L2 IT Support Specialist - Orlando - Alliance of Professionals & Consultants, Inc. (APC)

    Alliance of Professionals & Consultants, Inc. (APC)
    Alliance of Professionals & Consultants, Inc. (APC) Orlando

    1 day ago

    Construction / Facilities
    Description

    Job Title: L2 IT Support Specialist

    Type: Direct Hire

    Work Location: Orlando FL, Mon-Fri 8am -5pm. Travel is day per week to Tampa, Zephyrhills and Lakeland for 6 months and then transition to bi-weekly

    Job Overview:

    The L2 IT Support Specialist is essential to providing timely, skilled, and professional technology support across all locations. Serving as a primary contact for Tier 2 issues, this role ensures endpoints, applications, and access systems remain operational, secure, and aligned with standards. It's a hands-on, customer-facing position suited for someone who excels at problem-solving, values thorough documentation, and is dedicated to delivering a smooth, reliable support experience for every user.

    Essential Job Responsibilities:

    Technical Support & Troubleshooting

    • Resolve Tier 2 technical issues across hardware, software, and Microsoft 365 tools (Outlook, Teams, SharePoint, etc.).
    • Troubleshoot and resolve access, performance, and device-related issues across Windows laptops, desktops, and mobile devices.
    • Configure, deploy, and manage user devices in alignment with Intune policies, security standards, and asset tracking procedures
    • Provide on-site support for the assigned primary location and deliver remote support for all other locations, with occasional travel for projects, rollouts, or escalations.

    User Onboarding & Access Management

    • Execute onboarding/offboarding processes: user accounts, hardware setup, mailbox access, and permissions.
    • Manage Entra ID (Azure AD) group memberships and access to Teams, SharePoint, and other systems.
    • Ensure all tasks are completed accurately and documented in the knowledge base.
    • Leverage automation and standardized checklists to ensure consistent, compliant onboarding and offboarding.

    Collaboration & Escalation

    • Escalate advanced issues to the IT leadership or MSP with full context and documented steps taken.
    • Partner with vendors to identify, implement, and support effective solutions.
    • Support small IT initiatives such as office tech refreshes, moves, and rollout efforts.
    • Collaborate with fellow IT team members, regional IT leads, and MSP partners to deliver seamless service and maintain a unified technology experience across all regions.

    Security & Compliance

    • Apply device and access policies through tools such as Intune and Microsoft Defender.
    • Monitor endpoint compliance and remediate issues like outdated patches or encryption gaps.
    • Assist in cybersecurity awareness campaigns, phishing simulations, and training programs.
    • Promptly report and remediate any security incidents in line with IT incident response procedures.

    Documentation & Process Discipline

    • Maintain detailed records in the ITSM platform (e.g., Freshservice), including tickets, fixes, asset inventory, and support notes.
    • Contribute to internal SOPs and knowledge base documentation.
    • Identify recurring problems and propose solutions to reduce ticket volume and manual effort.

    Required Skills & Experience:

    • Associate or Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).
    • 4-5 years of experience in an IT support or helpdesk role, preferably in a multi-site or field-based organization

    TECHNICAL SKILLS:

    • Strong working knowledge of Microsoft 365, Windows 10/11, and basic networking.
    • Experience with tools like Intune, Entra ID, Microsoft Defender, and endpoint imaging is a plus.
    • Familiarity with IT ticketing systems and asset management practices.

    SOFT SKILLS:

    • Strong communicator who provides clear updates, avoids technical jargon, and ensures follow-through.
    • Self-motivated and organized, able to prioritize and meet deadlines.
    • Problem-solver who investigates thoroughly, learns from each case, and documents resolutions.
    • Customer-focused mindset with a desire to support and elevate the user experience.
    • Demonstrates the values by fostering trust, consistency, and collaboration across all locations.

    WHAT SUCCESS LOOKS LIKE:

    • Support issues are resolved efficiently, communicated clearly, and logged accurately.
    • New hires are equipped and ready to go on Day One, with the right tools, access, and support.
    • Devices across the organization remain secure and compliant.
    • Employees view IT as a reliable, consistent partner that enables their success.
    • Maintain 90%+ end-user satisfaction rating.
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