IT Support Specialist - II

Provide Level II technical support for employees, helpdesk operations, IT assets, and the company’s on-premises and cloud technology environment. Support reliable and secure operation of endpoints, business applications, networks, and server infrastructure under the direction of the IT Director.

COMPANY GENERAL POLICY AND PROCEDURE

• Attendance: Is punctual and present. Will request time off in accordance with policy. Will document time worked and reasons for tardiness/absence or leaving early according to office policy.

• The requirements listed below are representative of the knowledge, skill, and/or ability required. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The competence of the employee in performing his or her job duties will be demonstrated, maintained, and improved on an ongoing basis.

• The statements contained in this position description reflect the general duties considered necessary to describe the principal functions of the job as identified, and shall not be considered a detailed description of all the work requirements that may be inherent in the position.

Job Responsibilities

• Provide hands-on support for Windows desktops and laptops, peripherals, business applications, and network connectivity.

• Resolve routine and escalated helpdesk issues through desk-side and approved remote support; escalate complex infrastructure or security issues to the IT Director or appropriate vendor.

• Document troubleshooting, resolutions, and incident updates in the ticketing system; maintain support procedures and knowledge articles.

• Support Microsoft 365 applications and services, including Outlook, Exchange Online, Teams, SharePoint, OneDrive, and Office applications.

• Administer approved user accounts, groups, and access permissions in Active Directory and Microsoft Entra ID; assist with onboarding, offboarding, password resets, and multifactor authentication.

• Assist with device enrollment, application deployment, patching, encryption, and compliance troubleshooting using Microsoft Intune and approved endpoint management tools.

• Support Windows Server services, including Group Policy, DNS, DHCP, file shares, and Remote Desktop Services, including RD Gateway and Connection Broker.

• Troubleshoot wired and wireless networks, TCP/IP, VLANs, switches, firewalls, and approved VPN or Zero Trust remote access connections.

• Assist with endpoint protection, email security, and web security tools; identify and promptly escalate suspected threats or security incidents.

• Follow company requirements for confidentiality, protection of patient and business information, secure data handling, and approved access.

• Assist with physical and virtual server maintenance, storage troubleshooting, backup monitoring, and recovery testing as assigned.

• Install, configure, replace, and maintain computers, peripherals, network equipment, and cabling; maintain accurate hardware and software inventory records.

• Support cloud-based phone systems, headsets, collaboration tools, and conference room equipment.

• Provide application access and connectivity support for company business and healthcare systems; coordinate application-specific issues with vendors.

• Assist with approved PowerShell scripts and routine automation; follow documented procedures and change approval requirements.

• Communicate clearly with technical and nontechnical staff, provide timely status updates, and explain solutions in understandable terms.

• Coordinate with vendors and service providers, assist with technology upgrades, and recommend practical service improvements.

Financial Management

• Work within approved budget; uses cost saving measures; contributes to profits and revenue.

• Receive all appropriate approvals (e.g., purchase orders, expense reports) for incurred expenses

• Write and submit purchase order through appropriate approval processes

Customer Service

• Interact with all visitors and fellow employees in a mature, responsible, courteous manner to ensure a positive and professional environment. Responds promptly to customer and coworker needs, and continually strives to improve service.

• Maintain sensitive information in a confidential and professional manner.

Associate’s Degree (A.A.) or equivalent from two-year college or university; or two to four years related experience and/or training; or equivalent combination of education and experience., Strong customer service, troubleshooting, documentation, and communication skills; ability to explain technical issues in plain language.

• Working knowledge of Windows, Microsoft 365, Active Directory, Microsoft Entra ID, endpoint management, and network troubleshooting.

• Ability to prioritize support requests, follow technical procedures, work independently within assigned permissions, and recognize when escalation is needed.

PHYSICAL REQUIREMENTS

While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to sit and use hands and fingers, handle, type, or feel. The employee is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and distance vision.

Machines Equipment and Software Used

Equipment: Desktop and laptop computers, monitors, docking stations, servers, storage devices, switches, firewalls, wireless access points, patch panels, network cabling, printers/copiers, IP phones, headsets, and conference room equipment.

Software and platforms: Windows and Windows Server; Microsoft 365; Active Directory and Microsoft Entra ID; Microsoft Intune; VMware virtualization; helpdesk, remote support, endpoint protection, email and web security, backup, and cloud phone tools.

Environmental Conditions

Indoor climate-controlled environment; occasional exposure to outdoor climate. Moderate to quiet noise level., * Help desk: 1 year (Required)

• Windows: 1 year (Preferred)

In a full-time permanent position, you will be able to participate in our company benefit program which includes:

• Group benefits include medical, dental, vision, company paid $25k life with the option to add more voluntary life insurance coverage for employee and their family, STD, company paid LTD, 401k, and a variety of supplemental coverages such as hospital, cancer, legal, etc. available to the employee and their family.
• Employee funded HSA program.
• Paid Time Off ranging from 5-28 days depending on length of service.
• Profit Sharing Bonus Program
• 100% Employer Paid Pension Plan after 5 years

Employer Sponsored Wellness Program with access to company gym and locker rooms in Houston offices

Job Type: Full-time

Pay: $50,000.00 - $62,000.00 per year, * 401(k)

• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance