IT Support Specialist II: Cross-Platform Troubleshooter

SHINE Technologies LLC; Janesville (WI); On-site; USD 39,000 - 44,000; Full time

Job summary

SHINE Technologies LLC is seeking an IT Support Specialist II to provide advanced technical support to internal customers and act as an escalation point for tier 1. You will diagnose and resolve complex hardware, software, and OS issues across Windows, macOS and Linux, with ownership of incidents and clear end-user communication.

The role requires 3–5 years in customer-facing IT support, strong troubleshooting, and the ability to work independently.

Qualifications

• 3–5 years of 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 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.

Responsibilities

• 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

Skills

Windows

macOS

Linux

Microsoft 365

Active Directory

Tools

Microsoft Intune

Job description

SHINE Technologies LLC is seeking an IT Support Specialist II to provide advanced technical support to internal customers and act as an escalation point for tier 1. You will diagnose and resolve complex hardware, software, and OS issues across Windows, macOS and Linux, with ownership of incidents and clear end-user communication.

The role requires 3–5 years in customer-facing IT support, strong troubleshooting, and the ability to work independently.