IT Support Specialist II: Advanced Troubleshooting & Mentorship

Gifthealth; Columbus (OH); On-site; USD 60,000 - 90,000; Full time

Job summary

Gifthealth is seeking an IT Support Specialist II to provide advanced end-user technical support across the company’s environment, including workstations, applications, access, and peripherals. You will handle escalations with a focus on ownership, documentation, and high-quality user experiences.

Reporting to IT leadership, you’ll improve workflows, contribute to knowledge base articles, and mentor junior staff while maintaining strong communication with both technical and non-technical users.

Qualifications

• Education: High school diploma or equivalent. (Required)
• Certification: CompTIA Network+ or equivalent (preferred).
• Experience: 2–4 years in IT support/help desk (Required).
• Experience with IT service management systems and escalations (Preferred).
• Mentoring or supporting junior staff (Preferred).
• Exposure to identity/endpoint/enterprise environments (Preferred).
• Strong understanding of endpoints, apps, peripherals, and access concepts (SSO, SAML).
• Advanced troubleshooting for standard to moderately complex issues (Required).
• Ability to manage ticket volume and drive resolution (Required).
• Strong documentation and communication for non-technical users (Required).

Responsibilities

• Respond to IT support requests via ticketing, chat, and in person.
• Troubleshoot standard and moderately complex issues on endpoints and apps.
• Serve as escalation point, drive resolution before escalating further.
• Escalate urgent issues per site leadership when needed.
• Maintain metrics for response, resolution, and first-contact goals.
• Identify recurring issues and suggest workflow improvements.
• Assist with device deployments, onboarding/offboarding, and access workflows.
• Develop and maintain knowledge base and standard procedures.
• Communicate clearly with technical and non-technical users.

Skills

Endpoint systems

User environments

SSO

SAML

Provisioning

Password resets

Access workflows

Troubleshooting

Documentation

Communication

Education

High school diploma

Job description

Gifthealth is seeking an IT Support Specialist II to provide advanced end-user technical support across the company’s environment, including workstations, applications, access, and peripherals. You will handle escalations with a focus on ownership, documentation, and high-quality user experiences.

Reporting to IT leadership, you’ll improve workflows, contribute to knowledge base articles, and mentor junior staff while maintaining strong communication with both technical and non-technical users.