Provide Tier II technical support, resolving escalated hardware, software, POS, and application-related issues.
Administer and support Microsoft 365 / Office 365 environments, including account management, licensing, and troubleshooting.
Troubleshoot endpoint devices, printers, POS systems, audio/visual equipment, and conferencing technology.
Provide remote support using tools such as Splashtop or NinjaOne.
Support laptop imaging, deployment, hardware repairs, and operating system configuration.
Perform basic network troubleshooting for connectivity, printer, and access-related issues, escalating as needed.
Manage and document service requests and incidents within the ticketing system, ensuring accurate tracking and timely resolution.
Respond to cybersecurity-related incidents and coordinate with appropriate internal teams to support containment and resolution.
Assist with employee onboarding and offboarding processes, including account provisioning, access management, and device preparation.
Maintain IT documentation, knowledge base articles, and operational procedures to support team efficiency.
Participate in rotational on-call support for critical after-hours technical needs.
Deliver high-touch support for executive and VIP users requiring priority service.
Collaborate with infrastructure, cybersecurity, network, and vendor support teams to resolve cross-functional technical issues.
Support conference room technology and large meeting setups as needed.

3+ years of technical support, help desk, or IT support experience.
Hands-on experience supporting Microsoft 365 / Office 365 environments.
Experience troubleshooting endpoint devices, printers, and enterprise applications.
Familiarity with ticketing systems and incident management workflows.
Working knowledge of basic networking concepts (TCP/IP, connectivity troubleshooting).
Strong written and verbal communication skills and the ability to work independently.
Experience supporting retail or Point-of-Sale (POS) environments.
Familiarity with remote support tools such as Splashtop or NinjaOne.
Experience with Halo or similar ticketing platforms.
Experience supporting Dell Latitude, Microsoft Surface, and Apple macOS devices.
Exposure to cybersecurity incident response processes.
Experience delivering executive/VIP technical support.

IT Support II

Key skills