IT Support Specialist (Level 2)

The primary role and responsibility of this position is serving as a senior technical resource and escalation point within the IT team, delivering advanced user support and administering Microsoft Windows & 365 environments across our Newport, RI and New Bedford, MA offices within an ITIL/ITSM-driven service model. Occasional (monthly) travel to Providence, RI may be required as well as remotely supporting other offices. Key Responsibilities Serve as the escalation point for Level 1 tickets, resolving complex technical issues while maintaining SLA targets and minimizing end-user disruption. Mentor and guide Level 1 technicians, providing coaching, knowledge transfer, and quality review of ticket documentation and resolutions. Document all tickets with thorough notes, root cause analysis, resolution steps, and user communication; contribute to and maintain the internal knowledge base. Provide remote and onsite user support across Newport, RI and New Bedford, MA offices, with occasional travel to Providence, RI, delivering consistent white-glove service at all locations. Administer, troubleshoot, and optimize Windows, Office, and Microsoft 365 environments, including advanced configuration, policy management, and integrations. Lead computer deployments, imaging, and configuration, and perform advanced hardware/software diagnostics and repairs. Perform quality checks and enforce standards at every step with a high attention to detail; identify process improvement opportunities and bring forward recommendations. Administer user accounts, groups, permissions, and security policies across Active Directory, Azure AD/Entra ID, and Microsoft 365. Support and manage VOIP systems and mobile device management (MDM) platforms for iOS and Android. Maintain and audit hardware/software asset inventory; assist with procurement and lifecycle management. Participate in an after-hours on-call rotation and travel between Newport, RI and New Bedford, MA on a regular basis, with occasional travel to Providence, RI. Assist with infrastructure projects including network maintenance, enterprise support, and systems upgrades under the direction of senior engineering staff. Work with urgency, priority, and a sense of pride; proactively identify and resolve issues before they impact end users. Maintain a strong understanding of the organization's mission and the priorities of others, aligning IT support with business objectives. Required 5+ years of Service Desk or IT Support experience, with at least 2 years in a senior or escalation-level role (must have). Demonstrated ability to resolve complex, multi-system issues independently and serve as a reliable escalation resource for junior staff. Deep, hands-on expertise administering Microsoft 365 environments as a full administrator with no knowledge gaps, including Exchange Online, Teams, SharePoint, Intune, Autopilot, and Entra ID. Strong working knowledge of Active Directory, Group Policy, DNS, DHCP, and core networking concepts (TCP/IP, VLANs, etc.) to troubleshoot and remediate network issues. Strict adherence to

ITIL/ITSM

best practices, with a consistent record of SLA compliance and thorough ticket ownership. Grounded understanding and experience in security-first principles and best practices. Excellent documentation, communication, and customer service skills; comfortable interfacing with end users of all technical levels as well as senior business or attorney leadership. Valid driver's license and reliable, personally financed transportation, required for travel between Newport, RI, New Bedford, MA, and occasional (monthly) trips to Providence, RI. Preferred Current and relevant certifications such as Microsoft 365 (MS-900, MS-102), CompTIA Network+, Security+, or equivalent. Experience with endpoint management platforms such as Microsoft Intune, SCCM, or similar MDM/UEM solutions. Familiarity with basic network infrastructure support (managed switches, firewalls, wireless access points). Experience with NetDocuments or other legal-industry cloud document management platforms. Prior experience supporting multi-site environments or working across geographically distributed offices.

Pay:

$80,000.00 - $100,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Flexible spending account Health insurance Life insurance Paid time off Vision insurance Application Question(s): Do you have 5 years of Service Desk or IT Support experience, with at least 2 years in a senior or escalation-level role Ability to

Commute:

Newport, RI 02840 (Required)

Work Location:

In person