IT Support Specialist II

We are looking for an experienced IT Support Specialist II to provide hands-on technical assistance for a mission-driven non-profit organization in California. This contract position with permanent potential is ideal for someone who enjoys solving a broad range of end-user issues, supporting core Microsoft environments, and delivering dependable service in a fast-paced setting. The role focuses on resolving Level I and Level II support requests while maintaining clear communication, accurate documentation, and a strong commitment to service quality.

Responsibilities:
• Troubleshoot and resolve Level I and Level II technical issues across Microsoft 365 applications, including Teams, OneDrive, Outlook, and other core productivity tools.
• Provide support for Azure Virtual Desktop environments and assist users with access, performance, and connectivity concerns.
• Diagnose problems involving network access, internet connectivity, VPN usage, and general desktop infrastructure.
• Support audio and video technologies used for meetings, collaboration, and day-to-day business operations.
• Investigate more complex incidents by performing root-cause analysis and identifying effective solutions or appropriate escalation paths.
• Maintain accurate ticket updates, communicate status clearly to users, and ensure support activities follow established service procedures.
• Assist with issues related to Active Directory, shared resources, printers, and standard enterprise applications.
• Contribute to reliable end-user support by documenting solutions, tracking recurring problems, and helping improve support processes.

Qualifications:

• 5+ years of experience in IT support, service desk, or help desk roles with Level I and Level II troubleshooting responsibilities.
• Strong working knowledge of Microsoft 365, including Teams, Outlook, OneDrive, Word, Excel, and PowerPoint.
• Experience supporting Microsoft environments such as Windows, Exchange, SharePoint, SCCM, Azure, and Windows Server.
• Familiarity with VPN technologies, basic network troubleshooting, LAN connectivity, and remote access support.
• Ability to diagnose and resolve issues involving printers, audio/video systems, and general workstation hardware/software.
• Experience using a ticketing system to document incidents, track progress, and provide timely follow-up.
• Solid understanding of Active Directory and user account support within an enterprise environment.
• Strong communication, problem-solving, and customer service skills in a detail-oriented support setting.

Compensation

$35.15-$40.70 Hourly

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