IT Support Specialist II (Tier 2)

Job Description

Job Description

IT Support Specialist II (Tier 2)

StoneGate Senior Living

Lewisville, TX

StoneGate Senior Living in Lewisville, TX is seeking a knowledgeable and customer-focused IT Support Specialist II (Tier 2) to join our IT team. This position serves as the primary escalation point for Tier 1 support and is responsible for troubleshooting and resolving advanced technical issues across our cloud-based environment.

The ideal candidate will have experience supporting Microsoft 365, Microsoft Entra ID, Microsoft Intune, Azure services, and Google device administration. This role requires strong technical troubleshooting skills, excellent customer service, and the ability to succeed in a fast-paced healthcare environment.

Key Responsibilities:

• Provide Tier 2 technical support and resolve escalated incidents from the Service Desk team.

• Troubleshoot and support Windows 10/11 devices, printers, VoIP systems, and business-critical applications.

• Administer and support Microsoft 365 services, including Exchange Online, Teams, OneDrive, and SharePoint.

• Manage user accounts, security groups, licensing, Conditional Access policies, and Multi-Factor Authentication (MFA) within Microsoft Entra ID.

• Administer and support Microsoft Intune, including device enrollment, application deployment, compliance policies, configuration profiles, and endpoint troubleshooting.

• Administer and support Google Admin Console, including ChromeOS device support.

• Manage endpoint lifecycle activities including provisioning, deployment, replacement, and retirement of devices.

• Perform routine system maintenance, software updates, patch management, and endpoint compliance monitoring.

• Troubleshoot authentication, device enrollment, connectivity, and cloud-service-related issues.

• Document troubleshooting steps, solutions, and procedures within the Matrix42 ticketing platform.

• Provide remote and occasional on-site support using approved remote support tools.

• Collaborate with vendors, business departments, and senior IT staff to resolve complex issues.

• Contribute to knowledge base documentation and continuous process improvement initiatives.

• Mentor Tier 1 technicians and assist with technical development and troubleshooting best practices.

• Participate in an on-call rotation for critical support incidents.

Required Qualifications:

• 3+ years of IT support experience, including at least 1 year in a Tier 2 Helpdesk, Service Desk, or Desktop Support role.

• Strong experience administering and supporting:

• Microsoft 365

• Microsoft Entra ID

• Microsoft Intune

• Windows 10 and Windows 11

• Networking fundamentals (DNS, DHCP, TCP/IP, VPN)

• Experience managing user provisioning and deprovisioning, licensing, group memberships, Conditional Access policies, and MFA.

• Experience with endpoint management, software deployment, and device compliance through Intune.

• Familiarity with Google Admin Console.

• Experience working with ticketing systems and documenting support activities.

• Strong troubleshooting and problem-solving abilities.

• Excellent verbal and written communication skills.

• Exceptional customer service skills and a customer-first mindset.

• Ability to prioritize multiple tasks and work effectively in a fast-paced environment.

• Positive attitude, strong work ethic, and willingness to learn.

• Ability to work independently and collaboratively within a team environment.

• High School Diploma or equivalent.

Preferred Qualifications:

• Associate's degree in Information Technology, Computer Science, or a related field.

• Microsoft Certified: Azure Fundamentals (AZ-900).

• Microsoft 365 Certified: Endpoint Administrator Associate.

• Microsoft Certified: Identity and Access Administrator (SC-300).

• CompTIA A+, Network+, or Security+ certifications.

• Experience supporting healthcare organizations and HIPAA-regulated environments.

• Experience administering Chrome Enterprise devices.

• Familiarity with ITIL practices and service management methodologies.