Specialist IT Support II

The Specialist IT Support II role involves providing frontline technical support to internal customers, including hardware troubleshooting, maintenance, and issue resolution. The position requires maintaining user account integrity and workstation security standards in compliance with external audit requirements and internal company controls. The role also involves coordinating with cross-functional teams to facilitate employee onboarding and offboarding activities, ensuring timely access provisioning and equipment management. It also involves utilizing enterprise technologies to image, configure, deploy, manage, and track employee workstations throughout the organisation. Maintaining and continuously improving the IT knowledge base by creating new documentation, updating existing content, and archiving outdated materials is also part of the role. Analysing support ticket and service request trends to identify recurring issues and broader environmental concerns, escalating findings to management as appropriate, is also required. Collaborating with employees and third-party vendors to provide advanced technical support and issue resolution is expected. Participating in an on-call support rotation to assist internal customers outside of regular business hours is also a responsibility. Managing the physical inventory and location of employee technology assets, including support for major office and facility relocations, is part of the role. Maintaining local conference room technology, configurations, and providing emergency support when required is also a duty. Partnering with cross-functional teams on information technology and infrastructure initiatives and projects is expected. Processing and managing IT-related purchase requests in accordance with company procedures is also a responsibility. Planning, coordinating, and providing IT support for both internal company events and customer-facing events is also required. Performing other duties and responsibilities as assigned is also part of the role.

• Provide frontline technical support to internal customers, including hardware troubleshooting, maintenance, and issue resolution.
• Maintain user account integrity and workstation security standards in compliance with external audit requirements (SOX, PCI, SOC 2) and internal company controls.
• Coordinate with cross-functional teams to facilitate employee onboarding and offboarding activities, ensuring timely access provisioning and equipment management.
• Utilize enterprise technologies to image, configure, deploy, manage, and track employee workstations throughout the organisation.
• Maintain and continuously improve the IT knowledge base by creating new documentation, updating existing content, and archiving outdated materials.
• Analyze support ticket and service request trends to identify recurring issues and broader environmental concerns, escalating findings to management as appropriate.
• Collaborate with employees and third-party vendors to provide advanced technical support and issue resolution.
• Participate in an on-call support rotation to assist internal customers outside of regular business hours.
• Manage the physical inventory and location of employee technology assets, including support for major office and facility relocations.
• Maintain local conference room technology, configurations, and provide emergency support when required.
• Partner with cross-functional teams on information technology and infrastructure initiatives and projects.
• Process and manage IT-related purchase requests in accordance with company procedures.
• Plan, coordinate, and provide IT support for both internal company events and customer-facing events.
• Perform other duties and responsibilities as assigned.

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field (required)
• Equivalent combination of education and relevant work experience (required)
• 2–5 years of experience in an IT support or technical support role within a fast-paced environment (required)
• Experience providing technical support to both on-site and remote users (required)
• Proven ability to work independently, prioritise tasks, and apply strong analytical and problem-solving skills (required)
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences (required)
• Strong customer service orientation with experience resolving user issues through phone, remote, and in-person support (required)
• Advanced troubleshooting skills with Microsoft Office applications and other business software (required)
• Strong knowledge of Windows operating systems and desktop computing environments (required)
• Experience diagnosing and resolving hardware, software, and system-related issues (required)
• Ability to quickly learn, retain, and apply new technical concepts and technologies (required)
• Demonstrated capability to adapt to evolving technologies and implement new processes and best practices (required)
• Working knowledge of Windows Command Line Interface (CLI) tools and their use in troubleshooting, system administration, and support activities (required)
• Strong attention to detail and commitment to delivering high-quality customer support (preferred)
• Ability to manage multiple priorities while maintaining responsiveness and professionalism (preferred)
• Collaborative team player with a proactive approach to identifying and resolving technical issues (preferred)

• 401(k) savings plan with company contributions
• Medical, dental, and vision insurance
• Life and disability coverage
• Paid time off
• Tuition reimbursement
• Wellness programs
• Bonus or commission opportunities (depending on the role)