IT Support Specialist II

Responsibilities

• Serve as the Tier 2 escalation point for tickets that exceed Tier 1 scope, troubleshooting hardware, software, network, and cloud issues to resolution.
• Respond to and resolve service requests and incidents within defined SLAs, keeping ticket documentation accurate and current in the PSA/ticketing system.
• Provide on-site and remote support from the Shrewsbury office and at client locations across the region.
• Mentor and assist Tier 1 technicians, sharing knowledge and helping them grow.
• Participate in the on-call rotation, providing after-hours support coverage on a scheduled basis.
• Perform day-to-day Microsoft 365 and Entra ID (Azure AD) administration: user/license management, mailboxes, security groups, MFA, and SharePoint/Teams/OneDrive support.
• Help manage and maintain Windows Server environments, Active Directory, Group Policy, DNS, DHCP, and file/print services.
• Handle endpoint management, patching, and antivirus/EDR through RMM tooling; monitor alerts and respond proactively.
• Support and verify backup and disaster recovery solutions; participate in restore testing.
• Configure and troubleshoot firewalls, switches, wireless, VPNs, and basic routing across client sites.
• Apply security best practices and help clients meet baseline compliance requirements (MFA enforcement, patching, access reviews).
• Identify and escalate security concerns; assist with incident response as needed.
• Assist senior staff on client projects such as Microsoft 365 onboarding, server upgrades, new-site deployments, and cloud migrations, gaining hands-on exposure to engineering work.
• Document network diagrams, standard operating procedures, and client environment details.
• Suggest improvements to client environments and internal processes.

Requirements

• 2 to 3 years of IT support experience, including Tier 2 escalation or systems administration exposure (MSP/consulting experience a plus).
• Working knowledge of Microsoft 365 administration and Windows Server / Active Directory.
• Solid networking fundamentals: TCP/IP, DNS, DHCP, VLANs, firewalls, and VPNs.
• Familiarity with remote monitoring and management (RMM) and ticketing/PSA platforms.
• Strong troubleshooting skills and the ability to work most issues end-to-end, knowing when to escalate.
• Clear, professional written and verbal communication with both technical and non-technical audiences.
• Valid driver’s license and reliable transportation as regular travel to client sites is required.
• Able to lift and carry equipment weighing up to 30 lbs as part of on-site work.

Technologies

• Microsoft 365, Entra ID (Azure AD)
• Windows Server, Active Directory, Group Policy
• DNS, DHCP, SharePoint, Teams, OneDrive, MFA
• RMM tooling, antivirus/EDR, Backup & Recovery tools
• Firewalls, VPNs, Azure / Microsoft Azure
• PowerShell, MDM, XDR

Benefits

• Competitive salary starting at USD 45,000 per year, based on experience and certifications
• Real career growth with a clear, supported path from Specialist II toward Systems Administrator and Engineer roles
• Certification support, including guidance for CompTIA and Microsoft Azure/M365 credentials with mentorship from senior engineers
• Exposure to a wide range of technologies, industries, and client environments
• Collaborative, approachable team where your contributions are seen
• Paid time off — 10 days of PTO plus paid holidays
• Health coverage — medical, dental, and vision insurance
• Retirement plan
• Continuing education reimbursement for courses and training

About the role

Piccone IT Consulting, LLC is adding a hands-on IT Support Specialist II to maintain and support the technology environments of our growing client base. This on-site role is based in Shrewsbury, PA, with regular travel to local client sites. You will resolve escalated tickets, help administer servers, networks, cloud services, and endpoints, and contribute to technology projects and migrations under the guidance of our senior team.

Skills & Attributes

• Ownership: you see problems through and follow up.
• Customer-first mindset: you make clients feel supported, not talked down to.
• Calm under pressure: you prioritize effectively when multiple issues arise.
• Team player: you share knowledge and lift up colleagues.
• Detail-oriented: you document as you go.