Technical Support Specialist I or II DoQ

Reports To: Technical Support Specialist – Lead  

Status: Full-Time, Non-Exempt

Location / Travel: Tri-Cities, WA – office and client sites (local travel required) 

The Technical Support Specialist I is the entry point into IT Haven's support team. This role delivers Tier 1 troubleshooting and hands-on client support under the direct guidance of a Lead or more senior technician, while learning IT Haven's tools, documentation standards, and client-facing service expectations. This is a client-facing role model. You will be on site with clients regularly, representing IT Haven directly.  

Technical Support Specialist II

Key Responsibilities  

• Diagnose and resolve Tier 1–2 issues across workstations, iPads and other mobile devices, client-server applications, cloud applications, and network devices with minimal supervision.  
• Own the full lifecycle of incidents and tasks, including prioritization against SLAs, client communication, and root-cause documentation before closing.  
• Install, configure, and troubleshoot routers, switches, firewalls, and wireless access points/switches, this level makes configuration changes, not just first-pass triage.  
• Install, configure, and troubleshoot VoIP phone systems for client sites — handsets, extensions, call queues, and auto-attendants.  
• Manage backup jobs and appliances, including test restores and remediating job failures.  
• Administer on-prem Active Directory (users, groups, OUs, basic Group Policy) and Microsoft Entra ID (Azure AD) account provisioning, license assignment, and group-based access — for assigned clients.  
• Assist with cloud migration projects — mailbox, file share, and Teams/SharePoint moves — under the direction of a Lead or Senior technician.  
• Author and maintain documentation — best practices, known fixes, and client-specific configurations — so the whole team benefits from what you learn.  
• Build and tune RMM monitors and automation scripts within IT Haven's established standards.  
• Create and remove per-user and per-recipient, allow and block entries within established standards, and document the business justification for each in the ticket.  
• Triage email security false positives and false negatives — confirm sender authentication (SPF/DKIM/DMARC) results before allowing-listing, and escalate any request that would require a tenant-wide or domain-level exception to a Lead.  
• Own asset management for assigned accounts, including tracking, audits, and recovery at client and jobsite locations.  
• Serve as an IT liaison during the preconstruction phase and throughout a project's lifecycle for construction and field-services clients, recommending solutions that fit IT Haven's standards.  
• Implement jobsite technology standardization and coordinate with vendors and service providers to deploy jobsite systems.  
• Provide IT training during new-hire orientation and provision new employee assets following established best practices.  
• Maintain ownership of escalated client issues until resolved, including timely status communication and a clear explanation of root cause.  
• Travel locally and occasionally after work hours or on weekends when a client need requires it.  

Required Skills  

• Working knowledge of Windows operating systems and Microsoft 365 applications.  
• Basic understanding of how domain-joined networks operate.  
• Basic familiarity with Active Directory and Microsoft Entra ID (Azure AD) — comfortable resetting passwords and unlocking accounts under guidance.  
• Comfortable troubleshooting common hardware issues on Dell, HP, Lenovo, and Apple devices, including iPads.  
• Clear, professional verbal and written communication — you'll be explaining technical issues to non-technical clients daily.  
• Reliable, punctual, and comfortable asking for help rather than guessing on unfamiliar issues.  
• Willingness to travel locally and occasionally work outside standard hours for urgent client needs.  

Specialist II

• Solid grasp of core networking (routing, switching, VPN) and protocols (DHCP, DNS, TCP/IP, FTP/SFTP).  
• Working knowledge of Active Directory and Microsoft Entra ID (Azure AD) administration, and exposure to cloud migration work (mailbox, file share, Teams/SharePoint).  
• Comfortable writing basic scripts, batch files, or command-line utilities to automate repetitive work.  
• Experience supporting mobile device management (iOS/iPadOS/Android); Microsoft Intune experience a plus.  
• Strong troubleshooting and root-cause-analysis skills — you get to “why,” not just “it works now.” 
• Excellent organizational and interpersonal skills; works well independently and as part of a team.  
• Able to manage multiple priorities under deadline pressure without direct supervision.

Certifications  

CompTIA A+ required or must be obtained within 90 days of hire.  

Experience  

0–5 year of relevant experience, or an IT-related degree/coursework, or equivalent demonstrated aptitude.  

Other Requirements  

Valid driver's license and reliable transportation required for local client-site travel.