IT Support Specialist, Tier II

THE ROLE

This hands-on Tier II role handles technical issues beyond frontline support. It helps keep the Windows/Microsoft 365 environment secure and compliant across branches. The role offers a path into systems administration, security, or network roles within the IT department.

WHAT YOU'LL DO

• Resolve escalated tickets involving Windows 11, Microsoft 365, Entra ID, Intune, printers, VoIP phones, check scanners, signature pads, and cash recyclers.
• Image, deploy, and retire endpoints using Intune and Autopilot. Maintain accurate asset records in the ITSM system.
• Administer user accounts and access in Entra ID and Active Directory following least-privilege and audit requirements.
• Visit branches to install hardware, troubleshoot networks, and support network and security equipment under remote guidance from the infrastructure team.
• Document fixes and procedures in the knowledge base. Identify recurring issues and propose permanent fixes.
• Support phishing-report triage, endpoint compliance follow-up, and quarterly access reviews.

WHAT YOU'LL BRING

Required

• 2–4 years of IT support experience, including at least 1 year at a Tier II or escalation level.
• Strong troubleshooting skills with Windows 11, Microsoft 365, and Entra ID/Active Directory.
• Experience with endpoint management tools; SCCM or similar tools are acceptable.
• Basic networking knowledge covering TCP/IP, DNS, DHCP, VLANs, and Wi-Fi troubleshooting.
• Excellent customer-service and written communication skills.
• Valid driver's license, ability to travel to branches within the Denver metro area, and ability to lift up to 40 lbs.

Nice to have

• Intune experience.
• CompTIA A+, Network+, or Security+; Microsoft MD-102.
• Experience in banking, a credit union, or another regulated environment involving NCUA, GLBA, or FFIEC.
• Familiarity with ServiceNow or Freshservice.
• Basic PowerShell scripting.

COMPENSATION & BENEFITS

Base range: $28.00 – $34.50 per hour (approximately $58,000 – $72,000 annualized)

Actual pay depends on experience, skills, and location.

• Medical, dental, and vision coverage with an employer contribution.
• 401(k) with 6% match and immediate vesting.
• 17 days of PTO plus 11 federal holidays.
• Paid certification exams and study materials.
• Employee banking benefits, including discounted loan rates.

HOW WE WORK

• Work within a six-person IT Service Desk providing first-line employee support.
• Report to the IT Service Desk Supervisor.
• Join rotating Saturday coverage approximately once per month, with a weekday off in lieu.