Job Openings IT Specialist

About the job IT Specialist

Job Summary:
We are seeking a highly motivated and customer-focused Level 2 Helpdesk Support Specialist to join our Technology Services team. The ideal candidate will have excellent people and communication skills and a strong technical background. This role will be required to be in the office 4 days per week.

Responsibilities :

  • Respond to and resolve customer inquiries and issues via phone, email, and in-person
  • Handle escalations from Level 1 support and provide technical assistance to customers and end-users
  • Document customer interactions and issues in our ticketing system
  • Escalate and forward more complex issues to the appropriate IT team
  • Provide exceptional customer service and maintain a positive attitude in a timely and professional manner
  • Identify and recommend solutions to improve customer satisfaction and reduce support calls
  • Collaborate with other teams to resolve complex issues and implement new systems and technologies
  • Create and maintain support documentation
  • Monitoring systems and processes
  • Administering users in Active Directory and applications
  • Coordinating with vendors to purchase, deploy, and RMA hardware
  • Instructing users on technology best practices


  • 4-6 years of experience in Desktop support
  • The successful candidate must be a team player with strong customer service and communication skills

Strong technical knowledge of:

  • Microsoft Windows
  • PC applications, including Office 365
  • Network connectivity, including Wi-Fi
  • Mobile devices and associated apps
  • Laptop PCs, iPhones, iPads
  • Collaboration and meeting room technology
  • Zoom and Microsoft Teams meetings
  • Meeting room video conferencing
  • VPN and Citrix remote access
  • VOIP telephones
  • Strong technical skills and knowledge of hardware, software, and network systems
  • Deep understanding of the Windows operating system is a plus
  • Application packaging experience is a plus
  • Strong understanding of help desk functions and technical support experience
  • Strong knowledge of desktop/laptop hardware and BIOS upgrades
  • Strong knowledge of Windows 10, Windows 11, iPhones, iOS and general productivity applications
  • Networking knowledge (TCP/IP, DHCP, DNS, Wireless)
  • Must be able to lift desktops, laptops, monitors, printers, and other IT-related equipment
  • Knowledge and understanding of Microsoft Active Directory
  • Personal Attributes:
  • Excellent people and communication skills and a passion for exceptional customer service
  • Excellent analytical and problem-solving skills
  • Flexibility working in a fast-paced, high-expectations environment
  • Ability to work well under pressure and handle multiple tasks simultaneously
  • Working independently and as a member of a worldwide support team
  • Excellent analytical and problem-solving skills
  • Excellent listening, interpersonal, written, and oral communication skills
  • Pays extreme attention to details
  • Highly self-motivated and passionate about technology and people
  • Ability to prioritize and manage time effectively
  • Eager to learn new technologies and applications, and ability to absorb new topics quickly


  • A Bachelors degree in Computer Science, Management Information Systems, or a related field (and/or equivalent experience).
  • IT certifications a plus (ex. CompTIA A+, CompTIA Network+, Microsoft MTA, etc.)