IT Support Specialist/ Systems Tech (Intermediate)

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Level 2 – IT Support Specialist / Systems Technician (Intermediate)
Primary Focus: Front-line support, quick resolutions, customer service Deeper troubleshooting and ownership of tickets
Typical Responsibilities:

Password resets, account unlocks
Basic troubleshooting (email, printers, connectivity)
Endpoint setup (laptops, desktops, mobile devices)
Ticket intake, triage, and documentation
Active Directory / Azure AD management
Microsoft 365 administration
Troubleshoot networking issues (VPNs, firewalls basics)
Support servers and virtualization environments
Assist with small projects (deployments, migrations)
Skill Level:
• Independent troubleshooting
• Understands systems and dependencies
• Beginning to specialize
Experience:
• 3–5 years (MSP experience highly preferred)