IT Support Specialist II

## Description

**Technical Role Summary**

This role provides frontline and technical support for PBS infrastructure, end-user computing, and business applications. The IT Support / Application Support Specialist is responsible for independently resolving a high percentage of incidents while strictly following documented procedures, security controls, and escalation paths. The role serves as the technical intake point between users and Tier 2/3 teams, ensuring issues are accurately diagnosed, reproducible, and fully documented prior to escalation.

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**Core Technical Responsibilities**

• Serve as primary intake for IT incidents and service requests via phone, email, and ticketing system
• Perform structured troubleshooting using documented workflows and root-cause isolation techniques
• Resolve Windows OS issues including profile corruption, OS configuration, patching, and driver-related problems
• Support endpoint hardware (desktops, laptops, printers, scanners, peripherals) including break/fix replacement
• Administer Active Directory objects (users, groups) following least-privilege standards
• Create, modify, disable, and audit Microsoft 365 user accounts, mailboxes, licenses, and group memberships
• Troubleshoot Microsoft 365 services (Outlook connectivity, Teams issues, OneDrive sync, SharePoint access)
• Perform basic network diagnostics (IP configuration, DNS resolution, gateway reachability, latency symptoms)
• Use RDP and approved remote support tools for endpoint and application troubleshooting
• Deploy and image workstations using standard build procedures and deployment tools
• Install, update, and license approved software packages
• Maintain accurate CMDB/asset records and ticket documentation
• Identify recurring incidents and potential systemic issues and escalate with supporting evidence
• Execute limited, predefined SQL tasks (read-only queries or controlled updates) in approved environments only

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• **Imagine Application Support Responsibilities**

• Serve as initial technical contact for Imagine application incidents and service requests
• Differentiate between user workflow errors, configuration/data issues, and system-level problems
• Apply documented fixes and known workarounds for common Imagine issues
• Collect detailed diagnostics (logs, screenshots, timestamps, reproduction steps, user context)
• Escalate to Tier 2/3 internal teams or vendor support per established escalation procedures
• Track escalations and communicate status updates to stakeholders

## Qualifications
**Required Technical Experience**

• 5+ years of hands-on IT support or application support experience
• Advanced Windows OS administration and troubleshooting skills
• Strong experience with Active Directory and access management
• Enterprise Microsoft 365 administration and support experience
• Experience working in structured, ticket-driven support environments
• Strong understanding of escalation thresholds and operational boundaries

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• **Preferred Technical Skills**

• Experience supporting small to mid-sized enterprise networks
• Working knowledge of TCP/IP, DNS, DHCP, and client-server architecture
• Read-only or controlled SQL experience
• Familiarity with ITIL incident and problem management practices
• A+, Microsoft, or equivalent technical certifications