IT Support Specialist II
About the Role<\/span><\/b>
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Piccone IT Consulting is looking for a hands\-on IT Support Specialist II to support and maintain the technology environments of our growing client base. This is an on\-site, hands\-on technical role based out of our Shrewsbury, PA office, with regular travel to local client sites: you'll resolve escalated support tickets, help administer and maintain client infrastructure (servers, networks, cloud, endpoints), and assist on technology projects and migrations under the guidance of our senior team.
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You'll be the escalation point for our Tier 1 team and a trusted technical contact for clients. Success in this role means quickly diagnosing common\-to\-complex issues, communicating clearly with non\-technical users, and keeping environments secure, stable, and well\-documented.
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This is a great fit for someone with a solid support foundation who wants to deepen their systems and cloud skills \u2014 with real room to grow toward senior administrator and engineer roles as you take on more.
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Key Responsibilities<\/span><\/b>
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Support & Escalation<\/b>
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- Serve as the Tier 2 escalation point for tickets that exceed Tier 1 scope, troubleshooting hardware, software, network, and cloud issues to resolution.
<\/span><\/li>- Respond to and resolve service requests and incidents within defined SLAs, keeping ticket documentation accurate and current in the PSA/ticketing system.
<\/span><\/li>- Provide on\-site and remote support from our Shrewsbury office and at client locations across the region.
<\/span><\/li>- Mentor and assist Tier 1 technicians, sharing knowledge and helping them grow.
<\/span><\/li>- Participate in the on\-call rotation, providing after\-hours support coverage on a scheduled basis.
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<\/div>Systems & Cloud Administration<\/b>
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<\/div>- Perform day\-to\-day Microsoft 365 and Entra ID (Azure AD) administration: user/license management, mailboxes, security groups, MFA, and SharePoint/Teams/OneDrive support.
<\/span><\/li>- Help manage and maintain Windows Server environments, Active Directory, Group Policy, DNS, DHCP, and file/print services.
<\/span><\/li>- Handle endpoint management, patching, and antivirus/EDR through RMM tooling; monitor alerts and respond proactively.
<\/span><\/li>- Support and verify backup and disaster recovery solutions; participate in restore testing.
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<\/div>Networking & Security<\/b>
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<\/div>- Configure and troubleshoot firewalls, switches, wireless, VPNs, and basic routing across client sites.
<\/span><\/li>- Apply security best practices and help clients meet baseline compliance requirements (e.g., MFA enforcement, patching, access reviews).
<\/span><\/li>- Identify and escalate security concerns; assist with incident response as needed.
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<\/div>Projects & Growth<\/b>
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<\/div>- Assist senior staff on client projects such as Microsoft 365 onboarding, server upgrades, new\-site deployments, and cloud migrations \u2014 gaining hands\-on exposure to engineering work.
<\/span><\/li>- Document network diagrams, standard operating procedures, and client environment details.
<\/span><\/li>- Suggest improvements to client environments and internal processes.
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<\/div><\/span>Requirements<\/h3>
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<\/div>Required Qualifications<\/b>
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<\/div>- 2\u20133 years of IT support experience, including some Tier 2 / escalation or systems administration exposure (MSP/consulting experience a plus).
<\/span><\/li>- Working knowledge of Microsoft 365 administration and Windows Server / Active Directory.
<\/span><\/li>- Solid networking fundamentals: TCP/IP, DNS, DHCP, VLANs, firewalls, and VPNs.
<\/span><\/li>- Familiarity with remote monitoring and management (RMM) and ticketing/PSA platforms.
<\/span><\/li>- Strong troubleshooting skills and the ability to work most issues end\-to\-end, knowing when to escalate.
<\/span><\/li>- Clear, professional written and verbal communication with both technical and non\-technical audiences.
<\/span><\/li>- Valid driver's license and reliable transportation \u2014 this role requires regular travel to client sites.
<\/span><\/li>- Able to lift and carry equipment weighing up to 30 lbs (e.g., desktops, servers, networking gear) as part of on\-site work.
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<\/div>Preferred Qualifications<\/b>
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<\/div>- Hands\-on experience with Microsoft Azure / Entra ID and cloud migrations.
<\/span><\/li>- Familiarity with common MSP tools (e.g., RMM, MDM, XDR, AV/EDR, Backup & Recovery, or similar).
<\/span><\/li>- Scripting/automation experience (PowerShell).
<\/span><\/li>- Relevant certifications such as CompTIA A+/Network+/Security+, Microsoft (MS\-900, AZ\-900, AZ\-104, MD\-102), or equivalent.
<\/span><\/li>- Exposure to compliance frameworks (HIPAA, CMMC, SOC 2, NIST, or similar).
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<\/div>Skills & Attributes<\/b>
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<\/div>- Ownership \u2014 you see problems through and follow up.
<\/span><\/li>- Customer\-first mindset \u2014 you make clients feel supported, not talked down to.
<\/span><\/li>- Calm under pressure \u2014 you prioritize well when several things break at once.
<\/span><\/li>- Team player \u2014 you share knowledge and lift up the techs around you.
<\/span><\/li>- Detail\-oriented \u2014 you document as you go.
<\/span><\/li><\/ul><\/span>Benefits<\/h3>
What We Offer
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<\/div>We know we're a smaller firm, so we compete on growth, variety, and the kind of hands\-on experience that's hard to get anywhere else:
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<\/div>- Competitive salary: Starting at $45,000/year, based on experience and certifications
<\/span><\/li>- Real career growth \u2014 a clear, supported path from Specialist II toward Systems Administrator and Engineer roles as your skills develop, with regular check\-ins on your progression.
<\/span><\/li>- Certification support \u2014 we'll help you earn credentials that matter (CompTIA, Microsoft Azure/M365), including exam
<\/span><\/li>- Mentorship from senior engineers \u2014 you'll learn directly from experienced staff on live client projects, not just tickets.
<\/span><\/li>- Genuine variety \u2014 exposure to a wide range of technologies, industries, and client environments instead of a single stack.
<\/span><\/li>- A close\-knit team where your work is visible and your ideas are heard \u2014 no getting lost in a big\-company machine.
<\/span><\/li>- Paid time off \u2014 10 days of PTO plus paid holidays.
<\/span><\/li>- Health coverage \u2014 medical, dental, and vision insurance.
<\/span><\/li>- Retirement plan to help you save for the future.
<\/span><\/li>- Continuing education reimbursement \u2014 support for courses and training that grow your skills
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<\/div><\/span> - Real career growth \u2014 a clear, supported path from Specialist II toward Systems Administrator and Engineer roles as your skills develop, with regular check\-ins on your progression.
- Customer\-first mindset \u2014 you make clients feel supported, not talked down to.
- Familiarity with common MSP tools (e.g., RMM, MDM, XDR, AV/EDR, Backup & Recovery, or similar).
- Working knowledge of Microsoft 365 administration and Windows Server / Active Directory.
- Document network diagrams, standard operating procedures, and client environment details.
- Apply security best practices and help clients meet baseline compliance requirements (e.g., MFA enforcement, patching, access reviews).
- Help manage and maintain Windows Server environments, Active Directory, Group Policy, DNS, DHCP, and file/print services.
- Respond to and resolve service requests and incidents within defined SLAs, keeping ticket documentation accurate and current in the PSA/ticketing system.