IT Support Specialist LVL 2
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Key details
- Location
- McKinney, TX, United States
- Work style
- Onsite
- Level
- Mid level
- Job type
- Full-time
- Experience
- 2–5 yrs
- Function
- Customer success & Support
- Focus area
- other
- Posted
- 3w ago
Skills
active directorycustomer serviceioslinearmacosmicrosoft windowsticketing systemstroubleshooting
About the role
Key Responsibilities
- Resolve escalated tickets from Tier 1 involving hardware failures, software conflicts, network connectivity, and account/system access issues
- Install, configure, and troubleshoot desktops, laptops, printers, and peripherals
- Support and maintain MDM-managed endpoints, imaging, and software deployment
- Diagnose and resolve issues across Windows/macOS, Active Directory, and common business applications
- Assist with onboarding/offboarding: device provisioning, account setup, and access changes
- Document resolutions and contribute to the internal knowledge base
- Coordinate with vendors on hardware warranty/repair issues
- Participate in IT projects (rollouts, migrations, upgrades) as assigned
- Mentor Tier 1 technicians on troubleshooting techniques
Required Qualifications
- 2+ years of IT help desk or desktop support experience
- Solid working knowledge of Windows, Active Directory, and common business software
- Experience troubleshooting hardware, printers, and network connectivity issues
- Strong communication and customer service skills
- Ability to prioritize and manage multiple tickets in a queue-based environment
Desired Attributes
- Associate's degree in IT or a related field, or equivalent experience
- Familiarity with MDM platforms and ticketing systems (Linear, Planner, etc)
- Familiarity with iOS environment
- CompTIA A+ or Network+ certification
- Experience in construction, engineering, or another field-heavy industry
- Organization skills
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