Support Operations Specialist II

We're building out our internal IT helpdesk to support a fast-growing team of ~300 employees, and we need an escalation-level problem solver to anchor it. As our Tier 2 IT Support Operations Specialist, you'll own the tickets that go beyond first-touch resolution: root-cause troubleshooting, identity and access administration, endpoint management, and the application and data issues that keep a company running. You'll work alongside our Tier 1 Specialist, mentor on complex issues, and help turn recurring problems into permanent fixes. On a team of three, you'll also jump into Tier 1 when needed. You'll report to the Director of IT Operations.

• →Own escalated tickets end to end — hardware, software, network, and access issues — with independent judgment.
• →Run root-cause analysis on recurring problems and partner with the Director on permanent corrective fixes.
• →Query application databases with SQL to investigate data-related tickets and validate fixes.
• →Administer Google Workspace identity, groups, and access, plus endpoint and device management (MDM, Context-Aware Access).
• →Troubleshoot core business applications, integrations, and vendor software escalations.
• →Image, deploy, patch, and secure endpoints across their lifecycle.
• →Mentor the Tier 1 Specialist through ticket reviews, shadowing, and shared troubleshooting techniques.
• →Build runbooks, knowledge base articles, and escalation paths that raise first-touch resolution over time.
• →Coordinate with vendors and internal stakeholders on multi-faceted incidents, tracking everything in Linear.
• →Surface trends from the escalation queue for monthly reporting, and support IT projects and rollouts as the function matures

• 3+ years in IT support with proven Tier 2 / escalation-level troubleshooting.
• Strong Windows and macOS desktop skills and solid networking fundamentals (DNS, DHCP, VPN, connectivity).
• Hands-on administration of Google Workspace or Microsoft 365, including identity, access, and groups.
• Experience with MDM and endpoint security.
• Working proficiency in SQL — comfortable writing queries to pull records, investigate data issues, and support troubleshooting.
• Fluency with a ticketing system (Linear, Jira, ServiceNow, or similar) and strong documentation habits.
• The ability to work an escalation independently all the way to root cause.
• Clear written and verbal communication, with the patience to mentor junior staff and explain technical concepts to non-technical users.
• Associate's degree in IT or equivalent experience; high school diploma or GED required.

• CompTIA Network+ / Security+, ITIL Foundations, or Google Workspace Administrator certification.
• Scripting or automation experience (PowerShell, Python, Google Apps Script).
• Experience in healthcare or another regulated environment, including HIPAA and PHI handling.
• Slack administration and helpdesk automation tooling (Linear Asks, ClearFeed).
• Prior experience mentoring Tier 1 staff or formalizing a growing helpdesk.