IT Support Specialist II – Advanced Desktop & M365 Support

About the role

The IT Support Specialist II provides advanced technical assistance for complex desktop, application, and cloud‑based issues. Working within AME’s OSC Desktop team, you will own escalated tickets, ensure high‑quality client interactions, and contribute to continuous service improvement.

Key responsibilities

• Resolve advanced desktop and application problems, including performance, conflicts, and registry‑level troubleshooting.
• Take ownership of tickets escalated from AI/automation tools when automated solutions fail.
• Administer Microsoft 365 environments – Exchange Online, SharePoint permissions, security groups, and conditional access policies.
• Perform Active Directory tasks such as user/group management, GPO troubleshooting, and basic modifications.
• Support macOS devices, including basic Jamf/MDM administration.
• Troubleshoot network issues (VPN connectivity, DNS/DHCP, basic diagnostics).
• Implement backup/recovery solutions and execute file/folder restores.
• Identify and remediate security incidents – phishing, malware removal, MFA deployment.
• Manage software installations, deployments, licensing, and hardware diagnostics.
• Document all work in the service‑desk system with clear resolution notes.
• Create and maintain client‑specific SOPs and mentor Level 1 technicians.
• Collaborate with server, network, and security teams for complex escalations.

Required profile

• Strong technical background with experience in desktop support and cloud services.
• Excellent communication skills and ability to prioritize multiple tickets.
• Commitment to learning, process improvement, and delivering exceptional customer service.

Required skills

• Microsoft 365 administration (Exchange Online, SharePoint, security configurations)
• Active Directory and Group Policy management
• macOS troubleshooting and Jamf/MDM basics
• VPN, DNS, DHCP networking knowledge
• Backup/recovery procedures
• Security incident response (phishing, malware, MFA)
• Software deployment and licensing
• Hardware diagnostics

What we offer

• Competitive salary and benefits package
• Opportunities for professional growth and development
• Collaborative and supportive work environment
• Flexibility to work on a variety of interesting projects