System Support Specialist II

Position Summary We are seeking a hands-on Systems Support Specialist II to support day-to-day IT operations across a cloud-first environment. This role is focused on end-user support, device management, and maintaining reliable system performance across the organization. This is an ideal opportunity for an early-career IT professional who is eager to learn and grow. The role offers exposure to systems administration, networking, security, and business applications, including ERP and warehouse systems. Success in this position requires curiosity, strong problem-solving skills, and the ability to leverage modern tools—including AI—to work efficiently and continuously improve processes. Key Responsibilities End User Support & Operations Configure, deploy, and support PCs, laptops, handheld scanners, and peripherals Troubleshoot hardware, software, printer, and connectivity issues Provide support for Microsoft 365 including user accounts, licensing, and access management Assist with onboarding and offboarding processes, including account setup and equipment provisioning Support and maintain WiFi, printers, and general office IT systems Administer and support RingCentral phone system (user setup, call flows, devices) Respond to and prioritize support requests, ensuring timely and effective resolution Systems & Infrastructure Support Assist with Active Directory user and group management Support basic networking functions (TCP/IP, DNS, DHCP, VPN concepts) Monitor system health, backups, and endpoint performance Assist with patching, updates, and endpoint maintenance Support a cloud-first infrastructure with a focus on Microsoft 365 and Azure environments Assist with firewall and wireless network configurations (including Cisco environments as applicable) Security & Compliance Support security awareness programs (e.g., KnowBe4 or similar platforms) Assist with endpoint security, MFA, and access controls Help monitor and respond to alerts from security tools (e.g., Darktrace or similar platforms) Maintain adherence to IT security policies and best practices Business Systems & Operational Support Support warehouse technology, including handheld devices and WMS systems Gain exposure to and assist with NetSuite and other business applications Assist with reporting, data validation, and Excel-based operational tasks Support system integrations and process improvements where applicable Process Improvement & Documentation Document recurring issues, solutions, and standard procedures Contribute to internal knowledge base and user documentation Identify opportunities to improve workflows, support processes, and system reliability Leverage AI tools and modern platforms to troubleshoot, automate, and enhance efficiency Vendor & Cross-Functional Coordination Coordinate with external vendors (hardware, software, ISP, and service providers) as needed Partner with internal stakeholders to support business operations and technology needs Escalate issues appropriately and follow through to resolution Cross-Functional Systems & Business Support

• Provide Level 1 support for ERP, ecommerce, and general business applications
• Assist with Shopify and related app troubleshooting and user support
• Troubleshoot application and system issues for users across multiple departments
• Assist with documentation, testing, process improvements, and cross-functional projects Qualifications Required 1-3 years of IT support, help desk, or related experience Strong troubleshooting skills across hardware, software, and basic networking Working knowledge of Windows operating systems and Microsoft 365 Basic understanding of Active Directory and user account management Strong organizational and time management skills Ability to work both independently and collaboratively Preferred Exposure to Cisco networking or firewall technologies Experience with MDM or endpoint management tools Familiarity with Azure or other cloud platforms Experience with ERP/WMS systems (e.

g., NetSuite) Experience with security tools or awareness platforms Strong Excel skills Work Environment & Expectations On-site role, 5 days per week. Moving between two buildings 30 mins apart as needed for support. Occasional after-hours or weekend support as needed Participation in on-call rotation Ability to lift and move IT equipment (up to approximately 25 pounds) Work performed in office, warehouse, and technical environments Additional Attributes for Success Curiosity and willingness to learn new systems and technologies Proactive mindset with a focus on continuous improvement Strong communication skills and ability to support non-technical users Ability to leverage modern tools, including AI, to solve problems effectively and efficiently

Pay:

$55,000.00 - $65,000.00 per year

Benefits:

401(k) Dental insurance Employee assistance program Employee discount Health insurance Health savings account Paid time off Vision insurance

Work Location:

In person