IT Support Specialist Level 2

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)

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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.

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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

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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

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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

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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

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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)

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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)

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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

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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

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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

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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