L2 IT Support Specialist

### Role Summary

Are you a natural problem-solver who loves turning technical challenges into seamless user experiences? As our L2 IT Support Specialist, you will be the heartbeat of our technology support system. This is a high-impact, hands-on role where you serve as the primary expert for Tier 2 technical escalations, ensuring that our team members have the functional, secure, and reliable tools they need to excel. You won’t just be fixing computers; you’ll be an essential partner in our mission, driving digital excellence across multiple locations and empowering your colleagues through top-tier technical guidance and a customer-first mindset.

Key Responsibilities

• Expert Troubleshooting: Resolve sophisticated Tier 2 issues involving hardware, software, and the Microsoft 365 suite (Outlook, Teams, SharePoint) to keep our operations running smoothly.
• Modern Device Management: Configure and deploy high-performance Windows laptops, desktops, and mobile devices using Intune and industry-leading security standards.
• Automation & Innovation: Utilize PowerShell to automate routine tasks, standardize data collection, and create efficient remediation steps that save time and improve accuracy.
• Network & Connectivity Mastery: Support the backbone of our digital workspace by troubleshooting LAN/Wi-Fi, VPN, DNS, and DHCP, ensuring every site stays connected.
• Seamless Onboarding: Create an incredible "Day One" experience for new hires by managing account creation, hardware setup, and permissions through Entra ID (Azure AD).
• Collaborative Partnership: Work closely with IT leadership, regional leads, and external vendors to implement office tech refreshes and exciting new rollout initiatives.
• Security Stewardship: Safeguard our digital environment by monitoring endpoint compliance, managing Microsoft Defender, and supporting cybersecurity awareness campaigns.
• Knowledge Leadership: Champion process excellenc...