Site Support Specialist II - CAES

Job Title: Site Support Specialist II
Openings: 1
Department: IT Service Delivery – West Coast End-User Support
Travel: Up to 10%
 

Position Overview

We are looking for a Site Support Specialist II to provide day-to-day technical support to employees in a corporate environment. This person will serve as the primary contact for Tier 1 support requests, troubleshoot hardware and software issues, set up workstations, and help keep users connected and productive.

The position requires hands-on experience supporting Windows computers, Active Directory, corporate networks, workstation imaging, and IT asset management.

Key Responsibilities

• Bachelor's Degree in IT or 4 years of experience
• CompTIA A+ certification
• 4+ years deploying laptops and desktops using automated provisioning tools
• 2+ years of technical troubleshooting in a corporate WAN environment
• Knowledge of PC architecture and hands-on hardware troubleshooting

Desktop and Hardware Support

• Install, configure, troubleshoot, and maintain laptops, desktops, and peripheral equipment.

• Perform hardware upgrades, BIOS updates, equipment moves, and workstation setups.

• Deploy new and replacement computers using approved imaging and provisioning tools.

• Maintain printers and coordinate vendor repairs when needed.

Active Directory and User Support

• Create and manage computer accounts in Active Directory.

• Unlock user accounts and reset passwords.

• Troubleshoot account access and workstation connectivity issues.

• Provide daily technical assistance to employees.

Network Troubleshooting

• Diagnose LAN/WAN connectivity issues from network switches to end-user ports.

• Perform network patching and create custom-length Ethernet cables.

• Monitor connectivity and troubleshoot network availability.

• Use tools such as Netscout to identify network problems.

Software, Security, and Device Management

• Install licensed software and follow software asset management procedures.

• Apply required operating system updates and security patches.

• Support antivirus and spam protection.

• Troubleshoot corporate mobile devices.

• Support Zoom VoIP phone systems, including extensions, connectivity, and service deployment.

Workstation Provisioning and Asset Management

• Image and deploy Windows workstations using tools such as Acronis, Ivanti EPM, or Microsoft USMT.

• Prepare and inventory replacement systems.

• Track hardware throughout its lifecycle.

• Dispose of obsolete equipment according to IT asset management procedures.

• Maintain accurate records supporting DFARS and CMMC compliance requirements.

Ticket Management and Team Collaboration

• Respond to support tickets and prioritize requests based on business impact.

• Participate in daily meetings to review outstanding and aging tickets.

• Document troubleshooting procedures and update knowledge base articles.

• Follow established IT processes and contribute to Lean, Six Sigma, and 6S improvement activities.