IT Support Specialist II

SHINE Technologies LLC is seeking an IT Support Specialist II to provide advanced, hands-on technical support and serve as a key escalation point for tier 1. This onsite role in Janesville, WI focuses on diagnosing and resolving more complex hardware, operating system, application, and connectivity issues, with ownership through resolution and follow-through on recurring problems.

As part of the support function, you will monitor and manage help desk tickets, communicate clearly with end users, and conduct root cause analysis to drive long-term improvements. The position also includes device provisioning and configuration, upgrade and deployment support, and collaboration with systems, network, and security teams on escalated cases.

Key Responsibilities

• Act as an escalation point for tier 1 support and resolve complex technical issues
• Deliver advanced troubleshooting and support across Windows, macOS, and Linux operating systems
• Diagnose and resolve issues related to hardware, operating systems, applications, and connectivity
• Provide in-person and remote support to end users as needed
• Monitor, manage, and resolve help desk tickets based on priority and service level objectives
• Own incidents through resolution, including documentation and end user communication
• Perform root cause analysis on recurring incidents and recommend long-term solutions
• Support provisioning, configuration, deployment, and ongoing support of end user devices
• Assist with system upgrades, software deployments, and new technology initiatives
• Maintain accurate asset inventory and configuration documentation
• Collaborate with systems, network, and security teams on escalated issues
• Contribute to knowledge base articles, troubleshooting guides, and other support documentation
• Follow and promote information security policies, standards, and best practices

What You’ll Need

• Minimum 3 to 5 years of experience in a customer-facing IT support role, including tier 2 or escalation support
• Strong troubleshooting and analytical skills to resolve complex technical issues
• Excellent interpersonal and communication skills in both written and verbal forms
• Ability to work independently and manage multiple priorities
• Strong experience supporting Windows 10/11
• Basic to intermediate experience with Linux, including user-level troubleshooting, command-line navigation, and log review
• Proficiency with Microsoft 365 including Outlook, Teams, Word, Excel, and PowerPoint
• Experience using remote support tools and help desk ticketing systems
• Strong organization and attention to detail

Additional Experience (Preferred)

• Experience supporting or administering Active Directory and Azure Active Directory
• Working knowledge of Microsoft Intune or other MDM solutions
• Understanding of network fundamentals including DNS, DHCP, TCP/IP, and VPN
• Experience supporting mobile devices (iOS and Android)
• Familiarity with ITIL processes, including incident/problem management
• Experience creating technical documentation and knowledge base articles
• Technical certifications such as CompTIA A+, CompTIA Network+, or Microsoft certifications

Technologies You’ll Work With

• Windows, macOS, Linux; Windows 10/11
• Microsoft 365 (Outlook, Teams, Word, Excel, PowerPoint)
• Active Directory, Azure Active Directory
• Microsoft Intune, MDM solutions
• DNS, DHCP, TCP/IP, VPN
• iOS, Android
• ITIL processes
• CompTIA A+, CompTIA Network+
• Microsoft certifications

Compensation

USD 28–32 per hour.

Working Conditions and Physical Effort

• Frequent leaning, bending, stooping, crouching, grasping, and reaching above shoulder level and below knee level
• Moderate physical activity; handling average-weight objects up to 40 pounds and/or standing or walking for more than four (4) hours per day
• Fine motor coordination and strong depth perception are beneficial
• Some exposure to unusual elements, including extreme temperatures, dirt, dust, fumes, smoke, unpleasant odors, and/or loud noises
• Exposure to hazards or physical risks requiring adherence to basic safety precautions

Benefits

A comprehensive compensation package.