IT Support Specialist - Level 2 (Cranston, RI)

Korn Ferry; Portland (OR); On-site; USD 60,000 - 85,000; Full time

Job summary

Korn Ferry is looking for an IT Support Specialist - Level 2 in Portland, Oregon. This role involves providing advanced technical support to end-users, handling escalated tickets, and improving IT systems.

The ideal candidate will possess strong skills in Microsoft 365 and Azure, have a minimum of 3 years in IT support, and be capable of troubleshooting complex issues. The position offers the opportunity to collaborate closely with other IT professionals.

Qualifications

• Minimum of 3 years of experience in IT support or a related technical role.
• Strong knowledge of Microsoft 365 Suite and Azure Services.
• Proficiency in troubleshooting and administration of Entra.

Responsibilities

• Provide second-level technical support for hardware, software, and networking issues.
• Troubleshoot and resolve complex issues related to operating systems and applications.
• Collaborate with IT team members to enhance service quality.

Skills

Microsoft 365 Suite

Azure Services

Entra administration

AWS cloud services

Identity Management

Firewalls

Network infrastructure knowledge

Problem-solving skills

Communication skills

Education

Associate’s degree in Information Technology

Bachelor's degree in a related field

Tools

Remote support tools

Job description

The IT Support Specialist - Level 2 is responsible for providing advanced technical support to end-users across hardware, software, networking, and system issues. This role handles escalated support tickets and contributes to maintaining and improving IT systems. The Level 2 Specialist serves as a key escalation point between Level 1 support and senior technical staff or system administrators.

Key Responsibilities

• Provide second-level technical support for hardware, software, and networking issues.
• Troubleshoot and resolve complex issues related to operating systems, application software, and network connectivity.
• Assist in maintaining IT documentation, including troubleshooting procedures, installation instructions, and user guides.
• Collaborate with IT team members to improve processes and enhance overall service quality.
• Assist with network troubleshooting, VPN support, and Wi‑Fi connectivity issues.
• Support Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) and common business applications.
• Document resolutions and contribute to the internal knowledge base.
• Provide guidance and mentorship to Level 1 and Help Desk teams.
• Stay updated with emerging technologies and advancements in IT support.

Qualifications

• Education: Associate’s degree in Information Technology, Computer Science, or a related field; Bachelor's degree preferred.
• Experience: Minimum of 3 years of experience in IT support or a related technical role.
• Skills:
  • Strong knowledge of Microsoft 365 Suite and Azure Services.
  • Proficiency in Entra administration and troubleshooting.
  • Experience with AWS cloud services, Identity Management, and Firewalls.
  • Knowledge of network infrastructure (HP/Aruba, Cisco, SonicWall, Unifi).
  • Excellent problem‑solving and communication skills.
  • Ability to work independently and in a team‑oriented environment.

Preferred Qualifications

• IT certifications (e.g., CompTIA Security+, Network+, Firewall Certifications, Microsoft Certified, CCNA, AWS Certified, SonicWALL Network Security Administrator, Jamf).
• Proficient with remote support tools and systems.