Support Operations Specialist II
Core
Tier 2 IT Support Operations Specialist handling escalated technical issues, root-cause analysis, and identity administration for a growing internal IT team.
Role type
Tier 2 IT Support Operations Specialist
Builds
Reliable internal IT support operation for ~300 employees
Domain
IT Operations / Helpdesk
Required skills
Tier 2 troubleshooting, Windows/macOS desktop support, networking fundamentals, Google Workspace/Microsoft 365 administration, endpoint management (MDM), ticketing systems, documentation, problem-solving
Preferred skills
Scripting/automation (PowerShell, Python), healthcare environment experience, helpdesk automation tooling, mentoring Tier 1 staff
Technologies
Google Workspace, Microsoft 365, Linear, Jira, ServiceNow, MDM, Context-Aware Access, Slack
Responsibilities
Diagnose and resolve complex hardware, software, network, and access issues; perform root-cause analysis on recurring problems; administer identity and access systems; configure and deploy endpoints; mentor Tier 1 specialists; build and maintain knowledge base articles and runbooks; coordinate with third-party vendors; contribute to monthly reporting and process-improvement initiatives
Seniority
Mid-level, hands-on IC