IT Specialist II (Brecksville)

Job Summary :

The IT Service Specialist II will support internal customers by providing high-quality, solutions-focused assistance. This role involves hands-on installation, maintenance, and security support for client hardware, including desktop PCs, laptops, mobile devices, telephony equipment, and peripherals. Additionally, the position includes delivering service desk support across the organization and performing administrative tasks for essential infrastructure and business applications.

• Responsibilities : Act as an IT Ambassador : Build and maintain positive relationships with internal customers by providing proactive, service-oriented support.
• Deliver Advanced Troubleshooting : Perform in-depth troubleshooting for endpoint hardware and software issues, ensuring efficient resolution and documenting solutions in the ticketing system.
• Focus on Customer Satisfaction : Engage directly with users, managing the Service Desk ticket queue to resolve incidents promptly and accurately, while ensuring thorough documentation of issue details and resolutions. Be able to identify and assign priorities and severity to incoming issues.
• Hardware and Software Support : Install, configure, and maintain user hardware, operating systems, network configurations, and applications, with a focus on security and optimal performance.
• Assist with Network and Application Support : Provide support for network infrastructure and key business applications as needed.
• Coordinate Support for Projects : Collaborate with team members and, as necessary, guide external contractors to support specific project goals.
• Contribute to Documentation and SOPs : Assist in creating and updating documentation and standard operating procedures to support efficient operations and knowledge-sharing.
• Manage Endpoint Security and Deployment : Deploy and maintain client PC images, package applications, and ensure all endpoints receive timely security updates.
• Inventory and Asset Management : Track and document hardware / software inventory in the Configuration Management Database (CMDB) and assess user requirements to aid in procurement decisions.
• Support IT Projects : Participate in IT initiatives, such as hardware / software upgrades and migrations, supporting smooth transitions and minimal disruption.
• P erform Additional Duties as Assigned : Flexibly assist with other tasks as required to support IT and organizational goals.
• Qualifications : Associate degree in Information Systems or related field, with Microsoft or A+ certification preferred. Minimum of three years relative experience.
• Essential experience in managing and provisioning Windows endpoints via endpoint management solution (Intune experience preferred).
• Familiarity with software packaging and deployment.
• Proficiency in Windows OS, client hardware, mobile device management, and Active Directory.
• Familiarity with TCP / IP networking, MSI / AppX / Win32 software packaging, and Microsoft 365 tools.
• Experience with Windows Autopilot deployment.
• Familiarity with account and group management in Active Directory and Entra ID.
• Functional knowledge of Microsoft 365 features and licensing, supporting collaboration technologies like Teams, OneDrive, and SharePoint.
• Strong problem-solving, documentation, and communication skills with the ability to explain technical concepts clearly.
• Self-directed with the ability to work independently with minimal supervision.
• Proven problem-solving skills in a timely and organized manner.
• Ability to multitask in a fast-paced environment.
• Willingness and ability to work outside of normal business hours, as well as periodic travel to other offices and job sites. This position will participate in an on-call rotation.