Tier 2 IT Support Specialist

SJ Mobilita; Manchester (CT); On-site; USD 50,000 - 70,000; Full time

Job summary

An IT services provider located in Manchester, Connecticut, is looking for an experienced IT Support Specialist. Responsibilities include diagnosing hardware, software, and network issues, managing user accounts in Active Directory, and providing mentorship to help desk staff. Candidates should have 2-4 years of experience in IT support, knowledge of Windows/macOS, Microsoft 365, and familiarity with Managed Service Provider environments. Relevant certifications are preferred.

Qualifications

• 2-4 years of experience in IT support or help desk roles.
• Prior experience in a Managed Service Provider (MSP) environment is highly desirable.
• Strong knowledge of Windows/macOS, Microsoft 365, Active Directory, and Azure AD.

Responsibilities

• Diagnose and resolve complex hardware, software, and network issues.
• Manage and maintain user accounts and security policies.
• Troubleshoot connectivity issues across networking protocols.

Skills

IT support experience

Customer service

Problem-solving

Education

Bachelor's degree in Information Technology

CompTIA A+

Network+

Security+

Microsoft Certified Professional (MCP)

Tools

Active Directory

Microsoft 365

Remote Monitoring and Management (RMM) tools like DATTO

Job description

Responsibilities

• Diagnose and resolve complex hardware, software, and network issues requiring deep technical expertise.
• Perform root-cause analysis to prevent recurring incidents.

System Administration

• Manage and maintain user accounts, permissions, and security policies in Active Directory and Microsoft 365.
• Support and execute backup processes, disaster recovery procedures, and system restorations.

Network Management

• Troubleshoot connectivity issues across VPNs, DNS, DHCP, VLANs, firewalls, WiFi access points, and switching infrastructure.
• Assist in configuring and optimizing network equipment to ensure reliable performance.

Documentation & Process Improvement

• Maintain detailed and accurate records of support requests, resolutions, and system changes.
• Contribute to the development of internal knowledge bases, SOPs, and continuous improvement initiatives.
• Support and mentor Tier 1 Help Desk staff by providing guidance and technical escalation assistance.
• Coordinate with third-party vendors, MSP partners, and Level 3 engineers to resolve advanced issues.

Management & Organizational Skills

• Prioritize and manage ticket queues effectively, ensuring timely resolution of client issues.
• Potentially oversee daily help desk operations or act as a team lead to support workflow and team efficiency.

Experience

• 2-4 years of experience in IT support or help desk roles.
• Prior experience in a Managed Service Provider (MSP) environment is highly desirable.

Technical Proficiency

• Strong knowledge of Windows/macOS, Microsoft 365, Active Directory, and Azure AD.
• Understanding of network protocols, firewall management, VPN technologies, DNS/DHCP, VLANs, and WiFi systems.
• Experience with RMM tools such as DATTO is essential.

Soft Skills

• Excellent customer service and communication abilities in a fast-paced, client-facing environment.
• Strong problem-solving skills, attention to detail, and the ability to remain composed under pressure.

Education & Certifications

• Bachelors degree in Information Technology or a related field is a plus.
• Relevant certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified Professional (MCP) are preferred.

Industry-Specific Knowledge

• Experience supporting dental industry applications, including imaging systems and practice management software, is a significant advantage.