IT Support Specialist Level 2/3

IT Support Specialist (Level 2/3)

Salary Based on Experience and Qualifications

Position Overview

ISOFlex Packaging is seeking a skilled and customer-focused IT Support Specialist (Level 2/3) to join our small, collaborative IT team. This role is primarily focused on end-user support, providing day-to-day assistance to nearly 500 users across the organization.

Approximate role breakdown: 75% end-user support / helpdesk; 25% projects and systems support

Key Responsibilities

• Provide Level 2/3 technical support to end users through tickets, phone, and in-person assistance

• Troubleshoot and resolve hardware, software, and system issues efficiently and professionally

• Support Windows workstations, laptops, printers, and common business applications

• Handle escalated helpdesk tickets and assist with more complex user issues

• Manage user accounts, permissions, and access across systems

• Support employee onboarding and offboarding (accounts, equipment, access)

• Document solutions, procedures, and common fixes for internal knowledge sharing

• Collaborate closely with other IT team members to resolve issues and improve support processes

• Participate in IT projects designed to enhance reliability, security, and user experience

• Assist with basic systems, server, and networking tasks as part of a team-based environment

Qualifications

• 3–7 years of experience in IT support, service desk, or helpdesk roles (Level 2/3)

• Strong troubleshooting skills in a Windows-based environment

• Experience supporting a medium-to-large user base

• Working knowledge of Active Directory and user access management

• Ability to communicate clearly with technical and non-technical users

Preferred / Nice to Have:

• Experience with Microsoft 365

• Exposure to servers or virtualization

• IT certifications (CompTIA A+, Network+, Microsoft, etc.)

Who Will Succeed in This Role

The ideal candidate for this role is someone who:

• Genuinely enjoys helping users and takes pride in resolving issues end-to-end

• Is comfortable spending most of their time on support and ticket-based work, while still appreciating occasional project involvement

• Thrives in a team-oriented environment where collaboration and knowledge sharing are expected

• Communicates clearly, patiently, and professionally with non-technical users

• Stays organized, follows processes, and values good documentation

• Is curious and motivated to continue learning, but understands that strong day-to-day support is the top priority

This role is well-suited for a Level 2/3 support professional who wants stability, meaningful user interaction, and steady technical growth—without being isolated or siloed as a sole IT administrator.