IT Specialist II

Position Description

The IT Support Analyst II provides hands-on, high-quality technical support for their assigned site while actively collaborating with our global IT team. This senior site resource resolves complex end-user, hardware, software, and network issues, manages tickets through the ITSM process, and coordinates with regional and global IT teams to deliver consistent, responsive service.

Key Responsibilities

Advanced Technical Support & Incident Management

• Serve as the senior technical resource for the site, troubleshooting complex hardware, software, network, printing, and conference room technology.
• Own high-priority incidents through resolution, coordinating with regional or global teams when specialized access or joint action is required.
• Identify recurring issues, document patterns, and collaborate with global engineering teams on root cause analysis.

Site Technology & Global IT Operations

• Install, configure, and maintain site technology, including peripherals, network connectivity, and server room equipment, under the guidance of global teams.
• Work across time zones and functions, such as the Service Desk, Security, and Infrastructure groups, to coordinate changes and maintain support standards.
• Use the enterprise ITSM tool to accurately document, prioritize, and resolve incidents and requests according to service expectations.

Projects & Knowledge Management

• Provide site-level technical execution for office changes, device refreshes, software deployments, and infrastructure upgrades.
• Create and maintain clear support procedures, knowledge base articles, and site asset records.

Required Education & Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline.
• ITIL Foundation, MCSE / Microsoft Certified Associate, CCNA / CCNP, or CompTIA Network+ / Security+ certifications are highly desired.
• 5 to 7+ years of progressive, hands-on experience supporting end users and site technology in a corporate IT environment.
• Proven experience owning complex site issues and collaborating with remote, regional, or global support groups.
• Solid understanding of network connectivity (VPNs, wireless, DNS, DHCP) and hands-on experience with Active Directory, Microsoft Entra ID, and Microsoft 365.
• Experience using ServiceNow or a comparable ITSM platform to manage, update, and route tickets.