IT Support Specialist II

PBS Radiology Business Experts

Technical Role Summary

This role provides frontline and technical support for PBS infrastructure, end-user computing, and business applications. The IT Support / Application Support Specialist is responsible for independently resolving a high percentage of incidents while strictly following documented procedures, security controls, and escalation paths. The role serves as the technical intake point between users and Tier 2/3 teams, ensuring issues are accurately diagnosed, reproducible, and fully documented prior to escalation.

Core Technical Responsibilities

Serve as primary intake for IT incidents and service requests via phone, email, and ticketing system
Perform structured troubleshooting using documented workflows and root-cause isolation techniques
Resolve Windows OS issues including profile corruption, OS configuration, patching, and driver-related problems
Support endpoint hardware (desktops, laptops, printers, scanners, peripherals) including break/fix replacement
Administer Active Directory objects (users, groups) following least-privilege standards
Create, modify, disable, and audit Microsoft 365 user accounts, mailboxes, licenses, and group memberships
Troubleshoot Microsoft 365 services (Outlook connectivity, Teams issues, OneDrive sync, SharePoint access)
Perform basic network diagnostics (IP configuration, DNS resolution, gateway reachability, latency symptoms)
Use RDP and approved remote support tools for endpoint and application troubleshooting
Deploy and image workstations using standard build procedures and deployment tools
Install, update, and license approved software packages
Maintain accurate CMDB/asset records and ticket documentation
Identify recurring incidents and potential systemic issues and escalate with supporting evidence
Execute limited, predefined SQL tasks (read-only queries or controlled updates) in approved environments only

Imagine Application Support Responsibilities

Serve as initial technical contact for Imagine application incidents and service requests
Differentiate between user workflow errors, configuration/data issues, and system-level problems
Apply documented fixes and known workarounds for common Imagine issues
Collect detailed diagnostics (logs, screenshots, timestamps, reproduction steps, user context)
Escalate to Tier 2/3 internal teams or vendor support per established escalation procedures
Track escalations and communicate status updates to stakeholders

Required Technical Experience

5+ years of hands-on IT support or application support experience
Advanced Windows OS administration and troubleshooting skills
Strong experience with Active Directory and access management
Enterprise Microsoft 365 administration and support experience
Experience working in structured, ticket-driven support environments
Strong understanding of escalation thresholds and operational boundaries

Preferred Technical Skills

Experience supporting small to mid-sized enterprise networks
Working knowledge of TCP/IP, DNS, DHCP, and client-server architecture
Read-only or controlled SQL experience
Familiarity with ITIL incident and problem management practices
A+, Microsoft, or equivalent technical certifications

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Vacancy posted 5 days ago

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