IT Support Specialist - L2 (Hybrid)

Department: Managed Services

Location: IronOrbit - Anaheim

Compensation: $33.00 - $40.00 / hour

Description

The Hybrid Tier 2 IT Support Specialist provides both on-site and remote technical support to clients. This role involves responding to client issues, incidents, and service requests, as well as monitoring event alarms remotely or onsite. The specialist documents, tracks, and monitors problems using an ITSM ticketing system to ensure customer Service Level Agreements (SLAs) are met. Adherence to all department processes and procedures (SOPs) is expected.

Key Responsibilities

On-site:
• Provide advanced technical support for escalated end-user issues, including hardware, software, and peripheral troubleshooting.
• Set up and configure desktops, laptops, mobile devices, monitors, printers, and other office technology.
• Diagnose and resolve intermediate network problems (e.g., connectivity, DNS, VLANs); coordinate with Tier 3 for complex issues.
• Perform onsite installations and upgrades of operating systems, applications, and security patches.
• Manage user accounts in Active Directory, Microsoft 365, and other systems; handle access requests, MFA support, and onboarding/offboarding tasks.
• Respond to and resolve support tickets in the IT service management (ITSM) platform; ensure accurate documentation and timely follow-up.
• Maintain and track IT assets; update inventory records and manage warranty returns or repairs.
• Support audiovisual systems and video conferencing tools in meeting spaces.
• Conduct preventive maintenance on local IT infrastructure to avoid service disruptions.
• Act as a liaison between end users and remote IT teams, ensuring clear communication and prompt issue resolution.
• Participate in IT projects including deployments, office moves, and system migrations.

Remote:
• Provide advanced technical support for escalated end-user issues, including hardware, software, and peripheral troubleshooting via phone, email, chat or remote session.
• Set up and configure virtual desktops utilizing VMware Horizon and associated applications.
• Set up and configure desktops, laptops, mobile devices, monitors, printers, and other office technology.
• Diagnose and resolve intermediate network problems (e.g., connectivity, DNS, VLANs); coordinate with Tier 3 for complex issues.
• Perform remote installations of client applications in a cloud environment (e.g. QuickBooks, Lacerte, Bluebeam, AutoCad, Revit, etc.)
• Manage and support user accounts in Active Directory, Microsoft 365, and other systems; handle access requests, MFA support (e.g. Duo, Microsoft), and onboarding/offboarding tasks.
• Respond to and resolve support tickets in the IT service management (ITSM) platform; ensure accurate documentation and timely follow-up.
• Act as a liaison between end users and higher-tier support teams, ensuring clear communication and prompt issue resolution.
• Participate in IT projects including deployments, office moves, and system migrations.

Skills, Knowledge & Expertise

Technical Skills:
• 5+ years of experience in a Windows systems administrator role. MS900/AZ900 certifications are a plus.
• 3+ years of supporting private/public cloud environments: VMWare Horizon, Citrix, TS/RDS, or other VDI solutions. VCTA/VCP is a plus.
• 3+ years working with networking, including TCP/IP, DHCP, DNS, SMTP, HTTP, and distributed networks. CCNA is a plus.
• Solid experience using Veeam, Office 365, GPOs, VOIP, MDM, Cisco, Sophos, and SonicWall firewalls.
• Intermediate knowledge of VMware and Hyper-V environments.
• Strong knowledge of Windows Server.
• Strong knowledge of Windows AD, DHCP, and DNS.
• Database experience, including knowledge of SQL.
• Excellent communication and organizational skills, and the ability to stay focused on completing tasks and meeting goals within a busy workplace.
• Interest in Cloud Engineering and its impact on greater business practices.
• Skilled at working in tandem with a team of engineers, or alone as required.


Education

• Preferred: Associate’s degree in information technology or a related field.
• Mandatory: High School diploma or equivalent.