Tier 2 IT Support Specialist: Cloud & Identity Pro

Stonegate Senior Living; Lewisville (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

StoneGate Senior Living in Lewisville, TX is seeking a knowledgeable IT Support Specialist II (Tier 2) to join our IT team. This position serves as the primary escalation point for Tier 1 support and is responsible for troubleshooting and resolving advanced technical issues across our cloud-based environment.

The ideal candidate will have experience supporting Microsoft 365, Microsoft Entra ID, Microsoft Intune, Azure services, and Google device administration.

Qualifications

• 3+ years IT support experience, including Tier 2/escala tion responsibilities.
• Experience implementing and supporting Microsoft 365 services (Exchange Online, Teams, OneDrive, SharePoint).
• Experience with Entra ID, Intune, device management, MFA, and conditional access policies.
• Familiarity with Google Admin Console and Chrome OS devices.
• Proven ability to document steps and collaborate cross-functionally.

Responsibilities

• Provide Tier 2 escalation support and resolve incidents from Service Desk.
• Troubleshoot Windows 10/11 devices, printers, VoIP, and critical apps.
• Manage and support Microsoft 365 services (Exchange Online, Teams, OneDrive, SharePoint).
• Administer Entra ID for user provisioning, licensing, MFA, and CA policies.
• Manage Intune for device enrollment, apps, compliance, and configuration profiles.
• Administer Google Admin Console and ChromeOS devices.
• Oversee endpoint lifecycle: provisioning, deployment, replacement, retirement.
• Perform routine maintenance, patching, and endpoint compliance monitoring.
• Handle authentication, enrollment, connectivity, and cloud-service issues.
• Document solutions within Matrix42 and collaborate with vendors.
• Provide remote and occasional on-site support; participate in on-call rotation.
• Mentor Tier 1 technicians and contribute to knowledge base.

Skills

Excellent communication

Customer service

Multitasking

Independent and team player

Troubleshooting

Fast-paced environment adaptability

Education

High School Diploma or equivalent

Associate's degree in IT/CS or related field

Microsoft certifications (AZ-900, Endpoint Administrator, SC-300)

CompTIA A+/Network+/Security+

Tools

Microsoft 365

Microsoft Entra ID

Microsoft Intune

Azure services

Google Admin Console

Matrix42 ticketing platform

Job description

StoneGate Senior Living in Lewisville, TX is seeking a knowledgeable IT Support Specialist II (Tier 2) to join our IT team. This position serves as the primary escalation point for Tier 1 support and is responsible for troubleshooting and resolving advanced technical issues across our cloud-based environment.

The ideal candidate will have experience supporting Microsoft 365, Microsoft Entra ID, Microsoft Intune, Azure services, and Google device administration.