IT Tier 2 Support Technician

Novaspect, Inc.; Schaumburg (IL); Hybrid; USD 41,328 - 46,838; Full time

Benefits offered by this job

401(k) with company match

Employee Stock Ownership Plan (ESOP)

Health & wellness benefits

Student debt & tuition reimbursement

Referral bonus

Job summary

Novaspect, Inc. in Schaumburg, Illinois is looking for an IT Support Technician II to be the technical backbone for IT support, handling escalated requests and ensuring the stability of IT systems. The ideal candidate will possess a bachelor's degree in Information Technology or related fields and have 3-5 years of relevant experience.

Roles include administering Microsoft 365, managing support queues, and troubleshooting a variety of IT issues. Benefits include paid time off, a 401(k) with a match, and health benefits.

Qualifications

• 3-5 years of progressive IT support experience in a business environment.
• Experience in a Tier2 Help Desk or equivalent role.
• Strong communication and documentation skills.

Responsibilities

• Serve as the primary escalation point for Tier 1 Help Desk tickets.
• Administer and support the Microsoft 365 E5 suite.
• Deploy Dell Windows 11 laptops using Microsoft Intune.

Skills

Windows10/11

Microsoft365E5

Autopilot

Active Directory

ITSM tools (Freshservice, PDQ)

Networking fundamentals

Customer service mindset

Problem-solving skills

PowerShell scripting

Education

Bachelor's degree in IT, Computer Science, or equivalent experience

Tools

Microsoft Intune

CrowdStrike

Job description

Job Overview

Novaspect, Inc., an Emerson Impact Partner and global leader in automation systems and solutions, seeks a proactive, technically skilled IT Support Technician II. The role serves as the technical backbone between frontline support and senior Systems, Network, and Security teams, handling escalated support requests and contributing to the stability and security of our IT environment.

Responsibilities

• Support & Escalation Ownership
  • Serve as the primary escalation point for Tier 1 Help Desk tickets with timely, accurate root‑cause analysis and resolution.
  • Act as both Level 1 and Level 2 responder depending on staffing and incident severity.
  • Own tickets through resolution—including user communication, documentation, and handoff when further escalation is required.
  • Manage support queues; ensure accurate ticket categorization, prioritization, and closure against SLA targets.
  • Participate in IT projects, system rollouts, and process improvements.
• Microsoft 365 & Identity Administration
  • Administer and support the Microsoft 365 E5 suite (Exchange Online, Microsoft Teams, OneDrive, SharePoint Online).
  • Support Active Directory (on‑prem) and EntraID tasks: user provisioning, deprovisioning, security and distribution group management.
  • Support MFA and identity‑related troubleshooting (hybrid identity, AzureADConnect, SSO).
• Endpoint, Mobile & Device Management
  • Deploy Dell Windows11 laptops using Microsoft Intune, WindowsAutopilot, and PDQ Deploy.
  • Handle onboarding/offboarding, including hardware setup, software provisioning, and access management.
  • Manage endpoint and mobile devices via Intune, including enrollment, policies, and troubleshooting.
  • Perform firmware, BIOS, and driver updates using Dell Command Update.
• Security, Compliance & Monitoring
  • Provide Tier2 support for endpoint security tools (e.g., CrowdStrike).
  • Manage phishing response using KnowBe4 PhishER.
  • Monitor and remediate unauthorized software.
  • Support compliance activities, including audits and access reviews.
  • Use monitoring tools (PRTG, Zabbix) to identify and resolve issues.
• Networking, Servers & Infrastructure
  • Diagnose network connectivity: DNS, DHCP, TCP/IP, wired and wireless access, and VPN.
  • Support Dell servers in Hyper‑V environments (basic VM operations and monitoring).
  • Support endpoints with WSUS / Intune / third‑party application patching.
  • Manage conference room AV equipment and proactive health checks.
  • Collaborate with Network, System, and Cybersecurity admins on complex issues and infrastructure initiatives.
• Asset, Inventory & Lifecycle Management
  • Maintain Freshservice asset management for inventory tracking and lifecycle updates.
  • Support system improvements and audits.
  • Manage hardware shipments, inventory, and ordering devices.
• Documentation, Training & Knowledge Sharing
  • Maintain and enhance knowledge base, SOPs, and policies.
  • Deliver end‑user training on Microsoft365 and related tools.
  • Mentor Tier1 technicians and interns, sharing knowledge and elevating the team.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent hands‑on experience.
• 3‑5 years of progressive professional IT support experience in a business environment, with demonstrated time in a Tier2 Help Desk or equivalent role.
• Strong hands‑on experience with Windows10/11, Microsoft365E5, Autopilot, and Active Directory.
• Experience with mobile device support and Microsoft Intune.
• ITSM & asset management tools: Freshservice, PDQ.
• Familiarity with endpoint protection platforms (CrowdStrike or similar).
• Solid grasp of networking fundamentals and remote access technologies.
• Strong troubleshooting methodology, documentation discipline, and professional communication skills.
• Genuine curiosity to solve problems and a strong customer‑service mindset.
• Understanding of ITIL4 Foundation principles.
• Experience with or understanding of Exchange Online and Microsoft Teams administration.
• Mobile administration: Apple Business Manager, Verizon Admin Portal.
• Familiarity with PowerShell scripting for automation and diagnostics.
• Exposure to hybrid identity environments (AzureADConnect, SSO).
• IT certifications such as CompTIA Network+, Microsoft365 Certified: Modern Desktop / Endpoint Administrator, or equivalent.

Physical Requirements

• Lift up to 50 lbs.
• Manipulate small objects/tools; frequent use of small hand tools and electronic test equipment.
• Repetitive hand motions.
• Stoop, crawl, and crouch while working on equipment on hands and knees.
• Prolonged use of computer and telephone.
• Occasional irregular hours, drive company vehicles and frequent territory‑wide travel.
• Use a standard 8‑foot ladder safely for pulling and adjusting cables in the ceiling.

Compensation

Hourly Rate: $30.00 – $34.00. Eligible for overtime.

Benefits

• Paid time off: 15 vacation days, 10 holidays, and 10 days of Paid Sick & Safety Time (PSST).
• 401(k) with 6% company match.
• Employee Stock Ownership Plan (ESOP).
• Health & wellness benefits.
• Student debt & tuition reimbursement.
• Referral bonus.

Schedule

• Monday – Friday: 7:30am – 4:30pm.
• First half‑year full onsite; thereafter eligible for 2‑day remote / 3‑day hybrid schedule based on performance.