IT Support Specialist II – Advanced Desktop & 365 Expert

Evergreen Services Group

Indianapolis (IN)

Hybrid

USD 60,000 - 85,000

Full time

6 days ago

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Benefits offered by this job

Competitive salary

Professional growth

Collaborative environment

Variety of projects

Job summary

AME is a MSP focused on client experiences through reliable support and continual improvement. The IT Support Specialist II handles advanced desktop/application issues, ownership of escalated tickets, and strong customer service in a dynamic OSC Desktop team.

You will administer Microsoft 365 environments, manage Active Directory tasks, support macOS, and troubleshoot network, backup, and security concerns while collaborating with specialist teams and mentoring junior staff.

Qualifications

Proficient in Microsoft 365 administration including Exchange Online and SharePoint.
Strong Active Directory and GPO troubleshooting skills.
Advanced desktop/application troubleshooting experience.
Windows/macOS support with knowledge of Jamf/MDM basics.
Solid network fundamentals and diagnostics capabilities.
Experience with backup/recovery workflows and file restorations.
Awareness of phishing, malware response, and MFA implementation.
Excellent customer service and ability to explain technical concepts clearly.
Strong written and verbal communication; capable of independent troubleshooting.
Ownership mindset to drive issues to resolution and escalation when needed.
Team-oriented collaboration and willingness to share knowledge.
Commitment to continuous learning and improvement.

Responsibilities

Resolve advanced desktop and application issues (performance problems, conflicts, registry-level troubleshooting).
Take over tickets escalated from AI/automation systems when automation can’t complete the request.
Administer Microsoft 365 environments (Exchange Online, SharePoint permissions, security groups, conditional access).
Perform Active Directory tasks (user/group management, GPO troubleshooting, basic modifications).
Support macOS environments, including troubleshooting and basic Jamf/MDM administration.
Troubleshoot network-related issues (VPN connectivity, DNS/DHCP problems, basic network diagnostics).
Implement and support backup/recovery solutions, including file/folder restores.
Identify and respond to security issues (phishing attempts, malware removal, MFA).
Manage software installations, deployments, and licensing issues.
Perform hardware diagnostics and coordinate replacements or on-site support.
Document all work in the service desk system with clear notes and next steps.
Create and maintain client-specific SOPs; contribute to process improvements.
Mentor Level 1 technicians through shadowing and training.
Collaborate with server, network, and security teams for escalations.
Participate in client onboarding and migrations/projects as needed.