L2 IT Support Specialist

TEEMA; Round Rock (TX); Hybrid; USD 55,000 - 75,000; Full time

Job summary

TEEMA is seeking an L2 IT Support Specialist to serve as the Tier 2 expert for escalations. The role focuses on hardware, software, and Microsoft 365 support across multiple locations, with a strong emphasis on user experience and secure, reliable tools.

You will configure and manage devices with Intune, Entra ID, and Defender, while using PowerShell to automate routine tasks. Occasional travel for projects and rollout initiatives is expected.

Qualifications

• Educational background in IT/CS or related field, or equivalent experience.
• 2-3 years of IT support or helpdesk experience.
• Strong knowledge of Windows 10/11 and Microsoft 365.
• Familiarity with basic networking concepts.

Responsibilities

• Resolve Tier 2 hardware, software, and M365 issues to keep operations running.
• Configure and deploy Windows laptops/desktops/mobile devices using Intune.
• Automate tasks with PowerShell and document remediation steps.
• Troubleshoot LAN/Wi-Fi, VPN, DNS, and DHCP across sites.
• Onboard new hires: account creation, hardware setup, Entra ID provisioning.
• Collaborate with IT leadership and vendors on tech refreshes and rollouts.
• Monitor endpoint compliance and support cybersecurity awareness.
• Maintain knowledge base and ITSM records.

Skills

Windows 10/11

Microsoft 365

Networking basics

Communication skills

PowerShell basics

Education

Associate or Bachelor's degree in IT/CS or related field

Equivalent professional experience

Tools

Intune

Entra ID / Azure AD

Microsoft Defender

ITSM tools (ConnectWise, ITGlue)

Job description

Are you a natural problem-solver who loves turning technical challenges into seamless user experiences? As our L2 IT Support Specialist, you will be the heartbeat of our technology support system. This is a high-impact, hands-on role where you serve as the primary expert for Tier 2 technical escalations, ensuring that our team members have the functional, secure, and reliable tools they need to excel. You won't just be fixing computers; you'll be an essential partner in our mission, driving digital excellence across multiple locations and empowering your colleagues through top-tier technical guidance and a customer-first mindset.

Key Responsibilities:

Expert Troubleshooting: Resolve sophisticated Tier 2 issues involving hardware, software, and the Microsoft 365 suite (Outlook, Teams, SharePoint) to keep our operations running smoothly.

Modern Device Management: Configure and deploy high-performance Windows laptops, desktops, and mobile devices using Intune and industry-leading security standards.

Automation & Innovation: Utilize PowerShell to automate routine tasks, standardize data collection, and create efficient remediation steps that save time and improve accuracy.

Network & Connectivity Mastery: Support the backbone of our digital workspace by troubleshooting LAN/Wi-Fi, VPN, DNS, and DHCP, ensuring every site stays connected.

Seamless Onboarding: Create an incredible "Day One" experience for new hires by managing account creation, hardware setup, and permissions through Entra ID (Azure AD).

Collaborative Partnership: Work closely with IT leadership, regional leads, and external vendors to implement office tech refreshes and exciting new rollout initiatives.

Security Stewardship: Safeguard our digital environment by monitoring endpoint compliance, managing Microsoft Defender, and supporting cybersecurity awareness campaigns.

Knowledge Leadership: Champion process excellence by maintaining detailed records in our ITSM platform and contributing to a robust internal knowledge base.

Required Qualifications

Educational Background: An Associate or Bachelor's degree in IT, Computer Science, or a related field (or equivalent professional experience).

Proven Experience: 2-3 years of success in an IT support or helpdesk role, ideally within a multi-site or field-based environment.

Technical Proficiency: Strong working knowledge of Windows 10/11, Microsoft 365, and fundamental networking principles.

Organizational Skills: A self-motivated professional who can prioritize effectively and meet deadlines in a dynamic environment.

Communication Excellence: The ability to provide clear, jargon-free updates and follow through on commitments to ensure a superior user experience.

Desired Qualifications

Advanced Toolkit: Previous experience with Intune, Entra ID (Azure AD), Microsoft Defender, and endpoint imaging.

Platform Familiarity: Exposure to ITSM platforms (such as ConnectWise) and documentation tools (like ITGlue).

Analytical Mindset: A proactive approach to identifying recurring problems and proposing creative, long-term solutions.

Location and Work Type

Location: Primary on-site support at our main office, with remote support provided for all other regional locations.

Work Type: Full-time, Exempt. This role includes occasional travel for exciting projects, site rollouts, and high-level escalations.