IT Support Specialist II

Job Description

Job Description

We are looking for an IT Support Specialist II to provide dependable technical support and hands-on endpoint assistance for employees in Virginia Beach, Virginia. This contract opportunity with potential for a permanent role is ideal for someone who enjoys solving user issues, maintaining reliable device operations, and supporting core Microsoft and identity administration tasks. In this role, you will manage incoming support requests, contribute to system stability and security monitoring, and help keep IT processes and documentation current.

Responsibilities:
• Manage the daily support queue by assessing incoming issues, documenting activity, resolving Tier 1 and Tier 2 requests, and closing tickets within defined service expectations.
• Record all support interactions, including direct and walk-up requests, in the ticketing system so work can be prioritized, tracked, and reported accurately.
• Troubleshoot user-facing technical problems involving computers, software, printers, peripherals, connectivity, and account access, escalating more complex matters with complete notes when needed.
• Prepare, deploy, maintain, repair, and track inventory for workstations, mobile devices, printers, and related equipment across the organization.
• Carry out assigned administration tasks in Active Directory, Microsoft 365, and Entra ID, including account setup, group updates, licensing changes, onboarding, offboarding, and access management.
• Perform approved patching and update activities for workstations and servers, review backup results each day, and raise any failures or exceptions for further action.
• Monitor endpoint, backup, system, and security alerts, complete initial troubleshooting, and escalate suspicious activity or policy concerns to the appropriate technical lead.
• Create and update knowledge articles, runbooks, support procedures, hardware records, and recurring service trend reports to improve operational visibility and consistency.
• Assist with network and infrastructure troubleshooting, backup and recovery exercises, and evaluation or user support for approved technologies such as Microsoft Copilot.
• Travel occasionally to satellite offices as needed to provide onsite technical support and related IT assistance.• At least 2 years of experience providing Tier 1 and Tier 2 IT support in a help desk or desktop support environment.
• Working knowledge of troubleshooting connectivity issues, endpoint hardware, software installations, peripheral devices, and user access problems.
• Familiarity with Active Directory, Microsoft 365, and Entra ID administration, including account provisioning, group management, and licensing support.
• Understanding of endpoint protection, multi-factor authentication, and standard security practices such as least-privilege access.
• Ability to follow established SOPs, maintain accurate technical documentation, and capture complete ticket details for support activity.
• CompTIA A+ certification or comparable foundational technical support knowledge is preferred.
• Exposure to tools and user support related to Microsoft Copilot or similar approved productivity technologies is a plus.