Information System Support Specialist

JOB DESCRIPTION

The Information Systems Support Specialist II delivers front-line technical support for hardware, software, and network systems, ensuring reliable operation and optimal performance of end-user devices, business applications, and critical production systems. This role responds to incidents, fulfills service requests, and troubleshoots issues to maintain maximum efficiency and uptime for company operations.________________________________________
Essential Duties and Responsibilities
• Provide Tier 2 support for end-users via phone, email, and in person.
• Install, configure, and maintain desktops, laptops, mobile devices, printers, scanners, and related IT equipment.
• Troubleshoot and resolve hardware, software, and connectivity issues.
• Provide critical support, backup, and disaster recovery for essential manufacturing equipment PCs.
• Support user account management in Microsoft Entra ID, Microsoft Office 365, and other enterprise applications.
• Document incidents, resolutions, and work performed in the IT ticketing system.
• Assist with onboarding and offboarding of employees, including device setup and access provisioning.
• Maintain inventory of IT assets and manage equipment lifecycle.
• Escalate issues as necessary in accordance with ITIL incident management.
• Contribute to IT projects, system upgrades, and process improvement initiatives in collaboration with other IT resources and operations teams.
• Ensure compliance with company IT policies, data security, and privacy standards.

REQUIRED SKILLS AND EXPERIENCE

• Proficient with Windows operating systems, Microsoft Entra ID, and Office 365.
• Familiar iOS and Android based mobile devices, including smart scanners, tablets, and phones. SOTI MDM experience a plus.
• Solid understanding of basic networking principles (TCP/IP, DNS, DHCP).
• Experience with remote support tools and ticketing systems. Experience with N-able and Service Now a plus.
• Experience supporting manufacturing environments needed