Escalation IT Support Specialist II

Apollo, Inc.; Kennewick (WA); On-site; USD 52,000 - 72,000; Full time

Benefits offered by this job

Medical, Dental, and Vision

401K with Company Match

STD, LTD, Voluntary Life benefits

Paid Time off

Job summary

Apollo, Inc. in Kennewick, WA seeks an IT Support Specialist II to provide second-level help desk support, install and configure hardware and software, and maintain network-related systems across the organization.

The role requires 2+ years in IT support, solid Windows and Microsoft 365 experience, familiarity with ITSM ticketing, basic networking, and strong communication. This is a full-time position with competitive benefits.

Qualifications

• 2+ years of experience in a help desk, technical support, or IT support role.
• Proficiency in PC hardware, Windows operating systems, and Microsoft 365.
• Working knowledge of DNS, DHCP, VPN, firewalls, routers, and switches.
• Experience using ITSM and ticketing systems.
• Familiarity with remote support tools and techniques.
• Strong problem-solving skills and the ability to analyze and resolve issues.
• Excellent written and verbal communication skills with professional interactions.

Responsibilities

• Serve as the primary escalation point for complex technical issues; ensure timely resolution.
• Install, configure, and maintain workstations, laptops, mobile devices, and peripherals.
• Diagnose and resolve hardware and software issues; elevate when needed.
• Perform system updates, security patches, and hardware upgrades.
• Troubleshoot basic network issues: connectivity, access, and configuration.
• Document support activities and resolutions in the IT knowledge base.
• Collaborate with vendors to resolve issues and support improvements.
• Contribute to IT initiatives, including hardware refresh and software deployments.
• Provide professional, user-friendly communication and end-user training.

Skills

Customer service

Communication

Problem solving

Networking concepts

Education

Associate’s or Bachelor’s degree in IT/CS (preferred)

Tools

ITSM ticketing systems

Remote support tools

Microsoft 365

Job description

Apollo, Inc. in Kennewick, WA seeks an IT Support Specialist II to provide second-level help desk support, install and configure hardware and software, and maintain network-related systems across the organization.

The role requires 2+ years in IT support, solid Windows and Microsoft 365 experience, familiarity with ITSM ticketing, basic networking, and strong communication. This is a full-time position with competitive benefits.