PC Support Specialist II

The Intersect Group; Goodlettsville (TN); On-site; USD 52,000 - 76,000; Full time

Job summary

The Intersect Group is seeking a PC Support Specialist II to deliver Tier 2 desktop, software, and peripheral support across corporate offices, distribution centers, and field locations. You will help ensure optimal end-user device performance and contribute to lifecycle refresh projects.

Responsibilities include diagnosing hardware and software issues, supporting Windows, macOS, and mobile platforms, and documenting recurring problems to drive improvements.

Qualifications

• Advanced understanding of Windows 10/11, macOS, and mobile platforms.
• Experience with Office 365 productivity tools and remote support.
• 3–5 years desktop and mobile hardware/software troubleshooting.
• Ability to document issues and contribute to knowledge base.
• Willingness to travel and lift up to 50 lbs.

Responsibilities

• Resolve Tier 2–3 issues on desktops, laptops, and peripherals.
• Diagnose hardware/software problems and collaborate with IT teams.
• Document recurring issues and support lifecycle refresh efforts.

Skills

Windows/macOS

Mobile support

Office 365

Remote tools

PowerShell

Documentation

Customer service

Education

Network+/A+ certification

ITIL certification

Tools

Office 365

OneDrive

Teams

Job description

The PC Support Specialist II provides Tier 2 technical support for desktop systems, software, and peripherals across corporate offices, distribution centers, and field locations. This role ensures optimal functionality and performance of end-user devices, supports lifecycle refresh projects, and contributes to enterprise IT initiatives through collaboration, documentation, and continuous improvement

Responsibilities

• Manage and Maintain IT Assets: Resolve Tier 2–3 issues involving hardware, software, networking, and business applications. Diagnose system errors, application errors, and performance issues. Support desktops, laptops, collaboration devices and ad-hoc solutions. Collaborate with IT teams to resolve and document recurring issues. 50%
• Exemplify Professionalism and Quality Service: Demonstrate professionalism, delivering high-quality service with a proactive and solution-oriented approach with internal stakeholders, external customers, and vendors. 45%
• Mobility and Flexibility: Ability to travel as required, and can lift and move equipment weighing up to 50 lbs. 5%

Requirements

• Operating Systems: Advanced understanding of Microsoft Windows (10/11), macOS, and mobile platforms (iOS/Android).
• Networking Fundamentals: TCP/IP, DNS, DHCP, SMTP, VPNs, and Active Directory concepts.
• Enterprise Tools: Microsoft Office 365 suite, OneDrive, Teams, and remote support tools.
• Security & Maintenance: OS patching, driver updates, antivirus, and endpoint protection.
• Hardware Lifecycle: Imaging, provisioning, hardware refresh, and safe disposal (e-waste).
• Troubleshooting: Ability to resolve complex hardware/software issues and see issues through to completion.
• Configuration & Setup: Desktop, notebook, mobile device setup, printer mapping, and A/V support.
• Automation & Scripting (preferred): PowerShell, VBScript, batch scripting.
• Documentation: Creating knowledge base articles and ticket trending analysis.
• Remote Support: Supporting distributed teams using remote tools and techniques.

Work Experience &/or Education:

• Network +, ITIL certification, A+ certification or Microsoft fundamental certifications.
• Minimum 3-5 years of experience in setup, configuration, troubleshooting of desktop, notebook, mobile hardware, and software (Windows/iOS/Android).
• Education can offset experience requirement.
• High level of experience supporting Microsoft Office 365 productivity tools, including the Office suite, Microsoft OneDrive and Microsoft Teams.