IT Support Specialist (Level 2)

Hi, We're SugarShot. We're an open rebellion against the IT grain. We do Technology. Differently. Come join us! SugarShot is an information technology company with practice areas in Cybersecurity, IT Support and Professional Services. We are growing quickly, been honored on the Inc. 5000 3 years in a row, and have excellent opportunities for great people who are looking to make a real difference in the market place. Our name is unique, because our story is unique, and so is our future. Come join us! In addition to great pay and benefits we offer a super cool, tech company environment, comprehensive health benefits, 401K. 

Job Overview  

As a Level 2 Support Specialist, you will handle more complex desktop and workstation issues directly with users in person at the local office in NYC, NY.

This position offers a hybrid work schedule, with the flexibility to work remotely as well as on-site at either the client's office or the company's office, depending on project needs. 

Key Responsibilities:

• Respond to remote and on-site support requests in a timely and professional manner. 
• Troubleshoot complex issues with laptops and workstations. 
  
• Install, configure, and upgrade PC software and operating systems. 
  
• Maintain detailed documentation of all interventions. 
  
• Be eyes, ears, and hands for network troubleshooting. 
  
• Escalate unresolved issues to Level 3 support. 
  
• Perform after-hours on-call duties, per on-call rotation schedule. 
  
• Work on-site from the Nashville office as needed. 
  
• Provide professional technical support to C-suite and executives in a fast-paced and high-pressure environment. 
  

Technical Qualifications: 

• Moderate Troubleshooting: Ability to diagnose and solve more complex hardware and software problems. 
  
• Operating Systems: In-depth knowledge of various operating systems (Windows, MacOS, Linux (bonus)). 
  
• Software and Hardware Management: Skills in managing and configuring software applications and computer hardware. 
  
• In-person Assistance: Experience with desk-side support tools and techniques. 
  
• Remote Assistance: Experience with remote desktop support tools and techniques. 
  
• Problem Management: Ability to track and prioritize issues, escalating when necessary. 
  
• Security Fundamentals: Basic understanding of cybersecurity principles and practices. 
  
• Peripheral Devices: Proficiency in configuring and troubleshooting peripheral devices like printers, scanners, etc. 
  
• Proficient in identity management tools (Okta & Entra), Jira (Confluence), Google Workspace, Jamf, Intune, & Slack 

Personal Qualifications: 

• Local to the NYC office. 
  
• Be able to lift at least 30lbs. 
  
• Must be highly detail oriented and a proven commitment to high quality workmanship. 
  
• Must have excellent, thorough, and methodical problem-solving skills. 
  
• You must be able to work with challenging personalities and always maintain a professional and positive demeanor with users. 
  
• Must have a drive and a “-ness” about you that takes pride in supporting your workstations/users. 
  
• Must be a self-starter. 
  
• Must have excellent interpersonal and English communication skills (spoken and written). 
  
• You must have a reliable mode of transportation, cell phone, high-speed internet connection, and a dedicated, distraction-free workspace to support remote work requirements. 
• A good sense of humor. 
  
• Enjoy working in a team and as an individual contributor. 

Educational Requirements: 

• Bachelor’s degree in a related field preferred 
• Basic IT certification(s) with Microsoft or CompTIA required. 
• 2 years’ experience in a helpdesk/support technician role. 

Benefits:

• Comprehensive health, dental, vision, and life insurance 
• 401K 
• Unlimited PTO
• Opportunities for continuing education and mentoring
• Fun perks like free lunches, bingo nights, and other exciting events!