We are looking for a Contract L2 IT Support Specialist to deliver advanced technical support for employees in Pennsylvania, while helping keep day-to-day technology operations stable and efficient. This role serves as a key escalation point for complex end-user issues and contributes to the administration of systems, devices, and core business applications across multiple locations. The position also works closely with internal teams and external service partners to support infrastructure improvements, site growth, and broader IT initiatives.
Responsibilities:
- Resolve escalated support requests involving desktops, laptops, printers, mobile devices, and related hardware that require Tier II technical expertise.
- Diagnose and correct issues affecting Windows environments, endpoint performance, application functionality, network access, and user connectivity.
- Provide both onsite and remote assistance to employees across corporate and branch locations, ensuring timely and attentive service.
- Administer user accounts, access rights, security groups, and identity-related tasks within Active Directory and Microsoft Entra ID.
- Support endpoint management, device security controls, and Windows-based infrastructure in coordination with internal standards and operational needs.
- Assist with Azure administration and hybrid cloud support activities, including troubleshooting access and environment-related issues.
- Investigate network-related problems involving TCP/IP, wireless connections, remote access, and overall branch connectivity.
- Support enterprise applications and other operational platforms by handling incidents, upgrades, testing, and vendor coordination.
- Manage imaging, deployment, replacement, repair, and tracking of IT hardware while maintaining accurate asset inventory and documentation.
- Contribute to office expansions, branch integrations, infrastructure enhancements, and technology standardization efforts, including recommendations for improved tools and solutions.
- High school diploma or equivalent education required.
- At least 3 years of experience in IT support, desktop support, systems support, or help desk environments.
- Hands-on experience supporting Windows operating systems and enterprise desktop environments.
- Working knowledge of Active Directory, Microsoft Entra ID, Intune, and Microsoft Azure or hybrid cloud platforms.
- Ability to troubleshoot network and connectivity issues, including TCP/IP, wireless access, and remote support scenarios.
- Experience supporting business applications and users across multiple sites or distributed locations.
- Strong analytical, troubleshooting, and customer service skills with the ability to explain technical issues clearly.
- Valid driver’s license and willingness to travel occasionally to branch locations as needed.