IT Support Specialist

Applied Industrial Technologies; Sherwood (OR); On-site; USD 55,000 - 85,000; Full time

Job summary

Applied Industrial Technologies in Portland, OR is seeking a Level 2 IT Support Specialist to resolve complex desktop, endpoint, and network issues, image and deploy PCs, and onboard new hires with role-specific software builds.

You will own the end-to-end PC lifecycle, documenting solutions and communicating clearly with end users of varying technical skill levels, escalating deeper infrastructure problems to Level 3 as needed.

Qualifications

• Must have a High School Diploma or equivalent; Bachelor's degree preferred.
• 2-4 years of Level 1/Level 2 IT support or desktop support experience.
• Strong working knowledge of Windows 11 desktop OS.
• Experience imaging and deploying PCs (SCCM or similar).
• Experience troubleshooting wired/wireless connectivity and VPN/DNS/DHCP.
• Experience supporting OEM hardware utilities (Dell Command, Lenovo Vantage).
• Familiarity with CAD/engineering software installations and licensing.
• Active Directory / Microsoft Entra ID management experience.
• Strong customer service and ability to explain tech to non-technical users.
• Must reside in Portland metro area; no relocation assistance.
• Must be legally authorized to work in the United States; no sponsorship.

Responsibilities

• Serve as Tier 2 escalation for issues beyond Level 1 scope.
• Triage, diagnose, and resolve tickets within SLAs; escalate to Level 3 with clear docs.
• Maintain detailed ticket records with root cause and resolutions.
• Provide desktop/laptop hardware/software support and troubleshooting.
• Image, configure, and deploy PCs using standard corporate images.
• Install and support CAD/engineering software and OEM utilities.
• Configure accounts, profiles, and endpoint security for new hires.
• Prepare and image PCs for new hires and ensure readiness before start date.
• Create and maintain knowledge base articles and runbooks.
• Participate in IT team meetings and suggest process/imaging improvements.

Skills

Windows 11

Active Directory / Entra ID

Helpdesk / desktop support

Communication skills

Ticket management

Education

High School Diploma or equivalent

Bachelor's degree preferred

Tools

SCCM

Dell Command

Lenovo Vantage

Microsoft Entra ID

ITSM tools

Microsoft 365 Admin

Job description

The Level 2 IT Support Specialist serves as the primary escalation point for the Level 1 Helpdesk, resolving more complex desktop, endpoint, and network connectivity issues while escalating deeper infrastructure, server, or systems-level problems to the Level 3 team. This role owns the end-to-end PC lifecycle - imaging, deployment, and new hire setup - and provides specialized support for OEM and CAD/engineering software used across the business. The ideal candidate is a hands‑on troubleshooter who is comfortable working independently, documenting solutions, and communicating clearly with end users of varying technical skill levels.

Key Responsibilities

Escalation & Ticket Ownership

• Serve as the Tier 2 escalation point for issues that exceed Level 1 Helpdesk scope
• Triage, diagnose, and resolve tickets within defined SLAs; elevate unresolved or infrastructure-level issues to Level 3 with clear documentation of steps already taken
• Maintain accurate, detailed ticket records (root cause, resolution steps, follow‑up actions) in the IT service management platform

PC & Endpoint Support

• Provide desktop/laptop hardware and software support for end users, including diagnosis of performance, boot, driver, and peripheral issues
• Image, configure, and deploy new and replacement PCs using standard corporate images and deployment tools
• Install, configure, and troubleshoot OEM software and hardware‑specific utilities from PC/laptop manufacturers (e.g., Dell, HP, Lenovo)
• Install, configure, and support CAD or other specialized engineering/design software, including license activation, plugin/add‑in issues, and performance tuning for graphics‑intensive workloads

Network & Connectivity Troubleshooting

• Troubleshoot endpoint network connectivity issues across wired (Ethernet) and wireless (Wi‑Fi) connections
• Diagnose IP addressing, DNS, DHCP, VPN, and authentication‑related connectivity problems at the endpoint level
• Coordinate with Level 3/network team on switch port, wireless controller, or infrastructure‑level issues that fall outside endpoint scope

New Hire & Onboarding Support

• Prepare and image PCs for new hires according to role‑based standard software builds
• Install and configure required business applications, OEM utilities, and CAD/engineering software as applicable to the new hire's role
• Set up accounts, profiles, and endpoint security/compliance agents in coordination with IT security and helpdesk teams
• Ensure new hire equipment is tested and ready prior to start date

Documentation & Continuous Improvement

• Create and maintain knowledge base articles and runbooks for common Level 2 issues to improve Level 1 self‑sufficiency
• Participate reoccurring IT team meetings and status reports
• Identify recurring issues and recommend process, imaging, or configuration improvements
• Assist with maintaining accurate hardware/software asset inventory

Required Qualifications

• Must have a High School Diploma or equivalent; Bachelor's degree preferred
• 2-4 years of experience in a Level 1/Level 2 IT support or desktop support role
• Strong working knowledge of Windows 11 desktop operating systems
• Experience imaging and deploying PCs (e.g., via SCCM or similar tools)
• Experience troubleshooting wired and wireless endpoint connectivity (TCP/IP basics, DNS, DHCP, Wi‑Fi authentication)
• Experience supporting OEM hardware/software utilities (Dell Command, Lenovo Vantage, or similar)
• Familiarity with installing, licensing, and troubleshooting CAD or other specialized engineering/design applications
• Experience with Active Directory / Microsoft Entra ID user and device management
• Strong customer service orientation and ability to communicate technical concepts to non‑technical users
• Ability to prioritize and manage multiple tickets/requests simultaneously
• Must live in Portland metro area. We are unable to provide relocation expenses
• Must be legally authorized to work in the United States. Sponsorship will not be provided for this position

Preferred Qualifications

• Experience in an industrial, manufacturing, or engineering‑driven business environment
• Familiarity with Microsoft 365 administration (Exchange Online, Teams, OneDrive/SharePoint)
• Exposure to endpoint security tooling (antivirus/EDR agents, patch management)
• ITSM process experience
• CompTIA A+, Network+, or equivalent certification or experience

Founded in 1923, Applied Industrial Technologies (NYSE: AIT) is a leading value‑added distributor and technical solutions provider of industrial motion, fluid power, flow control, automation technologies, and related maintenance supplies. Our leading brands, specialized services, and comprehensive knowledge serve MRO and OEM end users in virtually all industrial markets through our multi‑channel capabilities that provide choice, convenience, and expertise.

Applied Industrial Technologies is built on a philosophy that puts people first. We are an equal opportunity employer, and we are committed to a workforce in which we enforce fair treatment and provide growth opportunities for everyone. All qualified applicants will receive consideration for employment regardless of age, race, color, national origin, genetics, religion, gender, marital status, physical or mental disability, or any other characteristic protected by applicable laws, regulations, and ordinances.