Remote job
Support Operations Specialist II
Job details
About this role
Role overview
Serve as the escalation-level specialist for internal IT support, taking ownership of complex issues that need deeper troubleshooting than first-line support can provide. The role combines root-cause investigation, identity and device administration, endpoint support, and process improvement. You will also help a small support team raise resolution quality through coaching, documentation, and clearer escalation practices.
Responsibilities
- Take escalated tickets through diagnosis and resolution across hardware, software, network connectivity, and access issues. - Investigate recurring problems and work with IT leadership on lasting corrective actions. - Administer identity, access, groups, and endpoint controls, including workspace accounts and device management. - Configure, image, deploy, patch, and help secure endpoints throughout their lifecycle. - Support business applications and integrations, coordinating with vendors and internal teams to close complex incidents. - Coach a first-line support colleague, maintain knowledge articles and runbooks, and surface ticket trends for reporting and process improvement.
Requirements
- At least three years of IT support experience, including Tier 2 or comparable escalation work. - Strong Windows and macOS troubleshooting skills and networking fundamentals such as DNS, DHCP, VPNs, and connectivity. - Hands-on administration of Google Workspace or Microsoft 365, including identity, access, and group management. - Experience with mobile or endpoint device management and endpoint security. - Familiarity with ticketing systems and disciplined documentation practices. - Ability to investigate independently, communicate technical issues clearly to nontechnical users, and mentor junior staff. - Associate degree in IT or a related field, or equivalent experience; a high school diploma or GED is required.
Nice to have
Relevant certifications such as Network+, Security+, ITIL Foundation, or a workspace administrator credential; scripting or automation with PowerShell, Python, or Apps Script; regulated-environment experience involving sensitive health information; collaboration-tool administration; or experience helping establish a growing helpdesk.