IT Support Specialist II (Tier 2)

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

Job summary

StoneGate Senior Living in Lewisville, TX is seeking a knowledgeable 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.

Qualifications

• 3+ years IT support experience, including Tier 2/escala tion responsibilities.
• Experience implementing and supporting Microsoft 365 services (Exchange Online, Teams, OneDrive, SharePoint).
• Experience with Entra ID, Intune, device management, MFA, and conditional access policies.
• Familiarity with Google Admin Console and Chrome OS devices.
• Proven ability to document steps and collaborate cross-functionally.

Responsibilities

• Provide Tier 2 escalation support and resolve incidents from Service Desk.
• Troubleshoot Windows 10/11 devices, printers, VoIP, and critical apps.
• Manage and support Microsoft 365 services (Exchange Online, Teams, OneDrive, SharePoint).
• Administer Entra ID for user provisioning, licensing, MFA, and CA policies.
• Manage Intune for device enrollment, apps, compliance, and configuration profiles.
• Administer Google Admin Console and ChromeOS devices.
• Oversee endpoint lifecycle: provisioning, deployment, replacement, retirement.
• Perform routine maintenance, patching, and endpoint compliance monitoring.
• Handle authentication, enrollment, connectivity, and cloud-service issues.
• Document solutions within Matrix42 and collaborate with vendors.
• Provide remote and occasional on-site support; participate in on-call rotation.
• Mentor Tier 1 technicians and contribute to knowledge base.

Skills

Excellent communication

Customer service

Multitasking

Independent and team player

Troubleshooting

Fast-paced environment adaptability

Education

High School Diploma or equivalent

Associate's degree in IT/CS or related field

Microsoft certifications (AZ-900, Endpoint Administrator, SC-300)

CompTIA A+/Network+/Security+

Tools

Microsoft 365

Microsoft Entra ID

Microsoft Intune

Azure services

Google Admin Console

Matrix42 ticketing platform

Job description

IT Support Specialist II (Tier 2)

StoneGate Senior Living

Lewisville, TX

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 andis responsible fortroubleshooting 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 toknowledge base documentation and continuous process improvement initiatives.

• Mentor Tier 1technicians andassistwith 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 workethic, 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, ora relatedfield

• 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 Enterprisedevices

• Familiarity with ITIL practices and service management methodologies