Senior IT Service Specialist

Role Summary

The Senior IT Service Specialist (Tier 2) is an on-site technical expert supporting employees at our headquarters. This role provides advanced troubleshooting for end-user hardware, software, and enterprise tools, ensuring a reliable and secure technology experience. This role will be a key escalation point for the Service Desk, resolving complex incidents, supporting Windows and macOS devices, and managing issues across our application and network environment. A major part of this role is supporting AV and conference room technology, primarily Microsoft Teams (including Teams Rooms) with some Zoom usage for meetings and events.

Responsibilities

• Act as an escalation point for Tier 1 / Service Desk tickets requiring deeper technical investigation or on-site support.
• Troubleshoot and resolve complex issues related to:
  • Windows 10/11 and macOS endpoints
  • Enterprise applications (e.g., Microsoft 365, collaboration tools, VPN, security agents)
  • Network connectivity at the endpoint level (wired, Wi-Fi, VPN)
• Provide on-site, deskside support at headquarters for employees, contractors, and executives.
• Own incidents and requests from intake to resolution, documenting steps and resolutions in the ITSM/ticketing system.
• Collaborate with infrastructure, networking, security, and application teams to resolve cross-functional or recurring issues.
• Install, configure, and support desktops, laptops, docks, monitors, and peripherals (printers, scanners, webcams, headsets, etc.).
• Perform OS deployments, reimages, and upgrades using standard deployment tools and processes.
• Install and support approved applications and line-of-business software.
• Help maintain accurate inventory of hardware assets and software licenses.
• Support endpoint security tools such as antivirus/EDR, disk encryption, VPN clients, and MFA tools.
• Support and maintain conference room AV systems at headquarters, including Microsoft Teams Rooms systems, room PCs, cameras, microphones, speakers, displays, control panels, and room scheduling integrations.
• Provide live, on-site support for Microsoft Teams meetings (including hybrid and executive meetings) and Zoom meetings/webinars when required.
• Troubleshoot AV issues in real time (audio, video, screen sharing, connectivity, display routing).
• Coordinate with vendors, facilities, and networking teams for AV installations, upgrades, and maintenance.
• Maintain and improve documentation for room setups, AV standards, and end-user guides.
• Deliver a high level of customer service with clear, timely, and professional communication.
• Educate users on best practices, collaboration tools, and self-service options.
• Identify recurring incidents and propose improvements to processes, standards, or tooling.
• Create and maintain internal knowledge base articles, SOPs, and user-facing documentation.
• Support onboarding and offboarding processes, including device setup, account configuration, and access changes.

Qualifications

• Bachelor’s or associate degree in related field
• 5+ years of experience in IT desktop support, service desk, or similar end-user support role, preferably in an enterprise environment
• Strong experience with:
  • Windows 10/11 (and ideally macOS as well)
  • Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, etc.)
  • Active Directory / Azure AD for user and group management, password resets, and basic troubleshooting
  • Endpoint management tools (e.g., Intune, SCCM, Jamf, or similar)
• Proven experience troubleshooting:
  • End-user hardware (laptops, desktops, docks, monitors, peripherals)
  • Operating system and application issues
  • Client-side networking issues (Wi-Fi, VPN, DNS, proxy)
• Hands-on experience with AV and video conferencing systems, especially Microsoft Teams (Teams clients and Teams Rooms), and Zoom.
• Familiarity with ITSM/ticketing tools (ServiceNow, Jira Service Management, or similar).
• Strong verbal and written communication skills with a customer-service mindset.
• Ability to work on-site full-time at headquarters.

Skills

• Customer service
• Troubleshooting and analytical thinking
• On-site technical support
• AV/Video conferencing familiarity
• ITIL/ITSM knowledge
• Team collaboration

Education

• Bachelor’s or associate degree in related field

Additional Requirements

• Certifications such as CompTIA A+, Network+, Microsoft MD-100/MD-101, or similar (preferred)
• Experience in ITIL-based environments
• Experience supporting executive leadership or VIP users
• Automation scripting (e.g., PowerShell)
• Experience with mobile device management (iOS/Android) and MDM tools
• Ability to work independently and with teams; adaptable to a fast-paced environment