IT Support Specialist - Bay Shore
Core
Tier 2 IT support specialist resolving escalated incidents and providing high-touch support for VIP executives.
Role type
Senior IC IT Support Specialist (Tier 2)
Builds
IT services and user support for corporate end-users
Domain
Corporate IT / Managed Services
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Windows 11 administration, Microsoft 365 administration, Active Directory, Azure AD, TCP/IP networking, VPN troubleshooting, wireless troubleshooting, endpoint management, ITSM platforms, remote support tools
Preferred skills
CompTIA A+, Network+, Security+, ITIL Foundation, Microsoft 365/Azure certifications, executive support experience, infrastructure team collaboration
Technologies
Active Directory, Android, Azure, Cloud, Hardware, ITIL, ITSM, JIRA, Microsoft 365, Network, Security, ServiceNow, SharePoint, TCP/IP, VPN, Windows, iOS, Office 365
Responsibilities
Resolve escalated incidents and service requests beyond first-line support; diagnose complex hardware, software, network, and application issues; coach first-line support specialists; document root cause analysis in ITSM knowledge base; act as liaison between Service Desk and IT Infrastructure teams; participate in change advisory activities; support rollout and testing of new systems; identify recurring incidents; serve as main support contact for VIP users; deliver on-site assistance for VIPs; monitor service desk queue; create and maintain technical documentation; support onboarding and offboarding
Seniority
Mid-level, hands-on IC
