Level 2 IT Support Specialist

Gersh Autism is hiring a Level 2 IT Support Specialist to support teams primarily from our Brooklyn, NY campus (onsite). This role combines advanced troubleshooting with enterprise IT administration, giving you a clear escalation path, ownership of root-cause fixes, and hands-on work across Microsoft 365, device management, security support, and network infrastructure. The position also includes occasional travel to other Gersh Academy locations in Queens and Long Island as needed.

Compensation: $66,300 - $67,500 per year (Brooklyn). Schedule: full time, Monday through Friday. Experience level: 3+ years supporting enterprise IT environments.

What you’ll do

• Deliver advanced technical support to staff via phone, email, remote assistance, and in-person support.
• Act as the escalation point for Level 1 technicians, helping resolve complex hardware, software, operating system, application, network, and cloud issues.
• Install, configure, upgrade, and maintain desktops, laptops, mobile devices, printers, and peripheral equipment.
• Perform root-cause analysis for repeat issues and implement longer-term solutions to prevent recurrence.
• Create and maintain technical documentation, knowledge-base articles, and standard operating procedures.
• Administer Microsoft 365 including Exchange Online, Microsoft Teams, SharePoint, and OneDrive.
• Manage Microsoft Entra ID (formerly Azure Active Directory), including user accounts, security groups, dynamic groups, licensing, and authentication.
• Troubleshoot Microsoft 365 synchronization, authentication, access, and licensing issues, including multifactor authentication deployment and enforcement.
• Administer Microsoft Intune for Windows, macOS, iOS, and Android, including compliance policies, configuration profiles, application deployments, and device restrictions.
• Monitor device compliance and remediate noncompliant systems, with support for Windows Autopilot and endpoint lifecycle management.
• Support endpoint security solutions including Microsoft Defender and Arctic Wolf, investigating security alerts and partnering with security teams to remediate threats.
• Support vulnerability remediation, endpoint hardening, cybersecurity best practices, and monitoring of risky users, quarantined emails, and identity-protection alerts.
• Assist with security audits and compliance initiatives, including maintaining and improving Microsoft Secure Score and Microsoft Compliance Score.
• Support Meraki networking infrastructure (switches, wireless access points, firewalls, security appliances), including monitoring performance, coordinating with vendors, and assisting with deployments, structured cabling, and upgrades.
• Administer Group Policy, file shares, and print services; manage user provisioning, permissions, and access controls.
• Assist with disaster-recovery and business-continuity planning, participate in technology refreshes and new-site deployments, and maintain accurate IT asset inventory records.
• Provide after-hours support for critical incidents or scheduled maintenance when required.

What you bring

• Associate’s or bachelor’s degree in Information Technology, Computer Science, or a related field (preferred).
• Three to five years supporting enterprise IT environments.
• Experience supporting Microsoft 365, Microsoft Entra ID, and Microsoft Intune.
• Experience with Meraki networking or a comparable enterprise networking platform.
• Familiarity with Microsoft Secure Score, Microsoft Compliance Manager, and cybersecurity best practices.
• Experience with endpoint security platforms such as Microsoft Defender, Arctic Wolf, SentinelOne, or comparable solutions.
• Strong understanding of TCP/IP networking, DNS, DHCP, VPNs, and wireless technologies.
• Experience working with ticketing systems and IT Service Management processes.
• Working knowledge of PowerShell scripting (preferred).
• Excellent analytical, troubleshooting, organizational, and communication skills.
• Ability to prioritize multiple responsibilities while maintaining a high level of customer service.
• Ability to work independently and collaborate effectively within a team.
• Ability to travel to other Gersh Academy locations in New York as needed.

Tools and platforms you’ll work with

• Microsoft 365: Exchange Online, Microsoft Teams, SharePoint, OneDrive
• Microsoft Entra ID (Azure Active Directory), Microsoft Intune, Windows Autopilot
• Microsoft Secure Score, Microsoft Compliance Manager, Microsoft Defender, Microsoft Compliance Score
• Endpoint/security: Arctic Wolf, SentinelOne, Microsoft endpoint security solutions
• Networking: Meraki, TCP/IP, DNS, DHCP, VPNs, structured cabling
• Other: Group Policy, file shares, print services, PowerShell, Microsoft 365 synchronization, multifactor authentication, CPI (therapeutic holds) procedures

Preferred certifications

• Microsoft Certified: Endpoint Administrator Associate
• Microsoft 365 Certified: Administrator Associate
• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• ITIL Foundation Certification
• Meraki ECMS Fundamentals

Physical requirements

• Must be able to help keep students safe from themselves and others, and may need to implement CPI (therapeutic holds) procedures.
• Must be able to remove oneself from potentially harmful situations and, in some cases, lift a child.
• Ability to stand, walk, bend, kneel, and move throughout the workday.
• Ability to lift (at least 50-65 pounds), assist, and/or physically support students, which may include lifting or guiding students of varying sizes.
• Ability to physically intervene when required to ensure safety (per CPI training).
• Ability to remove oneself and/or others from unsafe situations quickly.
• Ability to maintain attention and focus in a dynamic, high-stimulation environment.
• Ability to multi-task, shift priorities quickly, and exercise sound judgment in high-pressure or safety-sensitive situations.
• Ability to work effectively as part of a team and maintain professional relationships.
• Ability to perform duties under stress, including during behavioral escalations.