Job Summary

The Technical Support Specialist L2 serves as the Tier 2 escalation point for technical support within the organization, working closely with the Helpdesk Technician I and the Network & Security Analyst. This role goes beyond traditional support by leveraging scripts and automation workflows that improve helpdesk efficiency, reduce manual workload, and enhance the overall end‑user experience. The identification and implementation of improvements is encouraged. This position is remote‑friendly and operates within a collaborative, digitally connected IT team.

Key Responsibilities

Tier 2 Support

• Receive and resolve escalated tickets from the Helpdesk Technician I that exceed Tier 1 scope
• Diagnose and troubleshoot complex hardware, software, OS, and application issues remotely
• Manage user accounts, permissions, and access provisioning via Active Directory or equivalent
• Document resolutions and contrib...