IT Support Specialist II

IT Support Specialist II

Responsible for providing expert-level technical support and maintaining the company's hardware, software, and enterprise systems, including workstations, mobile devices, peripherals, printers, and core applications. Lead and contribute to projects that enhance, secure, and support the IT infrastructure, user support systems, and security protocols. Serve as a key contact for resolving complex technical issues, managing incidents through the IT Service Management (ITSM) system, and ensuring timely resolution for both onsite and remote users. Leverage advanced tools such as Microsoft Power Platform, Copilot, and generative AI to streamline workflows and drive operational efficiency. Mentor junior team members, contribute to knowledge base development, and collaborate on strategic IT initiatives that support continuous improvement.

Job Duties:

1. Provide advanced end-user technical support to all onsite and remote associates via remote support tools, phone, or in person
2. Triage, prioritize, communicate, document, escalate, and resolve all assigned incidents through the IT Service Management (ITSM) system
3. Independently troubleshoot complex end-user technical issues and escalate when necessary, ensuring adherence to defined SLAs and escalation procedures
4. Collaborate with the Terumo security team to investigate incidents and take appropriate action following established security workflows
5. Set up and configure new Windows desktops/laptops and mobile devices for new hires, including data migration and upgrades.
6. Support and troubleshoot video and audio-conferencing systems
7. Assist in on-boarding and provide training and knowledge transfer of IT processes and procedures to new associates and less experienced team members
8. Troubleshoot hardware issues involving workstations, mobile devices, network hardware, and peripheral devices (printers, monitors, keyboards, etc.)
9. Perform high-level desktop and software issue resolution; identify recurring issues and help determine root causes
10. Document resolutions and contribute to the IT knowledge base by creating job aids, how-to guides, and instructional materials
11. Follow all company and IT policies and procedures related to incident handling, change management, and documentation
12. Participate in departmental meetings, cross-functional initiatives, and projects assigned by IT management
13. Troubleshoot initial LAN, WAN, Wi-Fi, and VPN connectivity issues for remote and onsite users; escalate network-related problems as needed
14. Maintain strong expertise in Microsoft 365 applications (Outlook, Word, Excel, OneDrive, SharePoint, Teams), Adobe Creative Cloud, Acrobat, and Apple iOS with the ability to guide users and resolve advanced issues
15. Independently utilize Microsoft Power Platform tools (PowerApps, Power Automate, Power BI) to design and implement workflow automation and generate actionable reports; evaluate new platform features and recommend enhancements
16. Apply generative AI and automation tools to improve IT support processes, develop reporting solutions, and proactively identify and implement opportunities for operational efficiency
17. Train end-users in the use of Windows operating systems, Microsoft 365 apps, Adobe products, and Apple devices as needed
18. Demonstrate working knowledge of authentication systems (SSO, MFA), Windows server environments, Active Directory, and client/server infrastructure
19. Comply with applicable Laws and Regulations, adhere to Quality Management System processes and requirements as well as demonstrate Ethics and Integrity in all matters and at all levels throughout the organization
20. Perform other duties and responsibilities as assigned

Location: Aliso Viejo, California, USA

Department: 105-Information Technology

Qualifications:

Required Qualifications:

• Associate or bachelor's degree in Computer Science, Information Systems, or a closely related field
• Minimum of six (6) years of experience in an IT help desk or support role within a medium to large-scale corporate IT infrastructure
• Demonstrated expertise in supporting and troubleshooting Microsoft technologies, including Windows 11, Microsoft 365, Active Directory, Group Policy, Azure, and Exchange Online
• Proficiency in hardware support for desktops, laptops, tablets, and mobile devices, as well as core networking concepts (OSI model, DNS, DHCP, VPN, Wi-Fi)
• Strong understanding of IT security practices, including antivirus tools, multifactor authentication (MFA), and single sign-on (SSO)
• Excellent written and verbal communication skills, with the ability to interact effectively with both technical and non-technical users

Desired Qualifications:

• Strong technical knowledge and hands-on experience with Microsoft technologies, including Windows OS, Microsoft 365, and Azure, as well as computer hardware, mobile devices, and basic networking concepts
• Strong ability to follow established procedures, multitask effectively, and prioritize work in a dynamic environment
• Excellent time management skills with the ability to efficiently process and prioritize multiple incidents and service requests
• High attention to detail with the ability to work independently or as part of a team
• Experience working in a regulated environment, preferably in medical device manufacturing or a similar industry
• Demonstrated experience using generative AI tools to enhance IT workflows and reporting, with a strong understanding of their capabilities and limitations
• Proven ability to evaluate and adopt emerging technologies, including automation and AI tools, to improve efficiency and support IT process innovation
• Experience using endpoint management and remote support tools such as SCCM (System Center Configuration Manager) and TeamViewer
• Microsoft or CompTIA certifications preferred

Physical:

• Extended periods of computer use and screen exposure
• Extended periods of sitting, standing, walking, and speaking
• Moderate lifting and moving equipment or materials, up to 50 lbs.

Posting Country: US - United States

Salary Range: $37.15 - $41.16/hr Financial compensation packages may be higher/lower than what is listed, & will ultimately depend on factors including relevant experience, internal equity, skillset, knowledge, geography, education, business needs and market demand. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, disability, religion, national origin, gender, gender identity, gender expression, marital status, sexual orientation, age, protected veteran status, or any other characteristic protected by law.