IT Support Specialist II

Location: Lawrenceville, GA (Onsite)

Schedule: Monday–Friday, 8:00 AM–5:00 PM

Department: IT

Reports To: IT Manager

Employment Type: Salaried, Exempt

Position Summary

The IT Support Specialist II provides advanced technical support and systems administration for internal users. This role supports workstations, servers, networks, and core business applications, handling complex service requests both on-site and remotely. The ideal candidate is a strong problem solver who can clearly explain technical concepts to non-technical users and who thrives in a fast-paced, service-oriented environment.This is an on-site position based at our Lawrenceville, GA office. Regular in-person attendance is required to effectively support infrastructure and internal users.

Key Responsibilities

• Serve as the primary point of contact for advanced IT support requests via phone, email, and chat
• Troubleshoot and resolve hardware, software, network, and application issues
• Support Microsoft technologies including Windows Server, Microsoft 365, Azure, and virtual environments
• Monitor IT systems and respond to alerts, incidents, and outages
• Manage service tickets, projects, and documentation using ConnectWise
• Maintain accurate inventory of IT assets and system documentation
• Create and update internal documentation and user training materials
• Ensure timely resolution of user requests and escalate issues as needed
• Collaborate with IT team members to ensure efficient and effective support
• Stay current with emerging technologies and best practices

Required Qualifications

• Associate’s or Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience)
• 3+ years of IT support experience, including hands-on technical troubleshooting
• Working knowledge of Windows, macOS, and Linux operating systems
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
• Experience supporting common business hardware and software
• Familiarity with remote support tools and Active Directory
• Strong communication skills with the ability to support non-technical users
• Customer-focused mindset with strong organizational skills

Preferred Qualifications

• 5+ years of IT support experience
• Experience with ticketing systems such as ConnectWise, Jira, or Zendesk
• Relevant IT certifications (CompTIA, Microsoft, Cisco, AWS, etc.)
• Experience supporting cloud or virtual environments

Physical & Work Requirements

• Ability to occasionally lift and carry up to 60 pounds
• Ability to sit, stand, walk, bend, kneel, and climb as required
• Ability to work primarily indoors with occasional exposure to equipment and outdoor environments
• Ability to travel to other company locations as needed

Equal Employment Opportunity

We are an Equal Opportunity Employer and do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected status.