IT Specialist II

MasTec Communications GroupMasTec Communications Group is a leading national infrastructure construction company operating throughout the United States. MasTec Communications Group performs both wireline and wireless communication services on a national scale. We are experts in cell tower construction, RF engineering, broadband fiber optic cable installation, OSP engineering, wireline construction, and emergency maintenance services. At MasTec you'll be joining a family, where we are dedicated to supporting each other and building an atmosphere of teamwork. As part of our team, your opportunities are limitless.IT Specialist IIThe IT Specialist II is responsible for providing advanced technical support and analysis for computer systems, applications, and peripheral issues within the organization. This position handles escalated support requests, identifies and implements long-term solutions, and contributes to continuous service improvement efforts. In addition, you will:Handles advanced technical issues escalated from Level I staff; provides guidance on complex problem-solvingLogs, assigns, updates, and resolves incidents and service requests in the Incident Management System (ServiceNow) with high accuracy and efficiencyTargets a high first-contact resolution rate by applying deep technical expertise and knowledge of enterprise systemsPrioritizes and resolves issues related to Microsoft Office, Windows OS, remote access tools, and enterprise applications with minimal supervisionResponds to and completes service requests such as password resets, user provisioning, access requests, printer mapping, and other operational support tasks with a high level of accuracy and attention to detailReviews and updates request workflows and documentation to reflect current processes and improve efficiencyInvestigate root causes of recurring incidents; designs and implements preventive measures to reduce service desk volumeIdentifies areas of improvement in processes, technologies, and workflows; proactively recommends solutionsDevelops scripts, automation, or standard operating procedures to reduce manual work and increase consistencyMonitors ServiceNow and system dashboards for patterns or trends that could indicate emerging issuesEscalates potential widespread or critical issues before user impact occursParticipates in problem reviews and change control meetings to ensure service continuityDelivers empathetic, professional, and solutions-oriented support to all users, including during high-stress or emotionally charged interactionsMaintains regular communication with users throughout the incident lifecycle, especially for escalated or delayed issuesPromotes a positive image of the IT Service Desk through consistent, high-quality service and communicationParticipates actively in cross-functional I&O team meetings to stay aligned on changes, incidents, and service delivery goalsReviews ITS morning meeting outputs and evaluates their potential impact on user support or service desk operationsActs as a liaison between the service desk and other IT functions, communicating user feedback and systemic issuesAssists in training and mentoring Level I technicians to improve team skill level and consistencyContributes to and maintains the internal knowledge base with solutions, workarounds, and troubleshooting guidesProvides input on service desk metrics, SLA reporting, and service improvement initiativesKeeps peers and end users informed of known issues, service outages, change implementations, and resolution progressDocuments all troubleshooting steps and resolutions clearly and thoroughly in the ticketing systemMaintains awareness of updates and changes in the IT environment and communicates relevant information to stakeholdersStays current with industry trends, technologies, and support best practices relevant to the supported environmentCompletes technical and interpersonal development training to continuously improve performance and service qualityThis is a hybrid position with 3 days in office and 2 remote; schedule is subject to the manager's discretion. Compensation of $27 per hour, depending on the experience.Financial Security: 401(k) with company matchEmployee Stock Purchase Plan (ESPP)Life insuranceShort-term and Long-term disabilityHealth and Wellness: Medical, dental, and vision insuranceDependent care and medical flexible spending accountsEmployee Assistance Program (EAP)Work/Life Balance: Paid time offPaid holidaysFamily and medical leavePaid sick timeWe meet your commitment with competitive pay and benefits. If this sounds like you, let's talk. Build your career with MasTec! MasTec, Inc. is an equal employment opportunity employer. The Company's policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, sexual orientation, gender identity, religion, national origin, age, disability, genetic information, military status, or any other consideration made unlawful by applicable federal, state, or local laws. The Company also prohibits harassment of applicants and employees based on any of these protected categories. It is also MasTec's policy to comply with all applicable state, federal and local laws respecting consideration of unemployment status in making hiring decisions.