"Alerted.org

SUMMARY/OBJECTIVE

The IT Support Specialist II provides helpdesk support and serves as a bridge between frontline helpdesk technicians and the network/system administration team. This role provides advanced technical support to end-users, assists with maintaining IT infrastructure, and participates in the administration of network, server, and security systems. The IT Support Specialist II is expected to resolve escalated technical issues, contribute to system stability, and support project implementation under the guidance of supervisor personnel.

ESSENTIAL DUTIES & RESPONSIBILITIES

+ Provide Tier 2/Tier 3 technical support for escalated helpdesk tickets, including hardware, software, and network-related issues.

+ Assist with system and network administration tasks, including user account management, patching, inventory management, and routine maintenance.

+ Perform advanced troubleshooting for workstations, servers, switches, firewalls, printers, and enterprise applications.

+ Monitor system and network performance, escalating critical issues to supervisors as needed.

+ Participate in IT infrastructure projects (system upgrades, network enhancements, migrations, etc.).

+ Maintain accurate documentation of system configurations, procedures, and troubleshooting steps.

+ Collaborate with helpdesk staff to provide training and mentorship, raising the overall skill level of the support team.

+ Ensure compliance with IT policies, security best practices, and company standards.

+ Perform other related duties as assigned.

QUALIFICATIONS

+ Strong troubleshooting skills across hardware, software, and networking.

+ Familiarity with virtualization (VMware/Hyper-V, vCenter, etc.), backups, and endpoint security tools (EDR).

+ Excellent communication and customer service skills.

+ Background in Cybersecurity threats and prevention preferred.

+ Experience with APIs a plus.

+ Industry certifications (CompTIA Network+, Security+, Microsoft, Cisco CCNA) preferred but not required.

EDUCATION/EXPERIENCE

Required:

+ Associate’s degree in information technology or related field, or equivalent hands-on experience.

+ 2–4 years of IT support experience, including exposure to Windows Server, Active Directory, Office 365, and networking fundamentals.

Preferred:

+ Bachelor’s degree in information technology or related field

+ Experience within a manufacturing setting.

OTHER SKILLS & ABILITIES

Attendance is an essential job requirement defined as having regular, consistent, reliable, punctual and predictable attendance including the ability to work regular hours and shifts, overtime before and after shifts and on weekends. Ability to work as part of a team, including all related departments/plants or independently as required to achieve internal and external customer satisfaction.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

While performing the duties of the job the employee works in a manufacturing environment and may be exposed to fumes or airborne particles, moving mechanical parts and vibration.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee is regularly required to talk or hear. The employee is frequently required to sit and use hands to touch, handle, or feel. The employee is occasionally required to stand, walk, reach with hands and arms, climb or balance and stoop, kneel, or crouch.

The employee is occasionally required to lift up to 50 pounds. The vision requirements include close vision and ability to adjust focus.

WORK AUTHORIZATION

This position requires compliance with the Export Administration Regulations (“EAR”). Must be a “U.S. Person” as defined by all pertinent regulations and are required to show proof substantiating this upon being hired.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Activities, duties and/or responsibilities may change at any time with or without notice at the sole discretion of the Company.