Job Description
Role Description
The IT Support Specialist serves as a senior individual contributor within the Service Desk team. This position is charged with resolving complex escalations from Tier 1 (T1), overseeing advanced troubleshooting across endpoints, identity, and infrastructure, and functioning as a technical resource and informal mentor to junior analysts. Operating within a follow‑the‑sun support model, the IT Support Specialist plays a vital role in ensuring that incidents demanding deeper technical expertise are resolved swiftly and thoroughly.
The IT Support Specialists carry both Tier 2 (T2) and Tier 3 (T3) designations. The T2 scope encompasses advanced endpoint, application, and identity issues, while the T3 scope expands to near‑infrastructure responsibilities, including complex integrations, escalated security events, and matters that require coordination with Network Engineering, OpsSec, or cloud teams. As the team evolves, these levels may be formally s...