IT Support Specialist II (Tier 2)

StoneGate Senior Living, LLC; Lewisville (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

StoneGate Senior Living in Lewisville, TX is seeking an IT Support Specialist II (Tier 2) to join our IT team as the primary escalation point for Tier 1 support. You will troubleshoot and resolve advanced technical issues across our cloud-based environment and support Windows devices, printers, VoIP systems, and business-critical applications.

The ideal candidate has hands-on experience with Microsoft 365, Entra ID, Intune, Azure services, and Google Admin Console, plus strong customer service

Qualifications

• 3+ years of IT support experience, including at least 1 year in Tier 2/2nd line support.
• Strong experience administering and supporting Microsoft 365 services (Exchange Online, Teams, OneDrive, SharePoint).
• Experience with Entra ID, Intune, Windows 10/11, and MFA/Conditional Access policies.
• Familiarity with Google Admin Console and device management.
• Experience with ticketing systems and documenting support activities.

Responsibilities

• Provide Tier 2 technical support and resolve escalated incidents from the Service Desk.
• Troubleshoot and support Windows 10/11 devices, printers, VoIP systems, and business-critical applications.
• Administer and support Microsoft 365 services (Exchange Online, Teams, OneDrive, SharePoint).
• Manage user accounts, security groups, licensing, and MFA within Entra ID.

Skills

Microsoft 365

Entra ID

Intune

Windows 10/11

MFA & CA

Google Admin Console

Ticketing systems

Education

High School Diploma or equivalent

Associate's degree in IT or related field

Tools

Matrix42

Job description

Lewisville, TX

StoneGate Senior Living

StoneGate Senior Living in Lewisville, TX is seeking a knowledgeable and customer-focused IT Support Specialist II (Tier 2) to join our IT team. This position serves as the primary escalation point for Tier 1 support and is responsible for troubleshooting and resolving advanced technical issues across our cloud-based environment.

The ideal candidate will have experience supporting Microsoft 365, Microsoft Entra ID, Microsoft Intune, Azure services, and Google device administration. This role requires strong technical troubleshooting skills, excellent customer service, and the ability to succeed in a fast-paced healthcare environment.

Key Responsibilities

• Provide Tier 2 technical support and resolve escalated incidents from the Service Desk team.


• Troubleshoot and support Windows 10/11 devices, printers, VoIP systems, and business-critical applications.


• Administer and support Microsoft 365 services, including Exchange Online, Teams, OneDrive, and SharePoint.


• Manage user accounts, security groups, licensing, Conditional Access policies, and Multi-Factor Authentication (MFA) within Microsoft Entra ID.


• Administer and support Microsoft Intune, including device enrollment, application deployment, compliance policies, configuration profiles, and endpoint troubleshooting.


• Administer and support Google Admin Console, including ChromeOS device support.


• Manage endpoint lifecycle activities including provisioning, deployment, replacement, and retirement of devices.


• Perform routine system maintenance, software updates, patch management, and endpoint compliance monitoring.


• Troubleshoot authentication, device enrollment, connectivity, and cloud-service-related issues.


• Document troubleshooting steps, solutions, and procedures within the Matrix42 ticketing platform.


• Provide remote and occasional on-site support using approved remote support tools.


• Collaborate with vendors, business departments, and senior IT staff to resolve complex issues.


• Contribute to knowledge base documentation and continuous process improvement initiatives.


• Mentor Tier 1 technicians and assist with technical development and troubleshooting best practices.


• Participate in an on-call rotation for critical support incidents.

Required Qualifications

• 3+ years of IT support experience, including at least 1 year in a Tier 2 Helpdesk, Service Desk, or Desktop Support role.


• Strong experience administering and supporting:


• Microsoft 365


• Microsoft Entra ID


• Microsoft Intune


• Windows 10 and Windows 11


• Networking fundamentals (DNS, DHCP, TCP/IP, VPN)


• Experience managing user provisioning and deprovisioning, licensing, group memberships, Conditional Access policies, and MFA.


• Experience with endpoint management, software deployment, and device compliance through Intune.


• Familiarity with Google Admin Console.


• Experience working with ticketing systems and documenting support activities.


• Strong troubleshooting and problem-solving abilities.


• Excellent verbal and written communication skills.


• Exceptional customer service skills and a customer-first mindset.


• Ability to prioritize multiple tasks and work effectively in a fast-paced environment.


• Positive attitude, strong work ethic, and willingness to learn.


• Ability to work independently and collaboratively within a team environment.


• High School Diploma or equivalent.

Preferred Qualifications

• Associate's degree in Information Technology, Computer Science, or a related field.


• Microsoft Certified: Azure Fundamentals (AZ-900).


• Microsoft 365 Certified: Endpoint Administrator Associate.


• Microsoft Certified: Identity and Access Administrator (SC-300).


• CompTIA A+, Network+, or Security+ certifications.


• Experience supporting healthcare organizations and HIPAA-regulated environments.


• Experience administering Chrome Enterprise devices.


• Familiarity with ITIL practices and service management methodologies.