Level 2 IT Support Specialist

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.