IT Specialist Helpdesk II

The IT Specialist II provides advanced technical support, system administration, and endpoint management across Bizzell’s enterprise and federal contract environments. This role handles initial and escalated incidents, administers Microsoft 365 and Entra ID services, supports cloud and endpoint security, and ensures compliance with organizational and contract-specific standards. This specialist has the ability to solve complex issues and contributes to improving IT systems, automation, and security posture.

Scope of Work: The Specialist will perform the following services:

1. Helpdesk Support Services:
   • Act as the initial point of contact for users seeking technical assistance via phone, chat, email, or in person.
   • Provide first and second-level technical support for customer queries related to computer hardware, software, and systems.
   • Collect customer data to identify the nature of the request and determine the best resolution.
   • Log all service calls into the help desk call tracking system and ensure all tickets are monitored, distributed, and resolved in a timely fashion.
2. Advanced Technical Support & Troubleshooting:
   • Resolve escalated L2 incidents related to Windows, macOS, mobile devices, VPN, MFA, conditional access, and other tools.
   • Escalate unresolved queries to a higher level of support and follow up with end users to provide feedback and resolution updates.
   • Perform root cause analysis of recurring issues and develop long-term solutions.
   • Provide guidance and coaching to Tier I staff when needed.
   • Ability to lead technical onboarding training
3. Microsoft 365/Entra ID Administration & Endpoint Management:
   • Manage and troubleshoot issues involving:
     1. Entra ID users, groups, and conditional access
     2. M365 policies and configurations
     3. Permissions
   • Assist with enforcing compliant identity and device policies
   • Enroll, configure, and secure devices via Intune
   • Deploy applications, compliance policies, and configuration profiles.
   • Assist with device lifecycle management: provisioning, imaging, encryption, and retirement.
4. Security & Compliance:
   • Implement and maintain endpoint security controls, including Defender, Huntress, MFA, and secure baseline policies.
   • Help maintain asset tracking, patch compliance, and zero-trust policies.
5. Systems Support & Administration
   • Support backend systems and cloud services as assigned (Azure, Intune, Defender, device policies).
   • Perform routine maintenance and updates on workstations, printers, and network-connected devices.
   • Document configurations, troubleshooting steps, and internal SOPs.
6. Automation, Scripting, & Process Optimization
   • Write/maintain small PowerShell/Python scripts for automation or data handling.
   • Recommend improvements for workflows, ticket routing, and system management.