IT Support Specialist

About The Company Kavaliro is a leading professional staffing and solutions provider dedicated to connecting talented individuals with innovative organizations across various industries. Committed to fostering diversity, inclusion, and equal opportunity, Kavaliro prides itself on delivering exceptional service and building lasting relationships with clients and candidates alike. With a focus on integrity, professionalism, and excellence, Kavaliro strives to support the growth and success of its partners by providing tailored staffing solutions that meet their unique needs.

About The Role The IT Support Specialist II is a vital member of the Kavaliro client’s IT team, responsible for maintaining and optimizing the organization’s technology infrastructure. This role requires a proactive and skilled individual capable of managing complex technical issues, supporting a broad range of hardware and software, and ensuring seamless day-to-day operations. The position involves both onsite and remote support, addressing escalated issues from Level 1 support, and collaborating with internal teams—including IT, Information Security, and external vendors—to implement solutions and improvements. The ideal candidate will possess a strong technical background, excellent problem-solving skills, and the ability to work independently while contributing to team efforts. This role is essential in ensuring the organization’s technology environment remains secure, efficient, and aligned with business objectives, directly impacting operational continuity and user satisfaction.

Qualifications Candidates should possess a minimum of 6+ years of hands-on experience in PC and network troubleshooting, repair, and cabling. Relevant certifications such as A+, Network+, CCNA, MCSA, MCP, or Microsoft Endpoint Administrator Associate are preferred, along with a degree in Computer Technology or a related field, or an equivalent combination of education and experience. Proficiency in supporting and troubleshooting Windows 10/11, Server 2016/2019, Office 2019, and Microsoft 365 environments is required. A strong understanding of Active Directory, Exchange, networking protocols (TCP/IP), RDP/RDS, and virtual environments is essential. Candidates should also demonstrate advanced knowledge of networking technologies including firewalls, LAN/WAN, wireless, VPN, and VLANs. Excellent organizational skills, interpersonal communication, and the ability to create comprehensive technical documentation are vital. The candidate must have reliable transportation, be willing to travel as needed, and demonstrate a commitment to continuous learning and professional development.

Responsibilities

• Respond to escalated technical support requests from Level 1 and serve as a delegate for Level 3 support when necessary.
• Provide remote and onsite support for hardware, software, and network issues via phone, email, and ticketing systems.
• Act as a secondary point of contact for vendors and managed service providers for support and MAC (Moves, Adds, Changes) requests.
• Collaborate with IT leadership, including the VP IT/Facilities Manager, SVP Information Technology Officer, and SVP Information Security Officer, on support initiatives and project execution.
• Mentor and train junior support staff, tracking and reporting progress to IT management.
• Document and maintain internal IT workflows, procedures, and technical guides for employee use.
• Identify recurring issues and trends, recommending proactive solutions to prevent future disruptions.
• Perform scheduled system checks, software updates, and hardware upgrades, including after-hours work as required.
• Support the installation, configuration, and maintenance of computers, peripherals, and related systems.
• Conduct user training sessions on hardware, software, and peripheral usage to enhance user proficiency.
• Ensure timely escalation of unresolved issues to minimize business downtime and operational impact.
• Maintain accurate records of support requests, incidents, and resolutions within the ticketing system.
• Communicate effectively with end-users regarding issue status, planned changes, and outages.
• Develop expertise in internal applications and assist in troubleshooting and resolution efforts.
• Foster collaboration between IT, end-users, and other departments to improve service delivery and user satisfaction.

Benefits The organization offers a comprehensive benefits package designed to support the health, well-being, and professional growth of its employees. Benefits include competitive salary packages, health insurance coverage, dental and vision plans, paid time off, and retirement savings options. Employees have access to ongoing training and development opportunities to enhance their skills and career progression. The organization also promotes a positive work environment that values work-life balance, diversity, and inclusion. Additionally, the role includes opportunities for professional certifications and participation in company-sponsored events and community engagement initiatives. The organization recognizes and rewards dedication, innovation, and excellence, fostering a culture of continuous improvement and collaboration.

Equal Opportunity

Kavaliro is an equal employment opportunity employer. We are committed to creating a diverse and inclusive workplace where all individuals are valued and treated with respect. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state, or local laws. We also provide reasonable accommodations to applicants and employees with disabilities to ensure full participation in the application process and employment activities. Our commitment to diversity and inclusion is integral to our mission of delivering exceptional staffing solutions and fostering a supportive work environment for all.