Senior IT Support Specialist(L2 Support)
Title: Senior IT Support Specialist (NA) Visa: USC & GC Client: ConfidentialLocation: Remote → Onsite (Port Washington, WI) Type: Contract-to-Hire (6 months → conversion based on performance)OverviewWe are hiring a highly capable IT Support Specialist to serve as a key IT presence for the region. This is not a traditional helpdesk role — it requires strong ownership, technical depth, and the ability to operate independently in a fast-paced environment.You will be responsible for both delivering day-to-day IT support and improving how IT services are delivered. This role is best suited for someone who takes initiative, solves problems end-to-end, and continuously looks for ways to improve systems and processes.Key Responsibilities:End-to-End IT Support Ownership● Own and resolve 1st and 2nd line IT issues across hardware, software, and networking● Act as the primary IT point of contact for the regional office● Manage incidents and service requests through to resolution with accountability and clear communicationOperational Excellence & Continuous Improvement● Identify recurring issues and implement long-term fixes to reduce ticket volume● Improve onboarding and offboarding workflows through standardization and automation● Maintain structured and up-to-date documentation for systems and processesUser & Device Lifecycle Management● Provision and deprovision users across Active Directory, Entra ID (Azure AD), and Office 365● Configure, deploy, and support Windows and macOS devices● Manage device policies and compliance using Intune and/or JamfCross-Functional Collaboration● Partner with HR and internal teams to ensure seamless onboarding experiences● Collaborate with global IT teams on escalations and standardization efforts● Support executives and senior stakeholders with professionalism and urgencyOnsite IT & Infrastructure Support● Support conferencing systems and office IT infrastructure● Assist with IT setup for new or expanding sites (device deployment, vendor coordination)● Troubleshoot basic networking and connectivity issues within office environmentsWhat Success Looks Like (First 6 Months)● Independently resolves the majority of IT issues with minimal escalation● Reduces recurring tickets by addressing root causes● Improves onboarding efficiency and consistency● Establishes strong trust with regional stakeholders● Brings structure, documentation, and clarity to IT processesRequired Experience● 5+ years of IT support experience in a professional or enterprise environment● Strong hands-on experience with:○ Active Directory / Entra ID (Azure AD)○ Office 365 (Exchange, Teams, SharePoint)○ Endpoint management tools (Intune, Jamf, or similar)● Experience supporting both remote and on-site users independently● Experience with ITSM tools (ServiceNow, ManageEngine, or similar)● Strong troubleshooting across hardware, Windows/macOS, and basic networking● Familiarity with ITIL-based support environmentsPreferred Experience● Experience in high-availability or infrastructure-heavy environments● Exposure to multi-site or distributed office support● Experience supporting executive-level stakeholders● ITIL certificationWhat We’re Looking For● Strong ownership mindset — takes responsibility and follows through● Proactive problem-solving — addresses root causes, not just symptoms● Ability to operate independently with minimal oversight● Clear and effective communication across all levels● High accountability, responsiveness, and attention to detailCompensation & Benefits● Competitive compensation aligned to experience and market● Conversion to full-time includes full benefits packageRole Structure● Contract-to-Hire (C2H): 6-month contract with clear path to full-time conversion● Conversion Criteria: Performance, ownership, process improvement, and stakeholder feedback● Work Model:○ Start remote○ Transition to full-time onsite (5 days/week)● Travel: ~5–10% as needed