Tech Support Specialist II

Description

TECH SUPPORT SPECIALIST II
Position Summary

The Tech Support Specialist II provides advanced technical support and serves as an escalation resource for complex technology issues. This position is responsible for troubleshooting enterprise-level hardware, software, mobile device, and technology-related issues while assisting with system administration tasks, technology projects, process improvements, and mentoring support staff.
Essential Duties and Responsibilities

• Provide advanced technical support for hardware, software, networking, telecommunications, and mobile device issues.
• Serve as an escalation point for incidents and service requests that cannot be resolved through frontline support.
• Perform root cause analysis and develop long-term solutions for recurring technical issues.
• Troubleshoot and resolve advanced operating system, application, and connectivity problems.
• Assist with system administration functions including account management, permissions management, device management, software deployment, and system maintenance.
• Support endpoint management solutions, patch management processes, software distribution, and device compliance initiatives.
• Develop, maintain, and improve technical documentation, support procedures, and knowledge base articles.
• Train, mentor, and provide technical guidance to Tech Support Specialists and other support personnel.
• Assist in planning and implementing technology upgrades, deployments, migrations, and technology initiatives.
• Coordinate with vendors, service providers, and internal stakeholders to resolve technical issues and support organizational objectives.
• Monitor technology systems and recommend improvements that enhance reliability, security, performance, and operational efficiency.
• Evaluate, test, and assist in implementing new technologies and technical solutions.
• Participate in after-hours support, maintenance activities, and on-call responsibilities as assigned.
• Perform other duties as assigned.

Knowledge, Skills, and Abilities

• Advanced knowledge of Microsoft Windows operating systems and enterprise applications.
• Advanced troubleshooting skills involving hardware, software, networking, telecommunications, and mobile devices.
• Knowledge of Microsoft 365 administration, Entra ID administration, endpoint management platforms, and enterprise technology environments.
• Ability to independently analyze, diagnose, and resolve complex technical issues.
• Strong analytical, organizational, and problem-solving skills.
• Ability to manage multiple priorities and projects with minimal supervision.
• Strong written and verbal communication skills with the ability to explain technical concepts to non-technical users.
• Ability to mentor, coach, and provide technical guidance to junior team members.
• Knowledge of IT service management principles, ticketing systems, and technical documentation practices.
• Understanding of cybersecurity best practices, organizational policies, and data protection standards.

Minimum Qualifications
Education

• Associate degree in Information Technology, Computer Science, or related field preferred.
• Equivalent combination of education, training, and experience may be considered.

Experience

• Three (3) to five (5) years of progressively responsible experience providing technical support in an enterprise technology environment.

Certifications

• Relevant technology certifications are preferred but not required.