Technical Support Specialist (L2) – IT & AD Expert

CharacterStrong; Auburn (WA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

New laptop and equipment

Professional development budget

401k with employer contributions

Medical, Dental, Vision Insurance

Life, AD&D, Disability Insurance

Employee Assistance Program

Parental leave

Flexible Time Off

Job summary

CharacterStrong is seeking a Technical Support Specialist (L2) to deliver advanced technical assistance to customers. You will resolve escalated issues, manage support inboxes, and handle inbound calls, collaborating with Product Management and Engineering to improve service quality.

The role requires strong troubleshooting, excellent communication, and solid IT systems knowledge, supporting both internal teams and external users in a fast-paced environment.

Qualifications

• 3-4 years of experience in a technical support or helpdesk environment.
• Strong knowledge of Windows and macOS operating systems.
• Proficiency with Microsoft 365, Teams, OneDrive, Outlook, and related applications.
• Experience with Active Directory, user provisioning, and basic networking concepts.
• Solid understanding of IT security best practices and endpoint protection tools.

Responsibilities

• Troubleshoot and resolve advanced technical issues related to operating systems (Windows, macOS, Linux), user accounts, security permissions, and device configurations.
• Support enterprise applications such as Microsoft 365, collaboration tools, and line-of-business systems.
• Administer and troubleshoot Active Directory, Group Policy, and identity/access management tools.
• Assist with network connectivity issues, including VPN, Wi-Fi, and basic switch/router configurations.
• Document troubleshooting steps, resolutions, and knowledge-base articles for recurring issues.
• Monitor and manage assigned customer support inboxes, ensuring messages are triaged, prioritized, and resolved efficiently.
• Collaborate with Product Management, Engineering, and Infrastructure teams to elevate product defects, clarify expected functionality, and share customer insights.
• Mentor and support Level 1 Support Specialists by providing guidance, coaching, and technical knowledge-sharing.
• Participate in on-call rotations or after-hours support as required.
• Uphold a customer-first mindset while balancing efficiency, accuracy, and technical depth

Skills

Windows

macOS

Troubleshooting

Communication

Customer service

Tools

Microsoft 365

Teams

OneDrive

Outlook

Active Directory

Job description

CharacterStrong is seeking a Technical Support Specialist (L2) to deliver advanced technical assistance to customers. You will resolve escalated issues, manage support inboxes, and handle inbound calls, collaborating with Product Management and Engineering to improve service quality.

The role requires strong troubleshooting, excellent communication, and solid IT systems knowledge, supporting both internal teams and external users in a fast-paced environment.