Advanced IT Support Specialist II

Gifthealth Inc; United States; On-site; USD 60,000 - 90,000; Full time

Job summary

Gifthealth, Inc. is seeking an IT Support Specialist II to provide advanced end-user technical support across our environment, including workstations, applications, and access workflows. You will handle escalations, document work, and coordinate with IT teams to maintain user productivity.

The role emphasizes issue ownership,-depth troubleshooting, clear communication, and a high-quality support experience, with opportunities to mentor junior staff and contribute to knowledge base improvements.

Qualifications

• 2–4 years of IT support or help desk experience.
• Experience with IT service management system and escalated tickets.
• Mentoring or supporting junior team members preferred.
• Exposure to identity, endpoint, or enterprise support environments.
• Strong understanding of endpoint systems and common business apps.
• Knowledge of PHI/HIPAA environments and data privacy.
• Basic scripting or automation (PowerShell, Bash) preferred.

Responsibilities

• Responds to IT support requests via ticketing system, chat, and in-person interactions.
• Troubleshoots and resolves standard and moderately complex issues involving workstations, applications, access, connectivity, user devices, peripherals, and enterprise support systems.
• Owns escalated issues by applying deeper troubleshooting and documenting impact to drive resolution.
• Escalates urgent/high-impact issues through site leadership or escalation paths when needed.
• Maintains response-time, resolution, documentation, escalation, and first-contact resolution metrics.
• Develops and maintains knowledge base articles and troubleshooting documentation.
• Communicates clearly with technical and non-technical users and mentors junior staff.
• Assists with complex device deployments, onboarding, offboarding, and access workflows.

Skills

Endpoint systems

Troubleshooting

Documentation

Communication

Mentoring

Identity and access

Scripting (PowerShell/Bash)

Education

High school diploma or equivalent

Tools

Ticketing system

Identity management tools

PowerShell

SSO/SAML tooling

Job description

Gifthealth, Inc. is seeking an IT Support Specialist II to provide advanced end-user technical support across our environment, including workstations, applications, and access workflows. You will handle escalations, document work, and coordinate with IT teams to maintain user productivity.

The role emphasizes issue ownership,-depth troubleshooting, clear communication, and a high-quality support experience, with opportunities to mentor junior staff and contribute to knowledge base improvements.