IT Support Specialist (Service Desk & End User Support)

Our client is seeking an IT Support Specialist II with strong Tier 2/L2 support experience in enterprise environments. The ideal candidate will troubleshoot endpoint, access, collaboration, and application issues while delivering excellent end-user support across remote and onsite environments. This role requires hands-on experience with Windows/macOS, Microsoft 365, identity management, ITSM platforms, and cross-functional collaboration.

Note: Must be comfortable working rotational shifts (24x5); 6 AM 3 PM | 2 PM 11 PM | 10 PM 7 AM.

Responsibilities:

• Own Tier 2 incidents and service requests from assignment through closure, including work notes, user updates, resolution details, and accurate categorization in the ITSM platform
• Troubleshoot Windows and macOS endpoints, VPN, Wi-Fi, printing, browsers, peripherals, conference room/AV equipment, and common productivity or business applications
• Provide rotational remote and on-site coverage, including new-hire setup, Day 1 readiness, workstation refreshes, hardware swaps, vendor coordination, and logistics support
• Perform approved identity and access tasks such as account lifecycle corrections, group membership updates, SSO/MFA troubleshooting, mailbox or calendar permission changes, and access issue resolution
• Support standard IT platforms including ITSM, endpoint management, directory services, identity providers, email/collaboration suites, video conferencing, telephony, email security, and device management tools
• Partner with Tier 1, Tier 3, security, engineering, facilities, and vendors; escalate with complete impact, history, logs/screenshots, and recommended next steps
• Maintain and improve knowledge base articles, SOPs, runbooks, and training materials
• Identify automation and workflow improvements that reduce repeat manual work

Required Qualifications:

• 35+ years of hands-on IT support experience in an enterprise or multi-site environment, including 2+ years in a Tier 2/L2 service desk or deskside role
• Experience using ITSM platforms such as ServiceNow or equivalent for incidents, requests, tasks, queues, SLAs, and reporting
• Strong troubleshooting skills across: Windows 10/11, macOS, VPN, Wi-Fi, DNS, Browsers, Device encryption, Printers and peripherals, Common SaaS/business applications
• Practical identity and access management experience with: Microsoft Entra ID / Azure AD, Active Directory, Google Workspace, Other identity provider platforms
• Working knowledge of: Microsoft 365, Exchange/Outlook, Endpoint management, Mobile/device management, Video conferencing and collaboration tools
• Comfortable working shift patterns, regional office coverage, and periodic after-hours or hotline rotations as scheduled
• Strong written and verbal communication skills with the ability to explain technical issues to non-technical users and document work accurately

Preferred Qualifications:

• Experience supporting multiple regions and time zones in a high-volume, metrics-driven service desk
• Exposure to Intune, Jamf, Kandji, or similar endpoint management tools
• Familiarity with PowerShell, scripting, reporting, or lightweight automation for routine administration
• Experience creating or improving KB articles, SOPs, checklists, and repeatable support processes

Key Competencies:

• Customer focus and ownership mindset with proactive communication and issue resolution
• Strong Tier 2 technical troubleshooting depth with the ability to recognize when escalation is needed
• Effective collaboration with support tiers, partner teams, and vendors
• High-quality documentation and process discipline
• Ability to contribute reusable knowledge and simplify technical guidance for users and peers

Performance Indicators:

• Healthy ticket throughput
• On-time SLA performance
• Strong CSAT scores
• Low rework rates
• High-quality escalations
• Regular knowledge-sharing and automation contributions