IT Support Specialist, Tier 2

keepersecurity; United States; Remote; USD 60,000 - 85,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Life Insurance

Disability insurance

401(k)

Paid time off

Annual bonuses

Job summary

Keeper Security is seeking an on-site IT support specialist to provide advanced employee IT support and act as a technical resource for offices near El Dorado Hills, California. The role covers escalated endpoint, identity, software, and network issues with hands-on work in server rooms and office tech.

You will handle onboarding/offboarding, device configuration, asset records, and inventory audits, while documenting steps, guiding junior staff, and coordinating with vendors.

Qualifications

• Minimum 3 years in IT or systems support within a business setting.
• Hands-on support with Windows and macOS on laptops and mobile devices.
• Experience with on-site infrastructure and endpoint management.
• Solid networking basics: TCP/IP, DNS, DHCP, VPNs.
• Familiarity with IAM concepts and cloud productivity tools.
• Strong troubleshooting, documentation, and communication skills.

Responsibilities

• Resolve escalated hardware, software, endpoint, identity, access, and connectivity issues on Windows and macOS.
• Maintain workstations, laptops, mobiles, peripherals, and conference room gear.
• Support server racks, switches, cabling, and UPS; assist with hardware replacement.
• Troubleshoot networks, VPN access, MFA, and user provisioning.
• Assist onboarding/offboarding, device configuration, asset records, and inventory audits.
• Document troubleshooting, guide Tier 1 staff, coordinate with vendors, and escalate as needed; provide occasional after-hours support.

Skills

Windows

macOS

Mobile devices

Hardware troubleshooting

Documentation

Customer communication

Tools

Intune

Active Directory

Entra ID

Okta

VPN

Job description

Role overview

Provide advanced employee IT support and serve as an on-site technical resource for office systems and infrastructure. The role handles escalated endpoint, identity, software, and network issues alongside hands‑on work with server room equipment, office technology, and IT projects. It is based near El Dorado Hills, California, with at least three days on‑site each week and additional presence as needed.

Responsibilities

• Resolve escalated hardware, software, endpoint, identity, access, and connectivity issues across Windows and macOS devices.
• Maintain workstations, laptops, mobile devices, peripherals, and office systems such as conference room equipment and printers.
• Support physical infrastructure including server racks, servers, switches, cabling, and UPS equipment; assist with hardware replacement and rack work.
• Troubleshoot wired and wireless networks, VPN access, and user authentication, including MFA and account provisioning.
• Help with onboarding and offboarding, device configuration, software deployment, asset records, and inventory audits.
• Document troubleshooting, guide Tier 1 colleagues, coordinate with vendors, and elevate complex issues; provide occasional after‑hours support for critical incidents.

Requirements

• At least 3 years in IT, desktop, or systems support, including experience handling Tier 2 or escalated issues in a business setting.
• Hands‑on support experience with Windows and macOS, laptops and mobile devices, common applications, and hardware troubleshooting.
• Experience with physical servers, racks, switches, cabling, or other on‑site infrastructure.
• Working knowledge of networking concepts such as TCP/IP, DNS, DHCP, VPNs, VLANs, and wireless networking.
• Familiarity with identity and access, endpoint management or MDM, and cloud productivity platforms.
• Strong troubleshooting, documentation, and customer communication skills; able to work independently on‑site and recognize when to elevate.

Nice to have

• Experience with Windows Server or Linux, server room or data center support, virtualization, network equipment, or office AV and access systems.
• Familiarity with Intune, Kandji, Active Directory, Entra ID, or Okta; relevant IT, networking, or vendor certifications.
• Experience in a security‑conscious or compliance‑driven environment and effective use of AI‑assisted tools for support work.

Benefits and work setup

The source lists medical, dental, and vision coverage; life and disability insurance; a 401(k); paid time off; and annual bonuses.