IT Support Specialist II

The IT Support Specialist II is a hands-on technical contributor responsible for delivering end-user technology support across the organization. This role handles the full range of front-line support requests, from password resets and hardware setup to moderately complex desktop, application, and connectivity issues, and supports IT onboarding, offboarding, and asset management activities. The IT Support Specialist II works under the direction of the Director of IT, follows established IT processes, and collaborates with the Engineering track to escalate issues and support project deployments., * End-User Support & Service Delivery:

• Serve as a first point of contact for IT support requests, providing timely Tier I and Tier II assistance via the ITSM ticketing system, email, and phone.
• Diagnose and resolve hardware, software, and connectivity issues across desktops, laptops, mobile devices, printers, and peripherals.
• Escalate complex or infrastructure-level issues to the Engineering track with appropriate context and documentation.
• Provide attentive support to executive and VIP users, ensuring high-priority issues are handled promptly and professionally and escalating to the Director of IT when senior attention is required.

* Onboarding & Offboarding:

• Execute the IT onboarding process for new employees, including device provisioning, account setup, application access, and technology orientation.
• Perform IT offboarding procedures for departing employees in coordination with HR and the Director of IT, ensuring timely access revocation and equipment recovery.
• Follow the established IT onboarding and offboarding checklists and procedures, providing feedback to the Director of IT to support continuous improvement.

* Asset & Inventory Management:

• Maintain accurate records of all IT assets in the asset management system, including hardware, peripherals, and assigned accessories.
• Stage, image, and deploy new equipment for users, coordinating logistics for remote locations as needed.
• Track equipment returns, surplus, and disposal in accordance with IT asset management procedures.

* Process & Documentation:

• Follow established IT support intake processes, ensuring all requests are routed and documented through the appropriate channels.
• Maintain clear, accurate documentation of recurring issues, solutions, and user-facing procedures in the IT knowledge base.
• Contribute to SOP development and process improvement efforts as directed by the Director of IT.

* Security Awareness & Compliance:

• Reinforce security awareness among end users, including phishing identification, acceptable use, and device security practices.
• Ensure endpoint compliance with IT policies.
• Support IT security initiatives as directed.

• 2-4+ years of hands-on experience in IT support or helpdesk roles, with demonstrated proficiency in diagnosing and resolving desktop, application, and connectivity issues.
• Strong working knowledge of Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive) and Windows 10/11 endpoints.
• Experience with IT ticketing and ITSM platforms; familiarity with asset management principles and practices.
• Ability to manage multiple open issues simultaneously, prioritize effectively, and communicate clearly with non-technical users.
• Demonstrated reliability, professionalism, and attention to detail in a customer-facing support environment.
• Associate’s degree in Information Technology or a related field, or equivalent work experience.
• CompTIA A+, CompTIA Network+, or Microsoft 365 Fundamentals certification is a plus but not required.
• Familiarity with ITIL, ITSM, and ITAM principles and best practices is a plus but not required.

Working Conditions

• Normally seated with freedom of movement on a regular basis, operating office machines and handling light materials and supplies.

• Normal exposure to an office environment; occasional exposure to a warehouse or light industrial environment.
• Ability to lift up to 25 lbs.
• May spend extended periods operating a desktop computer, requiring hand-eye coordination and finger dexterity, and communicating face-to-face, on the telephone, and in writing.
• Periodic physical activity may be required, including walking, climbing, bending, standing, pushing, pulling, lifting, and stooping.
• Occasional travel to company sites may be required.