IT Support Specialist II

📋 Description

• Serve as the escalation point for Tier 1 issues, providing advanced troubleshooting for hardware
• Resolve complex incidents related to Windows, macOS, Office 365, VPN, and business-critical
• Leverage ServiceNow for incident, request, and asset management, ensuring accurate documentation
• Document advanced resolutions and knowledge base articles for Tier 1 reference
• Collaborate with IT Operations, Security, and Engineering teams to resolve persistent or systemic
• Maintain a high level of customer satisfaction through effective communication and follow-up

🎯 Requirements

• A minimum of 3years in IT support in Tier 2 / advanced support or escalation role
• Proven experience troubleshooting and resolving complex technical issues across hardware, software
• Experience supporting enterprise environments with 200+ users preferred
• Proficiency in Windows and macOS administration, including advanced troubleshooting and
• Strong knowledge of Microsoft 365 administration (Exchange Online, Teams, SharePoint Online
• Hands-on experience with ServiceNow or equivalent ITSM platform for incident, request, and asset

🎁 Benefits

• Comprehensive medical, dental and vision plans for you and your dependents
• 401(k) Retirement Plan with Employer Match
• 529 College Savings Plan
• Health Savings Account
• Life Insurance
• Long-Term Disability