IT Specialist - Tier II Support
Posted
Summary
Tier 2 IT support role at JusticeWorks YouthCare headquarters: handles escalated support tickets, administers devices via Microsoft Intune and Microsoft 365, manages Verizon wireless and internet/telecom vendor accounts across program sites, oversees hardware purchasing and inventory in Freshservice, and mentors the IT Assistant.
IT Specialist - Tier II Support
Full-Time | Headquarters | JusticeWorks YouthCare
Who We Are
At JusticeWorks, the needs of youth and families are at the center of everything we do. Our KidsFirst! philosophy drives us to provide structured, strengths-based services that promote safety, stability, and long-term success. We are committed to doing whatever it takes to help youth and families thrive.
Employee Stock Ownership Plan (ESOP) - JusticeWorks is proud to be 100% employee owned.
Our ESOP gives employees an ownership interest in the company and a path to long-term retirement growth (at no cost to the employee)—meaning when the company succeeds, our employees benefit directly.
About the Role
Put your technical troubleshooting skills to work supporting the teams who serve youth and families. As an IT Specialist – Tier 2 Support based at Headquarters, you’ll provide advanced technical support and manage device, wireless, telecom, and internet services across our program sites. You’ll serve as the escalation point for the IT Assistant, administer mobile device management, coordinate carrier and vendor relationships, and help guide technology projects and transitions.
What You’ll Do
- Manage laptops, smartphones, and peripherals through Microsoft Intune, including setup, security policies, app deployment, remote lock/wipe, reimaging, and repair coordination.
- Manage Verizon Wireless accounts and reconcile lines against active staff; coordinate internet installations, moves, outages, and vendor rate and contract reviews across program sites.
- Resolve escalated Freshservice tickets, support Microsoft 365 administration, and coach the IT Assistant on resolving recurring issues.
- Partner with the managed service provider and vendors to troubleshoot network, server, and equipment issues.
- Oversee equipment purchasing, hardware standards, refresh planning, and secure disposal; maintain accurate Freshservice inventory with the IT Assistant and address missing, damaged, or unreturned equipment according to company procedures.
- Coordinate technology projects and transitions across program sites, keeping program directors and regional leadership informed of timelines and progress.
- Maintain IT procedures, knowledge base articles, and staff training materials while providing professional, confidential, and responsive customer service.
- Perform other duties as assigned.
Requirements
- Associate’s degree in IT or a related field, or equivalent education and experience; 2–4 years in IT support, including at least 1 year in Tier 2 support or system administration.
- Hands-on Microsoft 365 administration and mobile device management experience (Intune preferred), plus troubleshooting skills in Windows, iOS/Android, and basic networking.
- Experience managing wireless, telecom, or internet accounts and vendors, and coordinating multi-site projects to meet deadlines.
- Calm, professional communication under pressure, active listening, and respectful collaboration with staff, vendors, and leadership.
- Valid driver’s license, auto insurance, and vehicle access for site travel; ability to pass applicable clearances and pre-employment, post-offer drug screening.
- Preferred: Freshservice or similar ITSM/asset management experience; PowerShell for Microsoft 365 and Exchange Online administration.
- Preferred: Human services or healthcare experience, including familiarity with HIPAA and EHR systems such as Welligent; CompTIA A+, Network+, Microsoft 365 Endpoint Administrator Associate (MD-102), or similar certifications.
Benefits
- Medical, Dental, Vision and Wellness Program.
- 401K with company match.
- ESOP Plan
- Company paid life insurance.
- Company paid short term and long-term disability.
- Tuition Reimbursement.
- Company paid holidays and paid time off.
- Employee referral bonus.
- Clearance reimbursement and renewal.
JusticeWorks is an Equal Opportunity Employer.