IT Helpdesk Support Specialist II

This position is located in the office at Reno, NV, 89509.

Required hours are Monday to Friday 8am to 4.30pm

Please fully complete the application to be considered.

Technical Role Summary

This role provides frontline and technical support for PBS infrastructure, end-user computing, and business applications. The IT Support / Application Support Specialist is responsible for independently resolving a high percentage of incidents while strictly following documented procedures, security controls, and escalation paths. The role serves as the technical intake point between users and Tier 2/3 teams, ensuring issues are accurately diagnosed, reproducible, and fully documented prior to escalation.

Core Technical Responsibilities

• Serve as primary intake for IT incidents and service requests via phone, email, and ticketing system
• Perform structured troubleshooting using documented workflows and root-cause isolation techniques
• Resolve Windows OS issues including profile corruption, OS configuration, patching, and driver-related problems
• Support endpoint hardware (desktops, laptops, printers, scanners, peripherals) including break/fix replacement
• Administer Active Directory objects (users, groups) following least-privilege standards
• Create, modify, disable, and audit Microsoft 365 user accounts, mailboxes, licenses, and group memberships
• Troubleshoot Microsoft 365 services (Outlook connectivity, Teams issues, OneDrive sync, SharePoint access)
• Perform basic network diagnostics (IP configuration, DNS resolution, gateway reachability, latency symptoms)
• Use RDP and approved remote support tools for endpoint and application troubleshooting
• Deploy and image workstations using standard build procedures and deployment tools
• Install, update, and license approved software packages
• Maintain accurate CMDB/asset records and ticket documentation
• Identify recurring incidents and potential systemic issues and escalate with supporting evidence
• Execute limited, predefined SQL tasks (read-only queries or controlled updates) in approved environments only

Imagine Application Support Responsibilities

• Serve as initial technical contact for Imagine application incidents and service requests
• Differentiate between user workflow errors, configuration/data issues, and system-level problems
• Apply documented fixes and known workarounds for common Imagine issues
• Collect detailed diagnostics (logs, screenshots, timestamps, reproduction steps, user context)
• Escalate to Tier 2/3 internal teams or vendor support per established escalation procedures
• Track escalations and communicate status updates to stakeholders

Required Technical Experience

• 5+ years of hands-on IT support or application support experience
• Advanced Windows OS administration and troubleshooting skills
• Strong experience with Active Directory and access management
• Enterprise Microsoft 365 administration and support experience
• Experience working in structured, ticket-driven support environments
• Strong understanding of escalation thresholds and operational boundaries

Preferred Technical Skills

• Experience supporting small to mid-sized enterprise networks
• Working knowledge of TCP/IP, DNS, DHCP, and client-server architecture
• Read-only or controlled SQL experience
• Familiarity with ITIL incident and problem management practices
• A+, Microsoft, or equivalent technical certifications