Level 2 IT Support Specialist

Bachelor’s degree in Information Technology, Computer Science, or related field (preferred) 3+ years of experience in IT support or systems administration At least 1 year handling Level 2 responsibilities Strong working knowledge of Windows and/or Mac OS environments Strong working knowledge of Microsoft 365 Strong working knowledge of Active Directory Proficiency with network technologies and troubleshooting (TCP/IP, DNS, DHCP, VPN, VLANs, firewalls) Experience managing and maintaining ticketing/helpdesk systems Familiarity with endpoint management tools Familiarity with system imaging Familiarity with remote support software Solid understanding of IT security principles Solid understanding of data protection best practices Excellent analytical skills Excellent communication skills Excellent documentation skills Proven ability to work independently Proven ability to coordinate effectively with cross-functional IT teams

Act as escalation point for Level 1 IT Support Troubleshoot and repair operating system, application, and connectivity problems Administer and maintain user accounts, permissions, and group policies Support configuration and maintenance of servers and network devices Monitor system performance, backups, and security alerts Perform advanced software, driver, and OS installations, updates, and patches Assist with deployment and management of endpoint devices Collaborate to document issues and procedures Provide guidance and mentoring to Level 1 Support staff Participate in IT projects Maintain accurate helpdesk records Ensure compliance with IT security policies