IT Support Specialist (Level II)

Under the general direction of and reporting to the Service Desk Manager, the IT Support Specialist (Level II) will primarily focus on identifying and resolving problems on Windows workstations, Microsoft 365 environment, Microsoft Copilot AI Agents, Microsoft Intune, and Networking issues. This is an intermediate-level position. The ideal candidate will possess the ability to work confidently and independently (within our team structure) to provide technical support to all levels of client personnel.
Essential Duties and Responsibilities: Core duties and responsibilities include the following. Other duties may be assigned.

• Help Desk ticket requests from end users via telephone, email and ticketing system.
• Provide onsite and remote help desk support for laptops, desktops and printers, to include VPN and remote dial-in users.
• Set up and support mobile devices in Microsoft Intune (iOS and Android).
• React to service outages promptly with adherence to standard operating procedures.
• Perform hands-on fixes at the desktop level, including installing and upgrading software and configuring systems and applications; test fixes to ensure problem has been adequately resolved.
• Participate in on-call rotation.
• Provide training as necessary on software and hardware used and supported by the Company
• Maintaining a high-level security posture.
• Learn appropriate software and hardware used and supported by the organization.  To include:
  • Windows 11 Enterprise
  • Microsoft (software) and Lenovo (hardware)
  • Office 365 (Email, Office 365 office suite, OneDrive for Business, MS Teams, SharePoint, etc.)
  • Firewall, switching, networking
  • Ticketing system (Dynamics Customer Service)
  • Remote Management & Monitoring tools
  • Mobile Device Management tools

• Maintain excellent communication with all end users and other members of the IT department.
• Follow all company policies and best practices such as accurate time tracking.

• Degree in IT related field,
• IT certification(s) (ex. Microsoft MD-102, Microsoft MS-102, A+, Network+, Security+, etc.), and/or
• Previous IT experience

• Basic Cyber Security understanding.
• Preferred Microsoft Copilot AI concept or understanding.
• Supporting computer hardware and networking desktop support and network troubleshooting, wireless network management, network security and Windows 11 Enterprise desktop support.
• Microsoft 365 management, including Exchange Online, Teams, OneDrive for Business, SharePoint, and Entra ID.
• Android and iOS mobile devices.
• Remote Management and Monitoring tools experience.
• Experience with documenting all issues and resolution steps using the help desk ticketing system.
• Excellent customer service skills, to include verbal and written communication, phone and email etiquette and the ability to develop and maintain excellent working relationships.
• Ability to work well in a changing work environment.
• Requires advanced knowledge of the English language.  
• Must have outstanding documentation and record-keeping skills.
• Desire and ability to learn new technology.
• Proven team player.

• Prolonged periods sitting at a desk and working on a computer.  
• Must be able to lift up to 30 pounds at times.

• Three weeks of paid vacation after 90 days (first year is pro-rated based on start date)
• Up to 9 paid company holidays
• Paid sick time
• Company-paid Life Insurance ($75,000)
• Company-paid Short-term and Long-term Disability Insurance
• Medical, Dental, and Vision Insurance: Offering four medical plan options, with one plan fully covered at 100% by the company.
• 401(k) retirement savings plan with company matching
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)

• Criminal background check, pre-employment drug screen, and references are required
• This is an on-site office position and will require the employee to be local in the Raleigh, NC area.