IT Specialist II

MasTec Communications GroupMasTec Communications Group is a leading national infrastructure construction company operating throughout the United States. MasTec Communications Group performs both wireline and wireless communication services on a national scale. We are experts in cell tower construction, RF engineering, broadband fiber optic cable installation, OSP engineering, wireline construction, and emergency maintenance services. At MasTec you'll be joining a family, where we are dedicated to supporting each other and building an atmosphere of teamwork. As part of our team, your opportunities are limitless.IT Specialist IIThe IT Specialist II is responsible for providing advanced technical support and analysis for computer systems, applications, and peripheral issues within the organization. This position handles escalated support requests, identifies and implements long-term solutions, and contributes to continuous service improvement efforts. In addition, you will:Handles advanced technical issues escalated from Level I staff; provides guidance on complex problem-solvingLogs, assigns, updates, and resolves incidents and service requests in the Incident Management System (ServiceNow) with high accuracy and efficiencyTargets a high first-contact resolution rate by applying deep technical expertise and knowledge of enterprise systemsPrioritizes and resolves issues related to Microsoft Office, Windows OS, remote access tools, and enterprise applications with minimal supervisionResponds to and completes service requests such as password resets, user provisioning, access requests, printer mapping, and other operational support tasks with a high level of accuracy and attention to detailReviews and updates request workflows and documentation to reflect current processes and improve efficiencyInvestigate root causes of recurring incidents; designs and implements preventive measures to reduce service desk volumeIdentifies areas of improvement in processes, technologies, and workflows; proactively recommends solutionsDevelops scripts, automation, or standard operating procedures to reduce manual work and increase consistencyMonitors ServiceNow and system dashboards for patterns or trends that could indicate emerging issuesEscalates potential widespread or critical issues before user impact occursParticipates in problem reviews and change control meetings to ensure service continuityDelivers empathetic, professional, and solutions-oriented support to all users, including during high-stress or emotionally charged interactionsMaintains regular communication with users throughout the incident lifecycle, especially for escalated or delayed issuesPromotes a positive image of the IT Service Desk through consistent, high-quality service and communicationParticipates actively in cross-functional I&O team meetings to stay aligned on changes, incidents, and service delivery goalsReviews ITS morning meeting outputs and evaluates their potential impact on user support or service desk operationsActs as a liaison between the service desk and other IT functions, communicating user feedback and systemic issuesAssists in training and mentoring Level I technicians to improve team skill level and consistencyContributes to and maintains the internal knowledge base with solutions, workarounds, and troubleshooting guidesProvides input on service desk metrics, SLA reporting, and service improvement initiativesKeeps peers and end users informed of known issues, service outages, change implementations, and resolution progressDocuments all troubleshooting steps and resolutions clearly and thoroughly in the ticketing systemMaintains awareness of updates and changes in the IT environment and communicates relevant information to stakeholdersStays current with industry trends, technologies, and support best practices relevant to the supported environmentCompletes technical and interpersonal development training to continuously improve performance and service qualityQualificationsYou consistently deliver high-quality work with attention to detail and a strong sense of ownership. You excel at diagnosing and resolving complex technical issues and enjoy a hands-on, analytical approach to solving problems. You have advanced proficiency with Microsoft Office Suite, Windows operating systems, remote access technologies, and enterprise IT tools. You communicate clearly and professionally, both verbally and in writing, with users, peers, and leadership. You are highly organized, with excellent time management and prioritization skills to manage competing tasks and deadlines. You take initiative, follow through on commitments, and demonstrate accountability in your work. You bring leadership qualities to the team, supporting and mentoring others, managing small projects or initiatives, and contributing to process improvements. You are capable of setting clear goals and aligning your work with team and organizational objectives. You thrive in collaborative environments and contribute to cross-functional efforts that improve overall service delivery and user satisfaction. You actively seek out opportunities to expand your knowledge and stay current with evolving technologies and best practices in IT support.This is a hybrid position with 3 days in office and 2 remote; schedule is subject to the manager's discretion. Compensation of $27 per hour, depending on the experience.Financial Security 401(k) with company match Employee Stock Purchase Plan (ESPP) Life insurance Short-term and Long-term disability Health and Wellness Medical, dental, and vision insurance Dependent care and medical flexible spending accounts Employee Assistance Program (EAP) Work/Life Balance Paid time off Paid holidays Family and medical leave Paid sick timeWe meet your commitment with competitive pay and benefits. Saiia Construction Company LLC, a MasTec Company