Information Technology Support Specialist

The IT Support Specialist II provides advanced technical support for end-users, systems, hardware, and applications. This role serves as an escalation point for Tier I support, performs more complex troubleshooting, and assists with maintaining the organization’s IT infrastructure. The Specialist II works both independently and collaboratively to ensure high system availability and deliver an excellent support experience.

Key Responsibilities

• Provide Tier II technical support for desktops, laptops, mobile devices, printers, and other peripherals.
• Troubleshoot and resolve intermediate to advanced issues related to operating systems (Windows / macOS), software, and networking.
• Respond to service tickets in a timely manner and document troubleshooting steps and resolutions.
• Serve as an escalation point for Tier I technicians and mentor junior support staff.

Qualifications