IT Support Specialist Level 2/3

IT Support Specialist (Level 2/3) Salary Based on Experience and Qualifications Position Overview ISOFlex Packaging is seeking a skilled and customer-focused IT Support Specialist (Level 2/3) to join our small, collaborative IT team. This role is primarily focused on end-user support, providing day-to-day assistance to nearly 500 users across the organization.

Approximate role breakdown:

75% end-user support / helpdesk; 25% projects and systems support Key Responsibilities Provide Level 2/3 technical support to end users through tickets, phone, and in-person assistance Troubleshoot and resolve hardware, software, and system issues efficiently and professionally Support Windows workstations, laptops, printers, and common business applications Handle escalated helpdesk tickets and assist with more complex user issues Manage user accounts, permissions, and access across systems Support employee onboarding and offboarding (accounts, equipment, access) Document solutions, procedures, and common fixes for internal knowledge sharing Collaborate closely with other IT team members to resolve issues and improve support processes Participate in IT projects designed to enhance reliability, security, and user experience Assist with basic systems, server, and networking tasks as part of a team-based environment Qualifications 3-7 years of experience in IT support, service desk, or helpdesk roles (Level 2/3) Strong troubleshooting skills in a Windows-based environment Experience supporting a medium-to-large user base Working knowledge of Active Directory and user access management Ability to communicate clearly with technical and non-technical users Preferred / Nice to

Have:

Experience with Microsoft 365 Exposure to servers or virtualization IT certifications (CompTIA A+, Network+, Microsoft, etc.) Who Will Succeed in This Role The ideal candidate for this role is someone who: Genuinely enjoys helping users and takes pride in resolving issues end-to-end Is comfortable spending most of their time on support and ticket-based work, while still appreciating occasional project involvement Thrives in a team-oriented environment where collaboration and knowledge sharing are expected Communicates clearly, patiently, and professionally with non-technical users Stays organized, follows processes, and values good documentation Is curious and motivated to continue learning, but understands that strong day-to-day support is the top priority This role is well-suited for a Level 2/3 support professional who wants stability, meaningful user interaction, and steady technical growth-without being isolated or siloed as a sole IT administrator.