IT Support Specialist II

SHINE Technologies, LLC; Janesville, Northern (WI, KY); Hybrid; USD 39,000 - 44,000; Full time

Job summary

SHINE Technologies, LLC in Wisconsin seeks an IT Support Specialist II to provide advanced technical support to internal customers, act as escalation point for tier 1, and own incidents through resolution across Windows, macOS, and Linux.

You will improve end-user reliability, document issues clearly, and collaborate with security and network teams on escalations. The role requires 3–5 years in customer-facing IT support and strong communication.

Qualifications

• 3–5 years in a customer-facing IT support role, including tier 2/escalation support.
• Strong troubleshooting and analytical skills to resolve complex technical issues.
• Excellent written and verbal communication; able to work independently.
• Experience with Windows 10/11; basic to intermediate Linux support.
• Proficiency with Microsoft 365 and remote support tools.

Responsibilities

• Serve as escalation point for tier 1 support and resolve complex issues.
• Provide advanced troubleshooting for Windows, macOS, and Linux.
• Take ownership of incidents through resolution with clear user communication.
• Monitor and manage help desk tickets per priority and SLAs.
• Assist with provisioning, configuration, deployment of end-user devices.
• Contribute to knowledge base articles and support documentation.

Skills

Troubleshooting

Customer service

Independent worker

Multitasking

Windows 10/11

Linux basics

Microsoft 365

Remote support tools

Tools

Active Directory

Azure Active Directory

Microsoft Intune

Job description

Description

SHINE Technologies is seeking an IT Support Specialist II to provide advanced technical support to internal customers and serves as an escalation point for tier 1 support. This role is responsible for diagnosing and resolving complex hardware, software, and operating system issues across multiple platforms. The IT Support Specialist II takes ownership of incidents through resolution, identifies root causes of recurring issues, and collaborates with other IT teams to improve end user technology, reliability, and support processes.

The base salary range for this position is $28.00 - $32.00 per hour plus a comprehensive compensation package. Our salary ranges are determined by role, level, and location.

Duties and Responsibilities:

Specific duties and responsibilities of the IT Support Specialist II include, but are not limited to:

• Serve as an escalation point for tier 1 support and resolve complex technical issues
• Provide advanced troubleshooting and support for Windows, macOS, and Linux operating systems
• Diagnose and resolve hardware, operating system, application, and connectivity issues
• Provide in-person and remote support for end users as needed
• Monitor, manage, and resolve help desk tickets according to priority and service level objectives
• Take ownership of incidents through resolution, including clear documentation and end user communication
• Perform root cause analysis on recurring incidents and recommend long-term solutions
• Assist with provisioning, configuration, deployment, and support of end user devices
• Support system upgrades, software deployments, and new technology initiatives
• Maintain accurate asset inventory and configuration documentation
• Collaborate with systems, network, and security teams on escalated issues
• Contribute to knowledge base articles, troubleshooting guides, and support documentation
• Adhere to and promote information security policies, standards, and best practices

Requirements

• Minimum 3–5 years experience in a customer-facing IT support role, including tier 2 or escalation support
• Strong troubleshooting and analytical skills with the ability to resolve complex technical issues
• Excellent interpersonal and communication skills, both written and verbal
• Demonstrated ability to work independently and manage multiple priorities
• Strong experience supporting Windows 10/11 operating systems
• Basic to intermediate experience supporting Linux operating systems, including user-level troubleshooting, command-line navigation, and log review
• Proficiency with Microsoft 365 (Outlook, Teams, Word, Excel, PowerPoint)
• Experience with remote support tools and help desk ticketing systems
• Highly organized and detail-oriented

Preferred Requirements:

• Experience supporting or administering Active Directory and Azure Active Directory
• Working knowledge of Microsoft Intune or other MDM solutions
• Understanding of network fundamentals (DNS, DHCP, TCP/IP, VPN)
• Experience supporting mobile devices (iOS and Android)
• Familiarity with ITIL processes and incident/problem management
• Experience creating technical documentation and knowledge base articles
• Technical certifications such as CompTIA A+, Network+, or Microsoft certifications

Working Conditions and Physical Effort:

• Requires frequent leaning, bending, stooping, crouching, grasping, and reaching above the shoulders and below the knees.
• Moderate physical activity. Requires handling of average-weight objects up to 40 pounds or standing and/or walking for more than four (4) hours per day.
• Fine motor coordination and strong depth perception is beneficial.
• Work involves moderate exposure to unusual elements, such as extreme temperatures, dirt, dust, fumes, smoke, unpleasant odors, and/or loud noises.
• Work environment involves some exposure to hazards or physical risks, which require following basic safety precautions.

Employees must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of this job, absent undue hardship.

Eligibility for employment is conditioned on the applicant’s ability to qualify for access to information subject to U.S. Export Controls. Additionally, applicant’s eligibility may be conditioned based upon meeting the Nuclear Regulatory Commission requirements for access to Safeguards Information, which typically requires a pre-employment drug screen, fingerprinting and criminal background check.

SHINE values diversity in all its forms as a critical component of innovation, which is fundamental to our success. Every member of the SHINE community benefits from the talents and experiences of our peers, from the mutual respect we exercise, and from the responsibility we take for our actions.

SHINE Technologies, LLC maintains affirmative action plans for individuals with disabilities and protected veterans. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.