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This role is responsible for providing advanced technical support to end users and serves as an escalation point for complex service desk issues. The IT Support Specialist II performs deeper analysis and troubleshooting across endpoint, network, and collaboration technologies, assists with system administration tasks, and contributes to continuous improvement of IT support processes.
Responsibilities
- Serve as an escalation point for complex service desk calls and trouble tickets.
- Provide advanced onsite, remote, and phone-based support.
- Perform root cause analysis.
- Troubleshoot advanced hardware and connectivity issues.
- Onboarding and offboarding new and terminated employees, including role changes within the organization
- Administer Microsoft 365 services, Intune endpoint management, Active Directory/Entra ID.
- Maintain asset lifecycle management and standardization.
- Support multi-factor authentication tools including but not limited to Microsoft MFA
- Maintain asset tracking and IT inventory.
- Provide support for members of the Service Desk team ranging from complex technical solutions, building critical thinking, and guiding execution of daily duties.
- Contributes to the development of the Service Desk’s ticket management platform including developing and enhancing self-help guides and knowledge articles to improve support operations.
- Support Citrix/VDI, Windows environments, disaster recovery activities, documentation, and mentor IT Support Specialist I staff.
Requirements
- Associate degree or equivalent experience, or 3 to 5 years of relevant professional experience or training
- Windows Server 2016/2019/2022, Windows 11
- Active Directory Administration (including user/computer management, DNS, DHCP)
- Laptop/Desktop hardware troubleshooting
- Apple iOS; Android
- M365 and Entra ID support and administration
- Citrix
- VOIP phone system experience
- Mobile device management (including mobile phones and tablets using Intune)
- Corporate anti-virus management
- Endpoint network connectivity, VPN and multi-factor authentication workflows
- Technical documentation
Compensation
The base pay range for this role is $30 – $33 per hour.
Shorr Packaging does not provide work authorization sponsorship for this position.
Shorr Benefits
Shorr Packaging Corp is an equal-opportunity employer. It is the policy of Shorr Packaging Corp to afford full Equal Employment Opportunity, and all applicants will receive consideration for employment without regard to protected veteran status or disability status or any other legally protected status.
