IT Support Specialist II Job at England-Thims & Miller, Inc. in Jacksonville

Overview

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We are seeking an accomplished IT Support Specialist II to join our dynamic team. This role is integral to maintaining seamless IT operations across ETM, delivering exceptional support to employees, and ensuring the stability, efficiency, and security of our IT systems. Strong technical skills, initiative, leadership, and the ability to drive improvements in IT processes and support experiences. The ideal candidate is a self-starter who thrives in complex environments, demonstrates advanced troubleshooting expertise, and contributes to both daily operations and long-term IT projects.

Key Responsibilities

• Advanced Technical Support: Respond to and resolve mid- to high-level helpdesk tickets, providing expert support in hardware, software, networking, and system-related issues.
• Escalate and coordinate with senior IT staff as needed, serving as the main resource for complex troubleshooting.
• Co-Manage Service Desk systems.
• Systems Administration & Maintenance: Assist with administration of Microsoft environments (AD, DNS, GPOs, DFS, etc.), Office 365, and enterprise applications.
• Proactively monitor and maintain IT systems to ensure optimal performance and security.
• Network and Infrastructure support.
• Process & Lifecycle Management: Lead computer provisioning, lifecycle management, and IT inventory tracking, ensuring compliance with ETM standards.
• Develop and maintain documentation for IT procedures, security practices, and user-facing training materials.
• Onboarding & User Training: Oversee IT aspects of employee onboarding and training, ensuring smooth integration into ETM systems.
• Deliver technical training and mentor junior IT support staff to foster skill development.
• Project Involvement & Innovation: Partner with IT leadership to implement infrastructure upgrades, cloud initiatives (Azure/AWS), and security enhancements.
• Contribute ideas to improve IT workflows, automation, and end-user satisfaction.
• Specialized Support: Provide advanced support for remote offices, conference room technologies, and enterprise applications (Deltek Vantagepoint, ArcGIS, AutoCAD, Bentley Microstation, etc.).
• Ensure business continuity through VPN, RDP, and disaster recovery procedures.

Requirements

• Education & Credentials: Associate degree in IT, Computer Science, or related field. Certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified (MCSA/MCSE, Azure Administrator) highly valued.
• Experience: 3+ years of professional IT support experience with progressively increasing responsibilities. Strong background in managing Microsoft desktop/server environments, networking, and enterprise applications. Experience with cloud technologies (Azure, AWS) and modern security practices (MFA, VPN, endpoint protection).
• Skills: Advanced troubleshooting, diagnostic, and problem-solving abilities. Excellent communication skills. Ability to manage priorities, adapt to changing demands, and work independently or as part of a team.

What You'll Need To Be Successful

• End-user experience focus and customer satisfaction mindset.
• Ability to understand challenges facing employees in the field and proactively address IT needs.
• Experience with hardware, networks, operating systems, and storage solutions.
• Deep experience with recent Microsoft desktop and server operating systems.
• Application support experience with Microsoft Office.
• Basic infrastructure knowledge (TCP/UDP, routers/switches, etc.).
• Microsoft Windows 10/11 and Windows Server 2016/2019/2022.
• Web browsers (Edge, Chrome, Firefox); Cisco Meraki; Office 365 (Teams, Exchange Online, SharePoint Online).
• Active Directory, DNS, DHCP, Group Policy, RADIUS; Cisco Duo MFA.
• Deltek Vantagepoint; Microsoft Visio; IIS; mobile devices (Android/iOS).
• VPN, RDP, video/audio conferencing (Teams/MTR); Azure/AWS; ArcGIS/ESRI; AutoCAD; Bentley/MicroStation.

What We Offer

We recognize and reward hard work, offer a competitive salary, full benefits package, and a potential performance-based bonus. England-Thims & Miller, Inc. has a long-standing history of client-focused, best-in-class services with opportunities for professional and personal development.

ETM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.