Level 2 Technical Support Specialist

Join our IT support team as a Level II Technical Support Specialist and help keep clients productive, secure, and connected. In this role, you’ll take ownership of escalated technical issues, provide advanced remote support, administer Microsoft 365 environments, and partner with teammates to deliver exceptional customer service. This position is ideal for a technology professional who enjoys troubleshooting, client interaction, continuous learning, and making a meaningful impact., * Take ownership of escalated support requests and incidents through phone, email, and remote support tools.

• Troubleshoot and resolve Windows 11, Microsoft 365, account access, hardware, and application issues.
• Administer Microsoft 365 services, including Exchange Online, Outlook, Teams, SharePoint Online, OneDrive, and Microsoft Entra ID.
• Manage user accounts, groups, licenses, permissions, and access requests.
• Configure, support, and maintain client technology environments, including end-user devices and related infrastructure.
• Document support activities, resolutions, and procedures accurately within the ticketing system.
• Collaborate with team members and other departments to resolve complex technical issues.
• Identify opportunities to improve support processes, client satisfaction, and service delivery.
• Share knowledge with teammates and contribute to a culture of continuous improvement and learning.

• Two or more years of professional technical support, service desk, or systems support experience.
• Two or more years of experience using a ticketing or case management system.
• Hands-on experience supporting Windows 11 and administering Microsoft 365 environments.
• Strong troubleshooting, communication, customer service, and organizational skills.
• Ability to manage multiple priorities and work effectively both independently and as part of a team.
• Commitment to continuous learning and professional development.

Preferred Qualifications

• Experience with Active Directory, Microsoft Entra ID, networking fundamentals, VPN technologies, and remote support tools.
• Experience supporting cloud-based environments and business applications.
• Relevant Microsoft, CompTIA, or other industry certifications.

Other

· Valid Driver’s License required

AIS offers a competitive benefits package to our full-time employees. These benefits include: Medical, Supplemental, Retirement and more. Additionally, we offer 8 paid holidays, 5 sick days and a great vacation plan (within a year you can qualify for 25 days paid-time-off per year). AIS provides the opportunity to be part of a growing company, wherein you’re part of a team that works closely together and closely with the client. We have a fun and casual culture in which each team member can make a real impact. We believe working in a way that glorifies God, honors our families and delights our clients. And yes, there will be coffee (and pizza and donuts…). Come to be a part of a dynamic team that is #1 in the marketplace for all the right reasons.

Apprentice is a healthy and growing IT services firm providing highly developed software and hardware solutions to local government. At Apprentice our mission is to lift up local government with technology solutions. With over thirty years of experience in the industry, AIS understands the needs of local governments. Apprentice has about 50 employees and conducts business in counties and municipalities across Arkansas and Oklahoma. We have a casual ‘make-it-happen’ culture, and love to make work fun. We will provide all the training, tools and a great manager to bring you up to speed. We pride ourselves on being a one-stop shop when it comes to technology solutions for local government and can handle every aspect of an office’s technology needs, from running computer network wiring, providing and servicing computer hardware