Position Details

Salary $70K – $80K USD / year

Type Not Specified

Experience senior

Exp. Years Not specified

Education Not specified

Category IT Support & Helpdesk

About this role

Provide Level 2 escalation support for field and corporate IT operations, resolving complex hardware, software, network, and application issues beyond Tier 1 scope. You will also deploy and manage endpoints and mobile devices using Intune/MDM, mentor L1 technicians, and ensure SLA-compliant ITSM ticket handling.

Key Responsibilities

Serve as primary escalation point for Tier 1 tickets exceeding scope
Perform advanced on-site diagnosis and resolution for hardware, software, network, and application issues
Manage and troubleshoot local network equipment and support local server/backup systems
Deploy, configure, and manage workstations and mobile devices using Intune and MDM platforms
Maintain ITSM ticket logging, asset inventory, escalation queue, and ensure SLA compliance

Technical Overview

This role performs advanced on-site troubleshooting for workstations, mobile devices, printers/peripherals, VoIP systems, UPS devices, and specialty technology including drones and IoT-connected devices. It includes local network troubleshooting (routers, switches, wireless access points, firewall rules), supporting local servers and backups, and endpoint/mobile deployment using Intune and MDM platforms while maintaining accurate asset inventory and ITSM records.

Ideal Candidate

The ideal candidate is an IT Field Support Specialist II who provides Level 2 on-site escalation support for complex desktop, network, and application issues that Tier 1 cannot resolve. They are strong in troubleshooting hardware/software, managing device deployments with Intune and MDM, and maintaining ITSM ticket documentation with strict SLA compliance.

Must-Have Skills

Level 2 on-site supportdiagnosing and resolving complex tickets exceeding Tier 1 scopeadvanced on-site diagnosis and resolution of hardwaresoftwarenetworkand application issuesmanage escalation queue and ensure SLA compliancedeployconfigureand manage workstations and mobile devices using Intune and MDM platformsmaintain accurate asset inventorylog customer interactions as ITSM tickets

Tools & Platforms

IntuneMDM platformsITSM

Required Skills

Level 2 on-site supportticket triagedocumentationhardware troubleshootingsoftware troubleshootingnetwork troubleshootingapplication issuesworkstationsmobile devicesprintersperipheralsVoIP systemsUPS devicesdronesIoT-connected devicesroutersswitcheswireless access pointsfirewall ruleslocal server supportbackup systemsSOWsOEM documentationdeploy and configure devicesIntuneMDM platformsplottersasset inventoryITSM ticketsSLA complianceescalation queue managementvendor coordinationsite mobilizations/demobilizations

Hard Skills

Level 2 on-site supporttechnical issue diagnosisticket triagedocumentation for ITSM ticketshardware troubleshootingsoftware troubleshootingnetwork troubleshootingapplication troubleshootingworkstationsmobile devicesprintersperipheralsVoIP systemsUPS devicesspecialty field technology including dronesIoT-connected devicesroutersswitcheswireless access pointsfirewall ruleslocal server supportbackup systemsSOWsOEM documentationdeploying workstationsconfiguring mobile devicesdeploying plottersdeploying networked printersenterprise software deploymentMicrosoft IntuneMDM (Mobile Device Management)asset inventorySLA complianceescalation queue managementIT Field Support Technician I escalation

Soft Skills

mentor and provide technical guidancehands-on coachingknowledge transferstakeholder communicationvendor coordinationservice-minded customer interactionSLA-focused execution

Industry & Role

Industry Government/Public Sector

Job Function Escalate and resolve complex field IT incidents and manage endpoint/mobile deployments with Intune and MDM.

Role Subtype Help Desk L2

Tech Domains ITSM / ServiceNow, VoIP / Unified Communications, Windows Server, Networking / TCP-IP

Keywords for Your Resume

Help Desk/Desktop Support AnalystIT Field Support Specialist IILevel 2Tier 1escalationon-site supportcomplex ticketsticket triagedocumentationhardware troubleshootingsoftware troubleshootingnetwork troubleshootingapplication issuesworkstationsmobile devicesprintersperipheralsVoIP systemsUPS devicesdronesIoT-connected devicesroutersswitcheswireless access pointsfirewall ruleslocal serverbackup systemsSOWsOEM documentationIntuneMDM platformsplottersenterprise softwareasset inventoryITSM ticketsSLA complianceescalation queueInfrastructureApplicationsCybersecurityvendorsdistrict issuessite mobilizationsdemobilizationsdesktop support

Deal Breakers

Must be able to provide advanced Level 2 on-site support (not purely remote), Must have experience deploying and managing workstations and mobile devices using Intune and MDM platforms, Must be able to troubleshoot VoIP systems and local network equipment (routers, switches, wireless access points, firewall rules)

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