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# IT Support Specialist - Tier II

- **Company:** The Gund Company
- **Location:** Amsterdam, NY, United States
- **Salary:** $62,400.0
- **Contract:** Permanent contract
- **Skills:** Multitier Architecture, Microsoft Windows, Issue Tracking Systems, Microsoft Office, Windows Servers, Network Connections, Server Administration
- **Published:** June 13, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=4304579662d50217

## About the Role

Do you have experience in Windows Server administration?

## Description

The IT Helpdesk Specialist Tier II will provide advanced Tier II technical support for onsite and remote users to ensure timely and effective resolution of hardware, software, and network-related issues. Serve as an escalation resource for complex incidents, perform in-depth troubleshooting, and support system stability and performance. Monitor support tickets, document solutions, and analyze recurring issues to contribute to continuous service improvement while delivering strong customer experience., * Provide advanced troubleshooting and resolution onsite for hardware, software, network connectivity, and system issues

 * Respond to escalated Tier II incidents and ensure timely resolution
 * Manage and resolve assigned support tickets within defined service levels
 * Monitor ticket queues and prioritize workload to maintain efficiency and responsiveness
 * Document issues, troubleshooting steps, and resolutions accurately within the ticketing system
 * Identify recurring issues and contribute to proactive solutions to reduce incident volume
 * Collaborate with Tier I support, infrastructure teams, and other departments as needed
 * Support and maintain systems including Microsoft Windows OS, Microsoft Office, networking, server maintenance, and ERP systems


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