The Technical Support Specialist II plays a key role in maintaining reliable IT operations at the corporate headquarters. This position delivers frontline support for essential technology systems, including desktops, phones, printers, and enterprise applications, serving as the first point of contact for resolving technical issues.
Key Responsibilities
- Provide Tier 1 and Tier 2 technical support through remote and on-site methods, addressing hardware, software, and connectivity challenges
- Manage user accounts across systems, including provisioning, updates, and deactivation in Active Directory and related tools
- Respond to incoming support requests via phone, email, and ticketing platforms, assessing urgency and routing appropriately
- Diagnose and resolve issues related to computer performance, application functionality, network access, and peripheral devices
- Document solutions, maintain support records, and ensure timely follow-up on all incidents
- Configure and deploy workstations, phones, and associated software for new employees
- Develop and update technical documentation and training materials to improve team efficiency and user independence
- Collaborate with network, security, and systems teams on infrastructure projects, compliance tasks, and service improvements
- Support process automation initiatives to enhance service delivery and reduce operational overhead
- Share knowledge with team members to strengthen collective expertise and support consistency
Technology Environment
Support spans Active Directory, enterprise ticketing systems, voice communications platforms, endpoint devices, and core network services. The role requires clear communication with both technical and non-technical stakeholders, ensuring issues are clearly explained and resolved efficiently.
Work Environment
This is an on-site position based at the corporate headquarters, operating within a structured, team-oriented setting. The ideal candidate thrives in a responsive environment where accountability, precision, and collaboration are prioritized.
