IT Support Specialist, Tier 2

Role overview Provide advanced employee IT support and serve as an on-site technical resource for office systems and infrastructure. The role handles escalated endpoint, identity, software, and network issues alongside hands-on work with server room equipment, office technology, and IT projects. It is based near El Dorado Hills, California, with at least three days on-site each week and additional presence as needed.

Responsibilities - Resolve escalated hardware, software, endpoint, identity, access, and connectivity issues across Windows and macOS devices. - Maintain workstations, laptops, mobile devices, peripherals, and office systems such as conference room equipment and printers. - Support physical infrastructure including server racks, servers, switches, cabling, and UPS equipment; assist with hardware replacement and rack work. - Troubleshoot wired and wireless networks, VPN access, and user authentication, including MFA and account provisioning. - Help with onboarding and offboarding, device configuration, software deployment, asset records, and inventory audits. - Document troubleshooting, guide Tier 1 colleagues, coordinate with vendors, and escalate complex issues; provide occasional after-hours support for critical incidents.

Requirements - At least 3 years in IT, desktop, or systems support, including experience handling Tier 2 or escalated issues in a business setting. - Hands-on support experience with Windows and macOS, laptops and mobile devices, common applications, and hardware troubleshooting. - Experience with physical servers, racks, switches, cabling, or other on-site infrastructure. - Working knowledge of networking concepts such as TCP/IP, DNS, DHCP, VPNs, VLANs, and wireless networking. - Familiarity with identity and access, endpoint management or MDM, and cloud productivity platforms. - Strong troubleshooting, documentation, and customer communication skills; able to work independently on-site and recognize when to escalate.

Nice to have - Experience with Windows Server or Linux, server room or data center support, virtualization, network equipment, or office AV and access systems. - Familiarity with Intune, Kandji, Active Directory, Entra ID, or Okta; relevant IT, networking, or vendor certifications. - Experience in a security-conscious or compliance-driven environment and effective use of AI-assisted tools for support work.

Benefits and work setup The source lists medical, dental, and vision coverage; life and disability insurance; a 401(k); paid time off; and annual bonuses.