and related hardware/software.

Troubleshoot and resolve desktop, laptop, operating system, application, and connectivity issues.

Respond to incidents and service requests within established service levels.

Escalate complex issues to Infrastructure, Networking, Security, or Engineering teams when appropriate.

Document troubleshooting steps, resolutions, and support activities within the ITSM platform.

Endpoint & Device Management

Deploy, configure, maintain, and support Windows laptops and desktops.

Support Microsoft Intune-managed devices.

Assist with user onboarding, offboarding, workstation deployments, and equipment lifecycle management.

Support mobile devices including iPhone, iPad, and Android devices.

Microsoft 365 Administration & Support (candidates need real hands-on administrative experience)

Provide user support and day-to-day administration for:

Microsoft Outlook

Microsoft Teams

OneDrive

SharePoint Online

Entra ID (Azure AD)

Exchange Online

Responsibilities include:

Troubleshooting user access, authentication, synchronization, and application issues.

Supporting account provisioning, password resets, group membership changes, and common user administration tasks.

Assisting with mailbox, Teams, OneDrive, and SharePoint-related user issues.

Supporting device enrollment and access management processes.

Escalating complex platform administration, architecture, security, and engineering-related issues to Infrastructure or Systems Administration teams as appropriate.

Team Collaboration

Work closely with Help Desk, Infrastructure, Security, Networking, and Engineering teams.

Participate in knowledge sharing, documentation, and continuous improvement initiatives.

Contribute to creating a positive team culture built on accountability, professionalism, and collaboration.

Operations Management Apple IPad Communication Virtual Teams Microsoft 365 Accountability Professionalism Authentications Desktop Support Microsoft Teams Customer Service Active Directory Customer Support Technical Acumen Deskside Support Windows Defender Operating Systems Microsoft Outlook Technical Support Help Desk Support Microsoft Windows User Provisioning Device Management Business Valuation Security Solutions Endpoint Management Microsoft SharePoint Lifecycle Management Microsoft Windows 10 Smartphone Operation IT Service Management System Administration CompTIA Certification Full Stack Development Azure Active Directory Relationship Management Infrastructure Security Business Transformation Administrative Functions Interpersonal Communications Executive Information Systems Continuous Improvement Process Troubleshooting (Problem Solving) Information Technology Infrastructure Library Microsoft Intune (Mobile Device Management Software)

At least 5 years, 5+ years of experience in desktop support, service desk, end-user computing, or technical support environments.

Strong customer service orientation and a genuine desire to help users.

Experience providing both onsite and remote support in a geographically dispersed enterprise environment.

Knowledge of Windows 10/11 administration and troubleshooting.

Experience supporting Microsoft 365 applications and services.

Experience providing day-to-day administration and support of Active Directory and Entra ID (Azure AD), including user provisioning, account maintenance, group membership management, access requests, and basic identity troubleshooting.

Experience supporting laptops, desktops, printers, and mobile devices.

Strong analytical and troubleshooting skills.

Excellent verbal and written communication skills.

Demonstrated ability to work independently and manage multiple priorities

ITIL familiarity.

Experience supporting executive-level or highly visible business users.

Preferred Qualifications

Experience with Microsoft Intune and endpoint management.

Experience with Microsoft Defender and device security solutions.

Apple/macOS support experience.

Skills

desktop support, microsoft 365, Customer Service, ITIL, Troubleshooting, Executive Support, deskside support, Microsoft 365 administration, entra ID administration, group management, user provisioning

Additional Skills & Qualifications

Must be good at following established processes and procedures. The ideal candidate is someone who takes ownership, works well under pressure, genuinely enjoys helping people, and can effectively balance customer service with technical troubleshooting.

Customer Service & Relationship Management

Serve as a trusted technology partner for employees and business leaders.

Communicate technical concepts in a clear, professional, and non-technical manner.

Set expectations with users regarding issue resolution, timelines, and next steps.

Deliver a high-touch customer support experience while maintaining professionalism during difficult or high-pressure situations.

Industry certifications such as:

o CompTIA A+

o Microsoft Fundamentals

o Microsoft Modern Desktop Administrator

o Apple Device Support, Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company., Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.