IT Support Specialist II

Apollo Mechanical Contractors; 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

IT Support Specialist II

Kennewick, WA | Full-Time

Position Summary

The IT Support Specialist II role provides technical assistance and second-level support to end users across the organization. This position is responsible for installing, configuring, maintaining, and troubleshooting hardware, software, and network-related systems to ensure reliable and efficient operations. The role requires strong technical expertise, professional communication skills, and a commitment to delivering high-quality customer service.

Key Responsibilities

• Serve as the primary point of escalation for complex technical issues, ensuring timely resolution and minimal disruption to business operations.
• Install, configure, and maintain workstations, laptops, mobile devices, peripherals, and related software applications.
• Diagnose and resolve hardware and software issues; elevate to senior IT staff or vendors when appropriate.
• Perform system updates, security patches, and hardware upgrades in alignment with IT standards and policies.
• Troubleshoot and resolve basic network issues, including connectivity, access, and configuration problems.
• Document support activities, resolutions, and procedures within the IT knowledge base to ensure consistency and process improvement.
• Collaborate with vendors and third-party providers to resolve issues and support system enhancements.
• Contribute to IT initiatives, including hardware refresh projects, software deployments, and process optimization.
• Provide professional, user-friendly communication and training to support end-user adoption of technology solutions.

Required Qualifications

• Associate’s or bachelor’s degree in Information Technology, Computer Science, or related field preferred, but not required.
• 2+ years of experience in a help desk, technical support, or IT support role.
• Proficiency in PC hardware, Microsoft Windows operating systems, and productivity tools such as Microsoft 365.
• Working knowledge of networking concepts, including DNS, DHCP, VPN, firewalls, routers, and switches.
• Experience using IT service management (ITSM) and ticketing systems.
• Familiarity with remote support tools and techniques.
• Strong problem-solving skills, with the ability to analyze, prioritize, and resolve issues effectively.
• Excellent written and verbal communication skills, with the ability to interact professionally at all organizational levels.
• Customer-focused mindset with a demonstrated ability to build positive working relationships.

Preferred Qualifications

• CompTIA A+, Network+, or Microsoft certifications.
• Experience supporting hybrid environments with both on-site and remote employees.
• Exposure to ITIL practices and ITSM frameworks.

Why Join Us

• Competitive compensation and benefits package.
• Professional development opportunities, including training and certifications.
• A collaborative and supportive work environment focused on operational excellence.

Benefits Offered

• Medical, Dental, and Vision
• 401K with Company Match
• STD, LTD, Voluntary Life benefits
• Paid Time off

Affirmative Action/EEO statement

As an Affiliation?

All employees are subject to a pre-employment drug screen.