IT Field Support Specialist II

Griffin Resources is hiring an IT Field Support Specialist II for one of our clients in the Bay Area.

Role Overview:
This position is a mid-level role with over two to four years of experience and a strong technical aptitude. This person is a good communicator and a person who can manage a client well and build a good relationship with them. The pace and demands in this role are usually much greater than level 1. They should be prompt and know the importance of communicating timelines and progress to clients. This person will be involved in projects and should be skillful at pre-project work, scoping, and briefings with each client on each project. They should then be capable of solving problems in complex environments rich in Servers, Internetworking, VPN's, firewalls, backup systems and more. The more truly capable the engineer is in all these areas, the higher the utility value.

Key Responsibilities:
- Deliver high-quality technical support and service to business clients across a variety of environments.
- Build and maintain strong working relationships through responsive communication and reliable follow-through.
- Represent the organization professionally in all client and team interactions.
- Accurately track daily work activities, time allocation, and completed tasks.
- Create and maintain technical documentation, including infrastructure diagrams, system configurations, and support procedures.
- Plan, coordinate, and complete infrastructure projects while meeting established timelines and project objectives.
- Collaborate with senior technical staff on larger implementations, migrations, and strategic initiatives.
- Travel to customer locations as needed to perform installations, maintenance, troubleshooting, and project work.
- Participate in a rotating after-hours support schedule and respond to critical incidents when assigned.
- Manage support requests from initial diagnosis through resolution, ensuring timely updates and customer satisfaction.
- Deploy, administer, and support Microsoft 365, cloud services, virtual desktop solutions, Windows servers, and network infrastructure.
- Manage user accounts, security groups, permissions, email systems, remote access technologies, and directory services.
- Implement and maintain backup and recovery solutions, perform data restoration activities, and support business continuity initiatives.
- Assist with infrastructure upgrades, system optimization efforts, and technology refresh projects.
- Investigate complex technical issues, identify root causes, and implement sustainable solutions.
- Take ownership of assigned work, maintain attention to detail, and ensure issues are fully resolved before closure.

Qualifications & Experience:
- A valid driver’s license is required as an essential function of this role involves regular travel to client sites, which cannot be reasonably accommodated by other means.
- Strong experience supporting Windows and macOS endpoints in business environments.
- Hands-on experience administering Microsoft 365 services, including user management, email, collaboration tools, and identity services.
- Working knowledge of Microsoft server platforms and cloud-based infrastructure solutions.
- Understanding core networking concepts, including IP addressing, DNS, DHCP, routing, wireless connectivity, and network troubleshooting.
- Familiarity with business network environments, including switches, wireless infrastructure, security appliances, and structured cabling.
- Experience supporting remote connectivity solutions, secure access technologies, and hybrid work environments.
- Knowledge of backup, disaster recovery, and business continuity best practices.
- Ability to troubleshoot issues across desktops, servers, cloud platforms, and network infrastructure.
- Experience supporting virtualization technologies and remote desktop environments is preferred.
- Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
- Ability to manage multiple priorities while maintaining excellent customer service and follow-through.
- Comfortable participating in an on-call rotation and responding to urgent support requests when necessary.
- Proven ability to work independently while collaborating effectively with technical teams.
- Experience estimating effort, documenting solutions, and contributing to infrastructure or client-facing projects.
- Relevant technical certifications and/or formal IT education are preferred.
- Demonstrated commitment to professional growth, accountability, and delivering high-quality support.

Total Compensation: The total compensation range for this position is $80,000–$100,000 annually