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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Specialist - **Company:** KDC Partners, LLC - **Location:** Philadelphia, PA, United States - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Apple Mac Systems, Software Applications, Program Optimization, CompTIA Network+, Dynamic Host Configuration Protocol, Linux, Domain Name System (DNS), Monitoring of Systems, Hyper-V, Issue Tracking Systems, Network Troubleshooting, Network Protocols, Windows PowerShell, Remote Desktop Services, Systems Integration, TCP/IP, Virtualization Technology, Scripting, Computer Networking Systems, Information Technology, Patch Management, User Administration, Vmware - **Published:** June 20, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=d48c2bf55dfac867 ## About the Role Do you have experience in Ticketing system technical support?, * Proven experience in an IT support role, ideally at an L2 or equivalent level. * Strong troubleshooting skills for hardware, software, and network systems. * Proficiency in IT service management (ITSM) tools and ticketing systems. * Familiarity with operating systems (Windows, macOS, Linux) and network protocols (TCP/IP, DNS, DHCP). * Experience with Active Directory, user account management, and group policies. * Strong communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical users. * Ability to work in a collaborative, fast-paced environment while managing multiple priorities., * Certifications such as CompTIA Network+, CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or ITIL Foundation. * Experience with remote desktop support and virtualization technologies (e.g., VMware, Hyper-V). * Experience in scripting or automation (e.g., PowerShell). * Familiarity with security protocols, patch management, and endpoint protection systems. ## Description Position Summary: The IT Support Specialist is responsible for providing second-level technical support to end-users, resolving more complex issues that are escalated from the first level of support. This role involves handling advanced troubleshooting, performing system diagnostics, and collaborating with higher-level support teams to ensure timely issue resolution. The IT Support Specialist also plays a critical role in maintaining the performance and functionality of IT services and infrastructure while enhancing the overall user experience., * Provide second-level support for escalated hardware, software, and network issues. * Perform in-depth troubleshooting and diagnostics to resolve complex technical issues. * Work closely with L1 support teams to ensure smooth escalation of unresolved issues. * Assist with the configuration, maintenance, and optimization of IT systems and infrastructure. * Collaborate with the IT Support Analyst (L3) and other technical teams to escalate critical issues and develop long-term solutions. * Monitor system performance, identifying recurring issues, and recommending improvements or updates. * Assist with patch management, system updates, and routine maintenance activities. * Provide user support for advanced software applications, networking configurations, and system integrations. * Document troubleshooting processes and resolutions to build the knowledge base for L1 support and future reference. * Train and mentor L1 support staff to improve their technical skills and problem-solving abilities., * High resolution rate of escalated support issues within service level agreements (SLAs). * Effective collaboration with both L1 and L3 support teams to ensure seamless service delivery. * Accurate and detailed documentation of troubleshooting steps and solutions for future reference. * Positive feedback from users regarding the quality and timeliness of support services. Scope of Work: * Handle escalated support requests from L1 support (IT Support Associate) and provide advanced troubleshooting. * Engage with L3 support (IT Support Analyst) and other specialized teams for complex, critical issues. * Contribute to system optimization and routine IT maintenance, ensuring performance and reliability. * Participate in technical training and continuous development to stay current with new technologies and best practices. Reporting/Collaboration: * Reports to: Director of IT Services or relevant IT Manager * Collaborates with: IT Support Associate (L1), IT Support Analyst (L3), infrastructure teams, and other IT specialists., * Office environment with normal business hours necessary to satisfactorily perform job functions. * Stationary Position - Must be able to remain in a stationary position up to 50% of the time. * Move or Traverse - This position needs to occasionally move about inside the office to access file cabinets, meeting rooms, office machinery, etc. May occasionally ascends/descends the stairs to get to other floors, cafeteria and parking area. * Dexterity - constantly operates a computer and other office machinery such as a copy machine/printer. * Move, Transport, Position, Put, Install, Remove - Occasionally moves supplies weighing up to 10 pounds for various presentation and event needs. * Communicate, Detect, Converse with, Discern, Convey, Express oneself, Exchange information - The ability to communicate information and ideas so others will understand. 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