Position Summary 

The Technical Support Specialist II provides advanced technical support across endpoint devices, enterprise applications, network connectivity, and user-access environments. This role serves as an escalation point for Tier I issues, supports onboarding/offboarding technology processes, and delivers high-quality end-user service, including executive-level (VIP) support. The position requires strong troubleshooting capabilities, incident management experience, and the ability to work independently while collaborating across cybersecurity, infrastructure, and application teams. 

Key Responsibilities 

Technical Support & Troubleshooting 

• Provide Tier II technical support, resolving escalated hardware, software, POS, and application-related issues. 
• Administer and support Microsoft 365 / Office 365 environments, including account management, licensing, and troubleshooting. 
• Troubleshoot endpoint devices, printers, POS systems, audio/visual equipment, and conferencing technology. 
• Provide remote support using tools such as Splashtop or NinjaOne. 
• Support laptop imaging, deployment, hardware repairs, and operating system configuration. 
• Perform basic network troubleshooting for connectivity, printer, and access-related issues, escalating as needed. 

Incident & Operational Support 

• Manage and document service requests and incidents within the ticketing system, ensuring accurate tracking and timely resolution. 
• Respond to cybersecurity-related incidents and coordinate with appropriate internal teams to support containment and resolution. 
• Assist with employee onboarding and offboarding processes, including account provisioning, access management, and device preparation. 
• Maintain IT documentation, knowledge base articles, and operational procedures to support team efficiency. 
• Participate in rotational on-call support for critical after-hours technical needs. 

Service Excellence & Collaboration 

• Deliver high-touch support for executive and VIP users requiring priority service. 
• Provide phone, remote, and in-person technical assistance with a strong customer-service orientation. 
• Collaborate with infrastructure, cybersecurity, network, and vendor support teams to resolve cross-functional technical issues. 
• Support conference room technology and large meeting setups as needed. 

Required Qualifications 

• 3+ years of technical support, help desk, or IT support experience. 
• Hands-on experience supporting Microsoft 365 / Office 365 environments. 
• Experience troubleshooting endpoint devices, printers, and enterprise applications. 
• Familiarity with ticketing systems and incident management workflows. 
• Working knowledge of basic networking concepts (TCP/IP, connectivity troubleshooting). 
• Strong written and verbal communication skills and the ability to work independently. 

Preferred Qualifications 

• Experience supporting retail or Point-of-Sale (POS) environments. 
• Familiarity with remote support tools such as Splashtop or NinjaOne. 
• Experience with Halo or similar ticketing platforms. 
• Experience supporting Dell Latitude, Microsoft Surface, and Apple macOS devices. 
• Exposure to cybersecurity incident response processes. 
• Experience delivering executive/VIP technical support. 

Required Qualifications 

• 3+ years of technical support, help desk, or IT support experience. 
• Hands-on experience supporting Microsoft 365 / Office 365 environments. 
• Experience troubleshooting endpoint devices, printers, and enterprise applications. 
• Familiarity with ticketing systems and incident management workflows. 
• Working knowledge of basic networking concepts (TCP/IP, connectivity troubleshooting). 
• Strong written and verbal communication skills and the ability to work independently. 

Preferred Qualifications 

• Experience supporting retail or Point-of-Sale (POS) environments. 
• Familiarity with remote support tools such as Splashtop or NinjaOne. 
• Experience with Halo or similar ticketing platforms. 
• Experience supporting Dell Latitude, Microsoft Surface, and Apple macOS devices. 
• Exposure to cybersecurity incident response processes. 
• Experience delivering executive/VIP technical support.