IT Support Specialist - L2 (Hawaii)

IT Support Specialist - L2 (Hawaii)

Department : Managed Services

Employment Type : Full Time

Location : IronOrbit - Honolulu

Compensation : $33.00 - $40.00 / hour

Description

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The Hybrid Tier 2 IT Support Specialist provides both on-site and remote technical support to clients. This role involves responding to client issues, incidents, and service requests, as well as monitoring event alarms remotely or onsite. The specialist documents, tracks, and monitors problems using an ITSM ticketing system to ensure customer Service Level Agreements (SLAs) are met. Adherence to all department processes and procedures (SOPs) is expected.

Key Responsibilities

On-site :

• Provide advanced technical support for escalated end-user issues, including hardware, software, and peripheral troubleshooting.
• Set up and configure desktops, laptops, mobile devices, monitors, printers, and other office technology.
• Diagnose and resolve intermediate network problems (e.g., connectivity, DNS, VLANs); coordinate with Tier 3 for complex issues.
• Perform onsite installations and upgrades of operating systems, applications, and security patches.
• Manage user accounts in Active Directory, Microsoft 365, and other systems; handle access requests, MFA support, and onboarding / offboarding tasks.
• Respond to and resolve support tickets in the IT service management (ITSM) platform; ensure accurate documentation and timely follow-up.
• Maintain and track IT assets; update inventory records and manage warranty returns or repairs.
• Support audiovisual systems and video conferencing tools in meeting spaces.
• Conduct preventive maintenance on local IT infrastructure to avoid service disruptions.
• Act as a liaison between end users and remote IT teams, ensuring clear communication and prompt issue resolution.
• Participate in IT projects including deployments, office moves, and system migrations.

Remote :

Skills, Knowledge & Expertise

Technical Skills :

Experience :

Education