IT Helpdesk Support Specialist II

PBS Radiology Business Experts; Reno (NV); On-site; USD 65,000 - 85,000; Full time

Job summary

PBS Radiology Business Experts is seeking an IT Support / Application Support Specialist to provide frontline and technical support for infrastructure, end-user computing, and business applications in Reno, NV. You will resolve incidents following documented procedures and serve as the intake point between users and Tier 2/3 teams.

The role emphasizes Windows OS troubleshooting, AD/M365 administration, and SQL tasks in controlled environments, with a focus on documented workflows and asset

Qualifications

• 5+ years of hands-on IT support or application support experience.
• Advanced Windows OS administration and troubleshooting skills.
• Strong experience with Active Directory and access management.
• Enterprise Microsoft 365 administration and support experience.
• Experience in structured, ticket-driven support environments.
• Familiarity with ITIL incident and problem management practices.

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 analysis.
• Resolve Windows OS issues including profile corruption, OS configuration, patching, and driver problems.
• Support endpoint hardware and peripherals and perform break/fix replacement.
• Administer AD objects and Microsoft 365 accounts, mailboxes, licenses, and groups.
• Troubleshoot Microsoft 365 services (Outlook, Teams, OneDrive, SharePoint).
• Conduct basic network diagnostics and use remote support tools.
• Image and deploy workstations using standard build procedures.
• Maintain accurate CMDB/asset records and ticket documentation.
• Escalate recurring issues with evidence; assist Tier 2/3 teams.

Skills

Windows troubleshooting

Active Directory

Microsoft 365

IT support

Network diagnostics

SQL queries

CMDB docs

Ticketing

Education

Bachelor's degree preferred

Tools

RDP

Deployment tools

Microsoft 365 Admin

Job description

This position is located in the office at Reno, NV, 89509.Required hours are Monday to Friday 8am to 4.30pmPlease fully complete the application to be considered.Technical Role SummaryThis 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 ResponsibilitiesServe as primary intake for IT incidents and service requests via phone, email, and ticketing systemPerform structured troubleshooting using documented workflows and root-cause isolation techniquesResolve Windows OS issues including profile corruption, OS configuration, patching, and driver-related problemsSupport endpoint hardware (desktops, laptops, printers, scanners, peripherals) including break/fix replacementAdminister Active Directory objects (users, groups) following least-privilege standardsCreate, modify, disable, and audit Microsoft 365 user accounts, mailboxes, licenses, and group membershipsTroubleshoot 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 troubleshootingDeploy and image workstations using standard build procedures and deployment toolsInstall, update, and license approved software packagesMaintain accurate CMDB/asset records and ticket documentationIdentify recurring incidents and potential systemic issues and escalate with supporting evidenceExecute limited, predefined SQL tasks (read-only queries or controlled updates) in approved environments onlyImagine Application Support ResponsibilitiesServe as initial technical contact for Imagine application incidents and service requestsDifferentiate between user workflow errors, configuration/data issues, and system-level problemsApply documented fixes and known workarounds for common Imagine issuesCollect detailed diagnostics (logs, screenshots, timestamps, reproduction steps, user context)Escalate to Tier 2/3 internal teams or vendor support per established escalation proceduresTrack escalations and communicate status updates to stakeholdersRequired Technical Experience5+ years of hands-on IT support or application support experienceAdvanced Windows OS administration and troubleshooting skillsStrong experience with Active Directory and access managementEnterprise Microsoft 365 administration and support experienceExperience working in structured, ticket-driven support environmentsStrong understanding of escalation thresholds and operational boundariesPreferred Technical SkillsExperience supporting small to mid-sized enterprise networksWorking knowledge of TCP/IP, DNS, DHCP, and client-server architectureRead-only or controlled SQL experienceFamiliarity with ITIL incident and problem management practicesA+, Microsoft, or equivalent technical certifications