IT Support Specialist (Level II)
Location: Winston-Salem, NC
Job Type: Full time
Company: K2 Staffing
Salary: $
Category: IT - Help Desk Support
Job Description Apply Now
IT Support Specialist (Level II) OverviewOur client, a respected IT solutions provider, is seeking a dedicated IT Support Specialist (Level II) to join their growing team. This full-time position is based in Winston-Salem, NC, and offers an exciting opportunity to work in an innovative, collaborative environment. The IT Support Specialist (Level II) plays a crucial role in supporting end users, resolving technical issues, and ensuring the smooth operation of IT systems. This role is ideal for professionals with previous experience in a managed service provider (MSP) environment who are passionate about technology and client service.
Responsibilities- Respond promptly and effectively to incoming service desk requests via telephone, web portal, or email, providing courteous and timely support to end users in Winston-Salem, NC.
- Provision and set up systems for new hires, ensuring seamless onboarding and functionality.
- Prioritize and manage incidents and service requests according to established processes and service level agreements (SLAs).
- Utilize remote tools and diagnostic utilities to troubleshoot and resolve support requests efficiently.
- Administer servers, including Active Directory, File & Print services, DNS, and DHCP, to maintain system integrity.
- Install and manage antivirus software, ensuring all virus definitions are current and systems are protected.
- Administer and maintain network firewalls and switches to ensure secure and reliable connectivity.
- Optimize and maintain network software and hardware for peak performance.
- Build and deploy file servers and cloud computing solutions as needed for business operations.
- Configure and deploy VOIP solutions, supporting unified communication needs.
- Manage Microsoft Exchange Server for business email and communication requirements.
- Support telephone solutions and related infrastructure.
- Monitor alert systems and take appropriate action according to company guidelines.
- Interpret event log messages and perform necessary repairs for system stability.
- Handle escalated service requests, providing advanced troubleshooting and resolution when required.
- Demonstrated experience working in a managed service provider (MSP) environment is required.
- Minimum of four (4) years of hands-on experience with configuring, troubleshooting, and repairing networking equipment, Windows servers and workstations, Exchange servers, and Active Directory.
- Two to three (2-3) years of experience in a client-facing technical environment, such as sales engineering, is preferred.
- Familiarity with Kaseya RMM and Autotask PSA is considered a plus.
- Excellent verbal and written communication skills with the ability to work directly with clients to understand and address their business and technology needs.
- Strong organizational and time-management skills, with the ability to manage multiple priorities.
- Experience writing technical proposals and implementing solutions to fulfill business requirements is beneficial.
- Ability to work as a team player, with a results-oriented and professional approach to client service.
- Solid understanding of business productivity systems and relevant technologies.
- Experience using remote monitoring and management (RMM) tools is a plus.
- Exceptional problem-solving abilities and a commitment to providing high-quality customer service.
- Sales training experience is advantageous but not required.
- CompTIA Network+ or CompTIA Security+ certifications.
- Microsoft certifications such as MCSA (Microsoft Certified Systems Administrator/Solutions Associate), MCSE (Microsoft Certified Solutions Expert), or MCITP (Microsoft Certified IT Professional).
- Cisco certifications such as CCNA (Cisco Certified Network Associate) or CCIE (Cisco Certified Internetwork Expert) are highly regarded.
The IT Support Specialist (Level II) position in Winston-Salem, NC, offers challenging work and access to career growth opportunities within a supportive workplace. Employees benefit from ongoing training and a collaborative environment that values continuous learning and skill development. This is a full-time role, ideal for technology professionals committed to delivering exceptional IT support and solutions.