IT Support Specialist II — Hybrid (Tier 2)

Relativity; Chicago (IL); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Relativity is seeking an IT Support Specialist (Intermediate) in a hybrid Chicago, IL environment. You will provide Tier 2 support, troubleshoot complex desktop, network, and application issues, and serve as an escalation point for junior analysts.

You’ll aid identity management (Azure AD/Microsoft 365), IAM workflows, MFA troubleshooting, and endpoint management with Intune, JAMF, and Autopilot, while mentoring teammates and contributing to knowledge resources across global IT teams.

Qualifications

• 2+ years in technical support.
• Associate degree or equivalent technical foundation.
• Strong proficiency with operating systems, hardware, and enterprise applications.
• Experience supporting remote, hybrid, and global teams.
• Ability to lift, carry and move equipment weighing up to 50lbs.

Responsibilities

• Provide Tier 2 support for escalated incidents requiring deeper technical analysis.
• Troubleshoot advanced desktop, network, and application issues across multiple platforms.
• Independently resolve most assigned tickets without guidance.
• Act as an escalation point for Tier 1 analysts.
• Train and coach junior team members.
• Support identity management tasks (Azure AD/Microsoft 365, IAM workflows, MFA troubleshooting).
• Assist with endpoint management activities using MDM tools (Intune, JAMF, Autopilot).
• Own major incident communication for incidents within scope.
• Contribute to knowledge base improvements and documentation quality.
• Participate in root-cause analysis for recurring issues.
• Support deployment of enterprise hardware, software, and configuration baselines.
• Collaborate with global IT teams to maintain consistent support standards.

Skills

Technical support experience

Operating systems

Enterprise applications

Remote/hybrid/global support

Physical lifting up to 50lbs

Education

Associate degree or equivalent technical foundation

Tools

Intune

JAMF

Autopilot

Azure AD

Microsoft 365

Job description

Relativity is seeking an IT Support Specialist (Intermediate) in a hybrid Chicago, IL environment. You will provide Tier 2 support, troubleshoot complex desktop, network, and application issues, and serve as an escalation point for junior analysts.

You’ll aid identity management (Azure AD/Microsoft 365), IAM workflows, MFA troubleshooting, and endpoint management with Intune, JAMF, and Autopilot, while mentoring teammates and contributing to knowledge resources across global IT teams.