IT Support II

SCS is looking for someone for an IT Support II position that will provide advanced Tier 2 helpdesk support to in-house users as a technical lead with deep knowledge of automation, endpoint management, identity administration, and problem resolution. This position offers challenges and opportunities to learn and implement new technologies. You must be able to work on multiple tickets simultaneously and be knowledgeable in a broad range of computer related topics. The IT Support II is a full-time position working in our Tampa, FL office.

Serve as escalation point for IT Support I and provide helpdesk support for Corporate Business Applications.
• Maintaining helpdesk ticketing system, including follow ups, resolutions, and ownership of tickets from open to close.
• Handling of incoming technical support requests from in-house users. Escalate support tasks as needed to senior IT staff.
• Perform endpoint advanced troubleshooting of Windows, Microsoft 365, Active Directory, Entra ID, network, VPN, and business applications.
• Perform root cause analysis and recurring incident elimination.
• Participate in incident response and malware remediation
• Maintain SOPs, standards, and knowledge base articles.
• Proactive monitoring, management, updating and replacement of desktop hardware and software.
• Test new hardware and software to assess functionality, applicability as a business solution and conformance with corporate technical and operational standards.
• Recommend cost effective solutions to meet business needs.
• Maintaining endpoint lifecycle for computer/mobile setups and decommissioning
• Provide light technical training to end users.

• Information Technology/Computer Science degree required
• 5+ years work experience in IT Support role required
• Excellent communication skills, both oral and written with strong attention to detail.
• A+, MCP, MCSE or comparable certification preferred
• Proficient in the installation, configuration, and troubleshooting process for hardware and software for PCs , servers and mobile devices
• Advanced knowledge of Windows OS, Networking, TCP/IP, Active Directory, Entra, Azure, Intune, Microsoft 365
• Ability to handle multiple tasks and determine priorities effectively.
• Understanding of Release and Change management process
• Work with local IT person to provide Business Continuity in cases of emergencies
• Experience with endpoint management and enterprise support environments