Job Description
Position Summary We are seeking a skilled and resourceful Level 2 IT Support Specialist to provide advanced technical assistance and serve as an escalation point for Level 1 support issues. This role involves diagnosing complex technical problems, maintaining IT infrastructure, and ensuring system reliability across hardware, software, and network environments. The ideal candidate demonstrates strong analytical skills, a collaborative mindset, and the ability to resolve issues efficiently while maintaining high user satisfaction. Job Details • Work Setup: Work from Home • Schedule: Monday to Friday | 8 AM to 5 PM MST or 9 AM to 6 PM MST • Holidays: Following US Holidays Key Responsibilities • Act as the escalation point for Level 1 IT Support, resolving advanced hardware, software, and network issues. • Troubleshoot and repair operating system, application, and connectivity problems across Windows and Mac environments. • Administer and maintain user accounts, permissions, and group policies in Active Directory, Microsoft 365, and other enterprise systems. • Support configuration and maintenance of servers, shared drives, and network devices (routers, switches, firewalls, printers, etc.). • Monitor system performance, backups, and security alerts to ensure optimal uptime and compliance. • Perform advanced installations, updates, and patches for software, drivers, and operating systems. • Assist with deployment and management of endpoint devices through tools like Intune, SCCM, or similar. • Collaborate with IT management to document known issues, standard operating procedures, and root cause analyses. • Provide guidance and mentoring to Level 1 Support staff to improve technical troubleshooting capabilities. • Participate in IT projects such as system upgrades, migrations, and infrastructure improvements. • Maintain accurate and detailed records of issues, resolutions, and configuration changes in the helpdesk system. • Ensure compliance with IT security policies, data protection standards, and company procedures. Qualifications • Bachelor’s degree in Information Technology, Computer Science, or related field (preferred). • 3+ years of experience in IT support or systems administration, with at least 1 year handling Level 2 responsibilities. • Strong working knowledge of Windows and/or Mac OS environments, Microsoft 365, and Active Directory. • Proficiency with network technologies and troubleshooting (TCP/IP, DNS, DHCP, VPN, VLANs, firewalls). • Experience managing and maintaining ticketing/helpdesk systems (e.g., ServiceNow, Zendesk, JIRA, Freshdesk). • Familiarity with endpoint management tools, system imaging, and remote support software. • Solid understanding of IT security principles and data protection best practices. • Excellent analytical, communication, and documentation skills. • Proven ability to work independently while coordinating effectively with cross-functional IT teams. Apply tot his job