IT Support Specialist (Help Desk Level 2)
Location: Cranston, RI
Job Type: Full time
Company: K2 Staffing
Salary: $
Category: IT - Help Desk Support
Job Description Apply Now
The IT Support Specialist (Help Desk Level 2) position is an integral role within a leading IT Solutions and Managed Service Provider (MSP). As an experienced IT professional, you will be responsible for resolving escalated technical issues, participating in project tasks, and assisting with hardware and software deployment upgrades. This full-time position is based in Cranston, RI, and involves up to 30% travel as well as flexible scheduling to provide comprehensive support to clients. The IT Support Specialist (Help Desk Level 2) will mentor and train junior team members, fostering a collaborative environment to further develop the technical skills of the support team.
In this dynamic role, the IT Support Specialist (Help Desk Level 2) will interact with clients to deliver outstanding service and support, ensuring that all service requests are handled efficiently and to the highest standards. The position requires strong troubleshooting skills, the ability to manage multiple priorities, and a commitment to maintaining up-to-date technical documentation. As part of a team known for responsiveness and professionalism, you will play a key role in building and sustaining client trust through timely issue resolution and proactive communication.
Working as an IT Support Specialist (Help Desk Level 2) in Cranston, RI, provides the opportunity to join a well-established company with a strong reputation in the region. The organization's commitment to technical excellence and client satisfaction makes this an ideal environment for IT professionals who are passionate about technology and continuous learning. If you are eager to contribute to an innovative team and grow your career in IT support, this position offers a rewarding pathway.
IT Support Specialist (Help Desk Level 2) - Summary- Full-time technical support role with a leading IT Solutions / MSP
- Responsible for resolving escalated service requests and supporting various IT projects
- Acts as a mentor and trainer for junior technicians
- Requires up to 30% travel and flexibility for on-call responsibilities
- Based in Cranston, RI, serving a diverse client base
- Provide outstanding customer service to clients and partners
- Deliver technical assistance for computer hardware and software issues via phone, email, and ticketing systems
- Recreate and simulate user issues to resolve complex operating difficulties
- Handle multiple clients and projects simultaneously in a dynamic environment
- Address client issues promptly and professionally, ensuring timely resolutions
- Walk users through troubleshooting steps and create troubleshooting scripts
- Provide remote support for end-users on new and existing technologies
- Set up desktop and laptop computers for end-users
- Upgrade hardware and software components as needed
- Identify and escalate IT security concerns or policy violations
- Recommend system modifications and improvements to enhance user experience
- Track all client issues and solutions for accurate documentation and client satisfaction
- Contribute to the company knowledge base and maintain up-to-date documentation
- Participate in a 30-day training as a First Response Technician, serving as a front-line contact for support requests
- Perform additional duties as assigned
- Competitive salary commensurate with experience (details provided during interview process)
- Comprehensive benefits package available to full-time employees
- Opportunities for ongoing professional development and training
- Supportive team environment with mentorship and career growth pathways
- Proficiency in Microsoft CSP, Azure, and Office 365 (O365)
- Ability to travel as required (up to 30%)
- Willingness to work flexible and on-call hours
- Experience with networking equipment from HP, Cisco, SonicWALL, and Ruckus
- Knowledge of Microsoft Server 2008+ deployment, migration, and management
- Familiarity with virtualization technologies such as VMware and Hyper-V (desired)
- Project and vendor management experience is a plus
- PCI experience preferred
- Hands-on experience with all Windows Desktop OS and Hosted Exchange
- Proficient with Microsoft productivity applications
- Understanding of SonicWALL firewalls, managed switches, and related technologies (desired)
- 2 to 5 years of relevant IT experience
- Educational background in Information Technology, Computer Science, Engineering, or related fields; equivalent experience and/or certifications accepted
- Advanced certifications preferred: VMware Certified Professional (VCP), Microsoft Certified Systems Administrator (MCSA), Microsoft Certified Systems Engineer (MCSE), Cisco Certified Network Associate (CCNA)
- Strong troubleshooting and analytical skills
- Excellent communication and interpersonal abilities
- Demonstrated ability to handle multiple tasks and prioritize effectively
- Commitment to providing exceptional service and support
- Self-motivated and eager to learn new technologies
- Experience mentoring or training junior team members is a plus
- Adaptable and able to thrive in a fast-paced environment
- The IT Support Specialist (Help Desk Level 2) role offers an engaging, team-oriented workplace with the chance to develop advanced technical skills
- You will be part of an organization that values professional growth and encourages innovative thinking
- Located in Cranston, RI, this company is known for its dedication to client service and technical excellence
- Applicants are encouraged to apply promptly to take the next step in their IT careers
If you are ready to advance your career as an IT Support Specialist (Help Desk Level 2) and join a forward-thinking team in Cranston, RI, click the application button to submit your application today!