[Hiring] IT Support Specialist II @COG Research Foundation, LLC

Role Description

The IT Support Specialist II is responsible for delivering exceptional technical support and customer service. As a member of the IT Operations team, this position serves as the primary point of contact for end-user technology support, independently resolving the majority of end-user technical issues while enabling a secure, reliable, and productive digital workplace.

• This position supports Microsoft 365 services, managed endpoint technologies, identity and access management, cloud-based business applications, collaboration platforms, and virtual desktop environments.
• Working closely with other members of IT Operations, the IT Support Specialist II maintains technology standards, improves the user experience, and escalates specialized infrastructure, networking, systems administration, and cybersecurity issues when appropriate.
• This is a non-exempt and full-time position (40 hours per week).
• The COG Research Foundation, LLC is a 100% remote employer, though some travel may be required. Employee must reside within the United States.
• Full pay range for this position: $31.03 – $44.43 per hour. The typical hiring range for this position is from $31.03 (minimum) to $37.73 (midpoint) per hour.

Qualifications

• Five (5) years of progressively responsible experience providing technical support for Microsoft Windows endpoint operating systems and supporting Microsoft 365 applications and services.
• Associate degree in Information Technology, Computer Science, Information Systems, or a related field; or substitute with two (2) additional years of directly related professional experience.
• Demonstrated experience independently diagnosing and resolving a broad range of end-user technology issues.
• Strong working knowledge of Microsoft 365 applications and services, including Outlook, Teams, SharePoint Online, OneDrive, and Microsoft 365 Apps.
• Excellent customer service, interpersonal, verbal, and written communication skills.

Requirements

• Proficiency with IT service management (ITSM) or helpdesk ticketing platforms.
• Successful history of supporting a fully remote workforce through remote administration tools, collaboration technologies, and secure remote access solutions.
• Working knowledge of Microsoft Entra ID, Microsoft Intune, identity management, multifactor authentication, and endpoint management principles.
• Experience supporting and troubleshooting endpoint technologies, including laptops, virtual desktop environments, mobile devices, peripheral devices, software deployment, and endpoint lifecycle management.
• Ability to work independently while recognizing when collaboration or escalation is appropriate.

Benefits

• Comprehensive benefit options include medical, dental, vision, 401(k), accrued Paid Time Off (PTO), Employee Assistance Program (EAP), Flexible Spending Account (FSA), cell phone and internet stipends, wellness stipend, paid holidays, and more.
• Employees who work 20 hours or more per week are eligible for these benefit options.