IT Support Specialist II

Job Title: IT Support Specialist – Level II

Location: Huntsville, AL

Department: IT Services

Reports To: Senior Engineer / IT Operations Manager

Job Type: Full-Time

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Position Summary

We are seeking a skilled and customer-focused IT Support Specialist – Level II to join our growing Managed Services Provider (MSP) team. In this role, you will serve as a key technical resource for handling escalated support requests, delivering outstanding customer service, and contributing to the stability and efficiency of our clients' IT environments. You'll work across a variety of systems, networks, and applications, supporting multiple clients in a fast-paced and dynamic environment.

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Key Responsibilities

•  Act as an escalation point for Level I technicians; troubleshoot and resolve complex technical issues related to desktops, servers, networking, and cloud environments.

•  Respond to and resolve client support tickets via phone, email, remote access, or onsite visits as required.

•  Perform root cause analysis and implement long-term solutions to prevent recurring issues.

•  Maintain and support Windows-based environments including desktops, laptops, and servers.

•  Support Active Directory, Microsoft 365, Exchange Online, and other Microsoft cloud services.

•  Configure, maintain, and troubleshoot network equipment (routers, switches, firewalls, VPNs).

•  Assist with onboarding and offboarding of client users, including system setup, permissions, and software deployment.

•  Collaborate with internal teams to manage patching, backup solutions, and antivirus/security software.

•  Document work thoroughly in the ticketing system HaloPSA.

•  Follow ITIL-aligned processes and adhere to SLAs for response and resolution times.

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Required Qualifications

•  2–4 years of experience in a technical support or help desk role, ideally within an MSP or similar environment.

•  Strong knowledge of Windows 10/11, Windows Server (2016/2019/2022), and Microsoft 365.

•  Proficiency in Active Directory administration, DNS/DHCP, Group Policy, and Exchange Online.

•  Experience supporting networking equipment and protocols (TCP/IP, VLANs, firewalls, VPNs).

•  Solid understanding of security best practices and endpoint protection tools.

•  Ability to multitask and manage priorities in a high-volume, fast-paced environment.

•  Strong written and verbal communication skills.

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Preferred Qualifications

•  CompTIA Network+ and/or Security+ certification.

•  Experience with macOS, Linux, or virtualization platforms (Hyper-V, VMware).

•  Experience with managing network device and configuration such as switches and wireless access points (Ubiquiti, Meraki, Aruba)

•  Experience with managing VOIP systems (Switchvox, GoTo, RingCentral)

•  Familiarity with scripting or automation (PowerShell preferred).

•  Familiarity with RMM tools (e.g., Datto, NinjaOne) and PSA platforms (e.g., HaloPSA, Autotask).

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Key Competencies

•  Strong customer service orientation with a sense of urgency.

•  Analytical and problem-solving mindset.

•  Collaborative team player who can also work independently.

•  Commitment to continuous learning and improvement.

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Benefits

•  Competitive salary based on experience.

•  Health, dental, and vision insurance.

•  401(k) with employer match.

•  Paid time off and holidays.

•  Training and certification reimbursement.

•  Career growth in a supportive, fast-paced MSP environment.