IT Support Specialist II

The IT Support Specialist II provides intermediate-level technical support, system administration, and customer service across enterprise desktop, hardware, software, and peripheral environments. Functioning primarily as Tier 2 escalation support, the incumbent investigates and resolves complex technical issues escalated from Tier 1, manages identity access and administrative services, and ensures high availability and operational readiness of end-user computing systems. This position also champions environmental, safety, health, and quality (ESH&Q) standards across all daily operations.

Key Responsibilities

1. Tier 2 Technical & Desktop Support

• Serve as an escalation point for Tier 1 technicians; investigate, diagnose, and resolve advanced hardware, software, and basic network connectivity issues.
• Take end-to-end ownership of incident tickets and service requests, seeing them through to timely resolution within defined service level agreements (SLAs).
• Install, configure, upgrade, deploy, and maintain desktop/laptop hardware, operating systems (Windows), mobile devices, and peripherals (printers, scanners, multifunction devices).
• Provide support for commercial off-the-shelf (COTS) software as well as proprietary in-house business applications.
• Assist with hardware relocation, equipment de-installation/re-installation, and lifecycle refresh projects.
• Conduct root-cause analysis on recurring system anomalies and collaborate with infrastructure teams to implement permanent resolutions.

2. Identity Management & Systems Administration

• Administer user lifecycle workflows in Active Directory, including provisioning, modifying access rights, role changes, and account deactivations.
• Assist in developing, standardizing, and updating standard operating procedures (SOPs) and knowledge base articles.
• Monitor endpoint health, system performance, and compliance with organizational cybersecurity and automation policies.
• Evaluate and test new automation tools, administrative utilities, and desktop software for organizational deployment.

3. Technical Library & Asset Documentation

• Oversee and maintain the technical documentation repository and software media library.
• Review incoming software packages, license documentation, and technical reference materials for organizational acceptance and cataloging.
• Maintain records, generate IT support metrics/reports, and ensure technical resources (manuals, guides, documentation) are current and accessible.

4. Training, Customer Service & End-User Enablement

• Deliver one-on-one and group technical orientation or guidance to end users on enterprise tools, applications, and best practices.
• Maintain proactive communication with users regarding ticket status, system outages, and post-resolution verification.
• Partner cross-functionally with all tiers of personnel—from front-line staff to executive leadership—with a customer-centric focus.

5. Environment, Safety, Health & Quality (ESH&Q)

• Exercise individual responsibility and accountability for safety, environmental compliance, and quality standards within personal control.
• Strictly adhere to established federal, state, and corporate ESH&Q regulations to ensure a safe working environment for oneself and colleagues.
• Promptly identify, mitigate, and report workplace hazards or safety violations to supervision.
• Actively participate in site safety programs, continuous improvement, and quality assurance initiatives.

Associates degree in MIS, Computer Science or equivalent with at least one year of related experience.

• Minimum of 1–2 years of hands-on experience in desktop support, service desk operations, or IT customer service, preferably in an enterprise or regulated environment.
• Technical Competencies
  • Operating Systems & Infrastructure: Strong technical proficiency with modern Microsoft Windows enterprise environments, file systems, and core networking fundamentals (TCP/IP, DNS, DHCP, VPN).
  • Directory Services: Practical experience managing accounts, groups, and permissions within Microsoft Active Directory and Azure AD/Entra ID.
  • Productivity & Business Applications: Advanced familiarity with Microsoft 365 / Office Suite (Word, Excel, PowerPoint, Access, Outlook, Teams) and enterprise collaboration tools.
  • Hardware & Peripherals: Demonstrated competence in diagnosing, repairing, and configuring enterprise workstations, laptops, docking stations, network printers, and A/V equipment.
  • Troubleshooting: Proven end-to-end diagnostic methodology across interconnected software, hardware, and network layers.
• Professional & Interpersonal Skills
  • Communication: Exceptional verbal and written communication skills; ability to translate technical concepts into clear, actionable guidance for non-technical users.
  • Problem-Solving & Adaptability: Strong organizational skills with the ability to manage competing priorities, balance ticket queues, and remain composed in a dynamic, fast-paced environment.
  • Collaboration & Flexibility: Collaborative team player with a strong service ethic; willingness to work flexible schedules or provide occasional on-call/after-hours support as operational needs dictate.
• The primary work location is the Losee Road Facility in North Las Vegas, Nevada.
• Work schedule will be 4/10s Monday through Thursday (subject to change).
• Personnel may be requested by leadership to work in excess of 40 hours per week due to projects, activities, and emergences; critical operational demands may occasionally require off-shift work.
• Pre-placement physical examination, which includes a drug screen, is required. MSTS maintains a substance abuse policy that includes random drug testing.
• Must possess a valid driver’s license.

MSTS is required by DOE directive to conduct a pre-employment drug test and background review that includes checks of personal references, credit, law enforcement records, and employment/education verifications. Applicants offered employment with MSTS are also subject to a federal background investigation to meet the requirements for access to classified information or matter if the duties of the position require a DOE security clearance. Substance abuse or illegal drug use, falsification of information, criminal activity, serious misconduct or other indicators of untrustworthiness can cause a clearance to be denied or terminated by DOE, resulting in the inability to perform the duties assigned and subsequent termination of employment. In addition, Applicants for employment must be able to obtain and maintain a DOE Q-level security clearance, which requires U.S. citizenship, at least 18 years of age. Reference DOE Order 472.2, “Personnel Security”. If you hold more than one citizenship (i.e., of the U.S. and another country), your ability to obtain a security clearance may be impacted.

Department of Energy Q Clearance (position will be cleared to this level). Reviews and tests for the absence of any illegal drug as defined in 10 CFR Part 707.4, “Workplace Substance Abuse Programs at DOE Sites,” will be conducted. Applicant selected will be subject to a Federal background investigation, required to participate in subsequent reinvestigations, and must meet the eligibility requirements for access to classified matter. Successful completion of a counterintelligence evaluation, which may include a counterintelligence-scope polygraph examination, may also be required. Reference 10 CFR Part 709, “Counterintelligence Evaluation Program.”

MSTS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, veteran status or other characteristics protected by law. MSTS is a background screening, drug-free workplace.

Hourly range for this position is: $23.17 - $34.76.

Starting salary is determined based on the position market value, the individual candidate education and experience and internal equity.