Level 2 Support Specialist

MAPSYS Inc.; Columbus (OH); On-site; USD 52,000 - 76,000; Full time

Job summary

MAPSYS Inc. is seeking a Level 2 Support Specialist to deliver hands-on IT support across Google Workspace, macOS, Windows devices, and networking in Columbus, OH.

The role blends Tier 1/2 user support with Google Workspace administration, identity management, and security, requiring strong customer service and problem-solving skills.

Qualifications

• 3+ years of Help Desk, Desktop Support, or IT Support experience.

Responsibilities

• Provide Tier 1 and Tier 2 technical support for hardware, software, access, and connectivity issues.

Skills

Help Desk experience

Google Workspace administration

Apple macOS support

Windows PC support

Networking troubleshooting

Security & IAM basics

SaaS administration

Customer service

Documentation

Prioritization

Tools

Jamf

NinjaOne

SentinelOne

UniFi (Ubiquiti)

DNS/DHCP tools

AWS

VMware

Job description

We are seeking a motivated Level 2 Support Specialist to provide hands-on technical support across Google Workspace, Apple macOS, SaaS applications, networking, and endpoint technologies.

This role combines Tier 1/2 user support with Google Workspace administration, identity and access management, networking, security, and infrastructure support. The ideal candidate is service-oriented, technically curious, and comfortable troubleshooting issues while identifying opportunities to improve IT operations.

This position requires regular in-person support, including a minimum of two onsite days per week in Columbus, OH.

Key Responsibilities

End User & Endpoint Support

• Provide Tier 1 and Tier 2 technical support for hardware, software, access, and connectivity issues.
• Deploy, configure, and troubleshoot Apple macOS and Windows laptops/desktops, monitors, docks, printers, mobile devices, and conferencing equipment.
• Support Slack, 1Password, Box, and other SaaS applications.
• Support device enrollment, endpoint security, and management through Jamf or similar MDM platforms.
• Perform employee onboarding/offboarding and device lifecycle management.

Google Workspace

• Provide Level 2 support and administration for Google Workspace.
• Administer Gmail, Drive, Shared Drives, Calendar, Meet, Groups, permissions, and security settings.
• Troubleshoot Google email delivery, spam filtering, calendar sharing, delegated access, permissions, and Google Postmaster Tools.
• Manage Google Workspace user provisioning, groups, access requests, and permissions.
• Escalate complex identity, security, or compliance issues as appropriate.

Identity, Networking & Security

• Provision and deprovision user accounts and manage permissions across cloud applications, collaboration platforms, file shares, and business systems.
• Troubleshoot wired/wireless connectivity, enterprise Wi‑Fi, VPNs, switches, firewalls, DNS, DHCP, TCP/IP, and VLANs.
• Assist with Ubiquiti/UniFi administration and connected devices such as printers and cameras.
• Support endpoint security platforms such as SentinelOne and RMM tools such as NinjaOne.
• Investigate security alerts and assist with remediation while maintaining security and compliance requirements.

Infrastructure & Operations

• Assist with asset management, equipment inventory, and endpoint lifecycle management.
• Support cloud storage, AWS services, VMware environments, and infrastructure initiatives as assigned.
• Document troubleshooting, resolutions, and escalation details clearly and consistently.

Required Qualifications

• 3+ years of Help Desk, Desktop Support, or IT Support experience.
• Strong hands-on experience supporting and administering Google Workspace.
• Experience troubleshooting Gmail, Drive, Shared Drives, Calendar, Meet, Groups, permissions, and Google Workspace access issues.
• Strong Apple macOS and Windows PC support experience.
• Experience with user provisioning, permissions, identity/access management, and SaaS administration.
• Strong networking and connectivity troubleshooting skills, including Wi‑Fi, DNS, DHCP, VPNs, TCP/IP, and firewall concepts.
• Experience supporting conferencing/AV technologies.
• Strong customer service, communication, documentation, and problem-solving skills.
• Ability to independently prioritize and resolve multiple requests in a fast-paced, client-facing environment.