IT Support Specialist - II

Woodcraft is looking for an IT Support Specialist II to strengthen its onsite support team in Parkersburg, WV (26105). In this role, you will help keep computer systems and IT infrastructure running smoothly by delivering second-level technical assistance, handling complex escalations, and supporting end-users across hardware, software, and network environments. You’ll also contribute to better IT operations through documentation, ticket management, and collaboration with other team members.

What you’ll do

• Provide second-level support for hardware, software, and network issues.
• Diagnose and resolve complex technical problems escalated from Level I support.
• Install, configure, and maintain computer systems, software, and peripherals.
• Assist with deployment and management of IT infrastructure, including servers, networks, and security systems.
• Document and track issues in a ticketing system, ensuring timely resolution and follow-up.
• Collaborate with other IT team members to implement and improve IT processes and procedures.
• Conduct training sessions for end-users on new technologies and best practices.
• Stay current on industry trends and technologies to support innovative solutions.
• Manage user accounts, permissions, and access rights across systems.
• Participate in IT projects and initiatives as required.
• Handle first response IT ticket coordination, management, and assignment.

What you’ll bring

• Ability to diagnose and resolve complex hardware, software, and network issues.
• Proficiency managing and maintaining operating systems including Windows, Mac, and Linux.
• Knowledge of network infrastructure such as switches, routers, and firewalls.
• Excellent communication skills and a strong commitment to end-user service.
• Exceptional organizing and time-management skills.
• Ability to work effectively with other IT team members and departments.
• Capability to create and maintain detailed technical documentation and user guides.
• Experience prioritizing and assigning IT tickets.
• Education: Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Experience: 3-4 years in a help desk or technical support role, and 2 years help desk or technical support (required).
• Strong knowledge of Windows and Mac and common software applications.
• Experience with network troubleshooting and basic network administration.
• Relevant certifications are a plus (examples: CompTIA A+, Network+, Microsoft Certified Professional).

Technologies you’ll work with

• Windows, Mac, Linux
• Switches, routers, firewalls
• Servers, networks, security systems
• Ticketing system

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Location: Onsite in Parkersburg, WV 26105. Experience requirement: 2 years in help desk or technical support.