About this role
This full-time IT Support Specialist role provides Level 1 and Level 2 technical support for endpoint computing and remote client environments. The position supports LAN/WAN/internet/voice services, manages help desk demand requests, performs quality assurance and system availability checks, and contributes to business continuity planning and training.
Key Responsibilities
- Provide Level 1 and Level 2 endpoint support
- Troubleshoot and repair demand requests within performance measures
- Coordinate security onboarding for new employees
- Perform start-of-day/end-of-day quality assurance and system availability checks
- Support business continuity planning and technical training
Technical Overview
Scope includes endpoint troubleshooting and repair for desktops, laptops, tablets, printers, scanners, and multifunction devices, plus support for remote client and network environments. The role coordinates security for new employees, administers vendor repair services, and performs system availability checks while meeting service level agreements.
Ideal Candidate
The ideal candidate is an IT Support Specialist who can deliver both Level 1 and Level 2 support for endpoint computing and remote client environments. They are experienced in triaging help desk demand requests, coordinating security for new employees, conducting quality assurance and system availability checks, and supporting LAN/WAN/internet/voice service level agreements.
Must-Have Skills
Provides level one and level two support for endpoint computing systemsTroubleshoots and repair problem/demand request assigned tasks within performance measuresAssign problem/demand request received by the help desk to appropriate IT staffAssign priority of request and communicate expectationsLeads start-of-day and end-of-day quality assurance tasksAdministers outside vendor repair services on equipment (computers and printers)Produces technical training programs/materialsAssists in formulating and testing business continuity plansPerforms after hours support as requiredStaffs service desk as assigned
Nice-to-Have Skills
Media players management for department informationevents and programs
Tools & Platforms
Help deskService desk
Required Skills
it support specialistlevel one supportlevel two supportendpoint computing systemsdesktopslaptopstabletsnetwork printersscannersmultifunction devicesremote client supportLANWANinternetvoice environmentssecurity for new employeeshelp deskservice deskquality assurancevendor repair servicesbusiness continuity planssystem availability checksafter hours supporttechnical training
Hard Skills
Level one and level two supportEndpoint computing systems supportDesktopsLaptopsTabletsNetwork printersScannersMultifunction devicesHardware evaluationSoftware evaluationDesktop and remote client hardware recommendationsDesktop and remote client software recommendationsProblem resolutionSecurity coordination for new employeesVoice systems supportData application supportLAN supportWAN supportInternet supportVoice environment supportCustomer follow-upTicket/request status controlRequest closure within performance measuresStart-of-day quality assuranceEnd-of-day quality assuranceQuality assurance tasks schedulingTroubleshooting and repairVendor repair service administrationComputers repair services administrationPrinter repair services administrationConsulting and planningInformation technology consultingTechnical training programs/materials productionBusiness continuity plan formulationBusiness continuity testingProduction Service EventsSystem Availability ChecksSystem availability monitoringAssigning problem/demand requestsPrioritizing requestsCommunicating expectationsHelp desk staffingAfter-hours supportMedia players managementProduction service eventsComputer and printer scheduling
Soft Skills
Customer satisfaction focusCommunicationProblem-solvingJudgmentService level agreement awarenessPlanningCollaboration with infrastructure and applications teamsTraining delivery
Keywords for Your Resume
IT Support SpecialistIT Support Specialist (Full-time)level one supportlevel two supportendpoint computing systemsdesktopslaptopstabletsnetwork printersscannersmultifunction devicesremote clientLANWANInternetvoice environmentsproblem/demand requesthelp deskservice deskservice level agreementssecurity for new employeesticket/request statusquality assurancestart-of-dayend-of-dayvendor repair servicesbusiness continuity planssystem availability checksafter hours supporttechnical training
Deal Breakers
Must be able to provide Level 1 and Level 2 support for endpoint computing systems, Must be able to staff the service desk as assigned and provide after-hours support as required, Must be able to assign/prioritize help desk requests and communicate expectations
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