IT Support Specialist - Bay Shore
Salary: $80,000 - 85,000 per year
Requirements:
We need a bachelors degree in Information Technology, Computer Science, or a related discipline, or equivalent hands-on experience. We prefer CompTIA A+, Network+, or Security+ certification. We prefer ITIL Foundation certification. A Microsoft 365, Azure, or comparable cloud certification is an advantage, and we expect certification achievement as part of the role. We need at least 3 years of experience in IT support, including 1 year or more at Tier 2 or an equivalent level. We look for proven experience resolving complex technical escalations within a structured ITSM environment. Experience supporting executives or VIP stakeholders in a corporate setting is highly desirable. Prior collaboration with infrastructure or network operations teams is strongly preferred. We need proficiency with Windows 11, iOS, and Android. We need strong working knowledge of Microsoft 365 administration and applications, including Exchange Online, Teams, SharePoint, and Intune. We need experience with Active Directory and Azure AD user and device administration. We need familiarity with ITSM platforms such as HaloITSM, ServiceNow, Jira Service Management, or Freshservice. We need a solid understanding of TCP/IP networking basics, VPN technologies, and wireless troubleshooting. We need experience with endpoint management and remote support tools. We require the ability to travel several times per year along the U.S. East Coast, including New England, New Jersey, and Florida.
Responsibilities:
We receive, assess, and resolve escalated incidents and service requests that first-line support cannot handle. We diagnose complex hardware, software, network, and application issues across on-premises and cloud environments. We own escalated tickets through to closure, provide timely progress updates, and meet SLA commitments. We coach first-line support specialists and share feedback to reduce repeat escalations and improve first-contact resolution. We document root cause analysis and resolution steps in our ITSM knowledge base to drive continuous improvement. We act as a key liaison between the Service Desk and the IT Infrastructure & Operations team for incident escalation and problem management. We work with infrastructure engineers on network, server, identity management, and MDM issues affecting end users. We participate in change advisory activities and help communicate end-user impact before planned maintenance or system changes. We support the rollout and testing of new systems, software, and hardware as the technical link between operations teams and end users. We identify recurring incidents that may signal deeper infrastructure problems and escalate them appropriately. We serve as the main support contact for VIP users, including executives and senior leaders. We deliver prompt, discreet, high-touch support for VIP users, including on-site assistance when needed. We proactively manage VIP user environments, including device readiness, travel support, and AV or conferencing setup for important meetings. We maintain confidentiality and professionalism in all VIP interactions with strong business sensitivity. We monitor the service desk queue and help balance workload during busy periods or staffing gaps. We create and maintain technical documentation, SOPs, and end-user guides. We support onboarding and offboarding, including account provisioning, device setup, and access administration.
Technologies:
Active Directory Android Azure Cloud Hardware Support ITIL ITSM JIRA Microsoft 365 Network Security ServiceNow SharePoint TCP/IP VPN Windows iOS Office 365
More:
We are a leading athletic construction company offering an in-person IT Support Specialist II opportunity with a critical role in our support structure. This position bridges front-line service and our broader IT Infrastructure & Operations team, with a strong focus on escalations, cross-functional coordination, and premium support for VIP stakeholders. The role offers a salary range of $80,000 to $85,000 per year and a comprehensive benefits package that includes 401(k), 401(k) matching, dental, health, vision, life insurance, health savings account, paid time off, parental leave, retirement plan, and tuition reimbursement.
last updated 30 week of 2026
