BT Support Specialist II

Salary: $120,000 - 160,000 per year Requirements:

• We require a high school diploma and at least 5 years of experience supporting end-user technology in IT environments.
• We need a minimum of 5 years of customer service experience in computer technology.
• We look for strong written and verbal communication, organizational, and problem-solving skills.
• We expect the ability to work effectively with diverse personalities and multiple levels of management.
• We value a self-motivated, resourceful, dependable, and trustworthy approach.
• We require proficiency in troubleshooting desktop and laptop computers, mobile devices, Microsoft Windows, Microsoft Office, and other desktop software.
• We need experience supporting, installing, and configuring order entry applications.
• We expect the ability to use remote support tools to diagnose and resolve issues on offsite devices.
• We require availability for after-hours assistance and weekend on-call coverage as needed.

• We support the technical needs of our business technology infrastructure, including workstations, laptops, tablets, printers, network gear, telephones, backup devices, wireless access points, servers, storage, routers, switches, and related equipment.
• We train Support Specialist I associates and share knowledge with BT support technicians.
• We help develop policies and procedures that improve and streamline technology services across the enterprise.
• We participate in hardware roadmap planning and test new products for compatibility and performance.
• We serve as the local escalation point for IT support issues and coordinate resolution with Sysco Team Leads and BT Support Leads.
• We act as the local corporate IT contact, answering technology questions and coaching staff on submitting, prioritizing, and assigning service requests.
• We keep local leadership informed on technology trends, refresh cycles, spare inventory, antivirus status, patch compliance, upgrade initiatives, backups, and overall system health.
• We repair and support laptops, workstations, mobile devices, operating systems, and associated software.
• We coordinate enterprise workstation OS deployments and provide printer and peripheral support.
• We validate warranty and third-party onsite repair outcomes and provide secondary support to Communications and System Support technicians.
• We prioritize and manage support tickets through the enterprise ticketing system, including updates, escalation of aging cases, and trend tracking.
• We procure approved equipment, parts, and supplies through Corporate IT Purchasing.
• We ensure hardware and software standards, software license compliance, and current system security practices are followed.
• We image workstations using standard builds and keep discovery, antivirus, and patching agents up to date.
• We provide secondary onsite support and knowledge transfer to desktop/laptop support teams and Support Specialist I associates.
• We administer and support order entry applications.
• We assist with desktop relocations and maintain local printers, copiers, and fax connectivity, including toner replacement and third-party service coordination.
• We manage special projects such as product evaluations and planning sessions, and maintain reliable hot spare laptop and desktop systems.
• We train end users on how to use the enterprise ticketing system.
• We arrange proper disposal of retired computer equipment through approved recycling vendors.
• We deliver hands-on onsite support for infrastructure-supported devices.
• We provide telephone and mobile phone support, including voicemail, account administration, deployment, and replacement of devices.
• We assist with wireless access points, VPN connectivity, and company-issued mobile phones.
• We provide emergency after-hours and round-the-clock support when needed.

• Hardware
• Support
• Mobile
• Network
• Security
• VPN
• Windows
• Flow

More:

We are a technology-driven enterprise focused on maintaining reliable, secure, and efficient local IT services across our business facilities. In this role, you will serve as the local corporate IT representative, working closely with local management, support teams, and senior leadership to keep systems healthy, aligned with technology trends, and prepared for proactive refresh and compliance needs. This is a non-exempt position reporting to the Team Leader, IT Local Support Specialist, and it includes hands-on support, knowledge sharing, and occasional after-hours and weekend coverage to ensure timely resolution of critical issues.

last updated 38 week of 2026