IT Support Specialist Level 2

Job Description Job Description IT Support Specialist II

Reports to: Service Desk Supervisor Work Arrangement: Primarily on-site and field-based Compensation: $24.00–$36.50/hour (based on experience)

Role Summary
The IT Support Specialist II is a senior, on-site technical support role responsible for resolving issues that Tier 1 cannot, providing hands-on client support, and serving as a bridge between the Service Desk, Projects, and Alignment teams.
This role exists to own complex troubleshooting end-to-end, act as a reliable on-site presence for clients, and improve the overall effectiveness of Tier 1 by resolving root causes and strengthening documentation.

Tier 2 technicians are expected to work independently, make sound technical judgments, and represent the company confidently in client environments.

What This Role Is (Clarifying Early)
· On-site technical support role
· Escalation point for Tier 1 after defined time limits
· Hands-on execution role, not a design authority
· Trusted technician working directly with clients

· Key contributor to projects and continuous improvement

What This Role Is Not
· Not a Tier 1 or entry-level support role
· Not a purely remote position
· Not a senior architect or Tier 3 role

· Not a role that passes work back down to Tier 1

What You’ll Spend Most of Your Time Doing
· Resolving issues escalated from Tier 1 that cannot be completed within 20–30 minutes
· Providing on-site support at client locations, including:
o Hardware installs and replacements
o Network and peripheral troubleshooting
o Server and infrastructure support
· Acting as the on-site technical face of the company for clients
· Owning issues through resolution and documenting fixes clearly
· Updating documentation so similar issues can be resolved at Tier 1 in the future
· Assisting with projects and executing project-related technical work
· Reviewing environments and identifying improvement opportunities

· Rotating through after-hours on-call support with other technicians

Core Responsibilities
· Serve as the escalation point for unresolved Tier 1 issues
· Independently troubleshoot and resolve:
o Server-related issues
o Networking and connectivity problems
o Firewall and security-related changes (execution-focused)
o Backup recovery
· Perform on-site installations, swaps, and equipment deployment
· Communicate effectively with users at all levels, from frontline staff to executives
· Coordinate with Service Desk Supervisors for oversight and prioritization
· Execute approved changes routed through appropriate departments

· Document root cause, resolution steps, and preventive recommendations

Technical Expectations
A successful IT Support Specialist II can independently handle:
· Active Directory administration and troubleshooting
· Microsoft 365 administration and support
· Server and infrastructure troubleshooting
· Network and firewall-related changes
· Backup validation and recovery support

· Security-related troubleshooting and response (execution-focused)

Required Skills & Experience
· Prior experience as a Tier 2 technician or equivalent
· Strong troubleshooting and problem-solving skills
· Ability to work independently in client environments
· Comfort making technical decisions within defined guardrails
· Strong documentation habits
· Professional, confident client communication skills

· Valid driver’s license and ability to use personal vehicle for on-site work (mileage reimbursed; vehicle wrap options available)

Metrics & Expectations
Success in this role is measured by:
· Time to resolution
· Quality and durability of fixes
· Reduction of repeat issues
· Improvement in Tier 1 effectiveness through documentation
· Client confidence and satisfaction

· Internal team feedback

Projects & Cross-Team Work
· Assist with project execution as needed
· Provide technical input during project review and scoping
· Support Alignment and Project teams with implementation

· May act as a project execution resource depending on project size and complexity

On-Call & Schedule
· Primarily on-site during business hours
· Rotate through after-hours on-call support

· Work schedule may vary based on client needs and project requirements

The Environment You’re Entering
· MSP environment with diverse client needs
· Strong collaboration between Service Desk, Projects, and Alignment
· Clear escalation boundaries and expectations
· Opportunity to grow technically and professionally
· A role where ownership and follow-through matter