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IT Support Specialist II

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Technical Role Summary

This role provides frontline and technical support for PBS infrastructure, end-user computing, and business applications. The IT Support / Application Support Specialist is responsible for independently resolving a high percentage of incidents while strictly following documented procedures, security controls, and escalation paths. The role serves as the technical intake point between users and Tier 2/3 teams, ensuring issues are accurately diagnosed, reproducible, and fully documented prior to escalation.

Core Technical Responsibilities

  • Serve as primary intake for IT incidents and service requests via phone, email, and ticketing system
  • Perform structured troubleshooting using documented workflows and root-cause isolation techniques
  • Resolve Windows OS issues including profile corruption, OS configuration, patching, and driver-related problems
  • Support endpoint hardware (desktops, laptops, printers, scanners, peripherals) including break/fix replacement
  • Administer Active Directory objects (users, groups) following least-privilege standards
  • Create, modify, disable, and audit Microsoft 365 user accounts, mailboxes, licenses, and group memberships
  • Troubleshoot Microsoft 365 services (Outlook connectivity, Teams issues, OneDrive sync, SharePoint access)
  • Perform basic network diagnostics (IP configuration, DNS resolution, gateway reachability, latency symptoms)
  • Use RDP and approved remote support tools for endpoint and application troubleshooting
  • Deploy and image workstations using standard build procedures and deployment tools
  • Install, update, and license approved software packages
  • Maintain accurate CMDB/asset records and ticket documentation
  • Identify recurring incidents and potential systemic issues and escalate with supporting evidence
  • Execute limited, predefined SQL tasks (read-only queries or controlled updates) in approved environments only

Imagine Application Support Responsibilities

  • Serve as initial technical contact for Imagine application incidents and service requests
  • Differentiate between user workflow errors, configuration/data issues, and system-level problems
  • Apply documented fixes and known workarounds for common Imagine issues
  • Collect detailed diagnostics (logs, screenshots, timestamps, reproduction steps, user context)
  • Escalate to Tier 2/3 internal teams or vendor support per established escalation procedures
  • Track escalations and communicate status updates to stakeholders
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