Tier 2 IT Support Specialist

Insurance Administrative Solutions, L.l.c.; Woodstock (GA); On-site; USD 65,000 - 90,000; Full time

Job summary

Integrity is seeking a Tier 2 IT Support specialist to act as an escalation point for complex technical issues across the organization. The role collaborates with end users, Tier 1 technicians, and senior IT teams to deliver reliable, high-quality support while contributing to knowledge sharing.

Responsibilities include providing Tier 2 support for hardware, software, and applications; diagnosing and resolving moderately complex issues; mentoring Tier 1 staff; managing AD and M365 access;

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or related field preferred.
• 3–5 years in a customer-facing IT support or help desk role.
• Experience supporting onsite and remote employees in enterprise environments.
• Experience with ticketing systems, remote support, and endpoint management.
• Preferred IT certifications such as CompTIA A+, Network+, Microsoft.

Responsibilities

• Provide Tier 2 support for end-user hardware, software, and application issues, including escalations from Tier 1.
• Diagnose and resolve moderately complex to complex workstation, operating system, and peripheral issues.
• Serve as a technical resource and mentor to Tier 1 Support team.
• Manage user accounts, permissions, and access within Active Directory and Microsoft 365.
• Configure, deploy, and troubleshoot laptops, phones, printers, and mobile devices.
• Support audio/video, conference room technology, and collaboration tools.
• Create and maintain technical documentation, troubleshooting guides, and knowledge base articles.

Skills

Troubleshooting

Clear communication

Mentoring Tier 1

Multitasking

Education

Bachelor's in CS/IS

Tools

Active Directory

Microsoft 365

Windows OS

macOS

Job description

Integrity is seeking a Tier 2 IT Support specialist to act as an escalation point for complex technical issues across the organization. The role collaborates with end users, Tier 1 technicians, and senior IT teams to deliver reliable, high-quality support while contributing to knowledge sharing.

Responsibilities include providing Tier 2 support for hardware, software, and applications; diagnosing and resolving moderately complex issues; mentoring Tier 1 staff; managing AD and M365 access;