IT Support Specialist 2- Durant Casino

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Job Description

This position is only accepting applications for those currently in the IT Service Desk department. 

Job Purpose or Objective(s): The IT Support Specialist 2 provides advanced technical support and guidance to end users and junior IT staff, ensuring optimal computer operations and organizational productivity. This includes resolving complex technical issues, mentoring team members, and contributing to process improvements. The position requires a high degree of technical expertise, initiative, and professionalism.

Primary Tasks

  • Lead and prioritize complex work orders, applying advanced critical thinking to assess and resolve technical issues.
  • Provide expert support for hardware, software, and network troubleshooting, including escalated incidents from IT Support Specialist I staff.
  • Mentor and train junior IT support staff, sharing knowledge and best practices.
  • Manage and resolve advanced problems involving diagnostics, remote tools, and hands-on support at the desktop and network level.
  • Oversee installation, configuration, and upgrades of systems, applications, and peripherals (desktops, laptops, tablets, mobile devices).
  • Serve as an escalation point for unresolved issues, collaborating with other IT teams as needed.
  • Document all actions, solutions, and user interactions accurately in the ticketing system while ensuring compliance with IT policies, procedures, and cybersecurity standards.
  • Diagnose and troubleshoot Windows/MAC Operating Systems, Microsoft 365, other applications, and enterprise-level software.
  • Participate in IT projects, process improvement initiatives, and knowledge sharing sessions.
  • Other duties as assigned.

Job Requirements

  • Associate's degree in IT, Computer Science, or related field, or equivalent industry certifications
  • CompTIA Network +, Security +, Microsoft Certified: Modern Desktop Administrator Associate, ITIL Foundation.
  • 3–5 years hands-on IT support experience in a professional environment
  • Advanced knowledge of computer hardware, networking, and operating systems (Windows, macOS, servers, switches, routers)
  • Experience supporting Microsoft 365, cloud applications, and remote users
  • Proficiency with ticketing systems (ServiceNow, Cherwell, Jira, Zendesk)
  • Strong understanding of cybersecurity principles and ITIL processes (incident, request, change management)
  • Excellent customer service, written and verbal communication, documentation, and conflict resolution skills
  • Ability to mentor and train junior staff
  • Ability to prioritize and execute tasks in high-pressure environments
  • Commitment to professionalism and continuous learning
  • Ability to lift and move computer equipment as needed
  • Ability to offer after-hours or weekend support
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