Position Overview:
The Information Technology Specialist II provides Tier 2 technical support and independently maintains the organization’s technology systems to ensure secure, efficient, and reliable daily operations. This position serves as the first point of escalation for complex technical issues and resolves tickets requiring advanced knowledge of Microsoft Cloud and hybrid systems, including Microsoft Entra, Exchange, Intune, Defender, and related on‑premises infrastructure.
The IT Specialist II monitors, assesses, and troubleshoots computer systems, networks, hardware, software, devices, and connectivity, including WAN/LAN environments, firewalls, network switches, and backup systems. This role performs system installations, configurations, updates, and upgrades; supports disaster recovery and backup processes; monitors security controls and compliance requirements; and assists with routine system administration tasks.
The IT Specialist II provides technical support and training to employees across all locations, manages user account changes throughout the employee life cycle, maintains accurate documentation and IT inventory, and assists with internal procedure development. In addition, this position mentors IT Specialist I staff, collaborates with vendors and internal partners, assists with cost forecasting for technology replacements, and escalates issues to the System Administrator as appropriate to safeguard the organization’s technology, data, and operations.
Position Responsibilities & Duties
- Serve as trainer, mentor and first escalation point for level I specialists.
- Resolve complex tickets using Microsoft Cloud Systems to include MS Entra, MS Exchange, MS Intune and MS Defender.
- Perform basic administration of all Cloud and On-premises Systems.
- Act as backup to the System Administrator with Cloud Systems and Network Infrastructure.
- Diagnose and resolve hardware and software issues related to Microsoft operating systems, Microsoft Office Suite, and other Microsoft applications.
- Daily routine work on PCs/Laptops/Workstations and peripherals in corporate environment. This includes installation of equipment, configuration and maintenance.
- Analyze, run diagnostic testing, and follow up to resolve reported issues.
- Educate end-users on basic IT best practices and provide training on using Microsoft applications effectively.
- Monitor security certificates and company compliance with requirements.
- Provide first-level technical support to end-users via phone, email, or in person.
- Coordinate and provide training and equipment setup support at all Falcon National Bank locations as needed.
- Manage changes to user accounts in all systems due to hiring, dismissal, transfers, promotions, etc.
- Maintain accurate documentation of support requests, troubleshooting steps and solutions in the ticketing system.
- Install and update company software and hardware as needed.
- Identify network problems or application issues and escalate to appropriate resources in a timely, professional manner.
- Develop internal documentation of procedures.
- Anticipate and report the cost of replacing or updating computer items.
- Assist in data analysis and reporting as needed.
- Perform routine system monitoring and maintenance tasks, such as system updates, antivirus scans, and data backups.
Experience & Skills
- 2+ years' experience in technical support roles, providing support for Microsoft operating systems and applications.
- 2- or 4-year degree in Information Technology or related field, or combination or work-related experience and education.
- Advanced knowledge of Microsoft Windows operating systems and Microsoft Office 365 Suite of products.
- Advanced knowledge of Azure Active Directory, Teams, and Microsoft Endpoint Manager Preferred
- Working knowledge of relevant operating systems, software, and programming.
- Excellent problem-solving and critical thinking skills.
- Good organization, time management and prioritization.
- Efficient troubleshooting abilities.
- Effective communication skills, including speaking, writing and active listening.
- Great customer service and interpersonal skills.
- Read and understand technical manuals.
- Multi-task and prioritize projects effectively.
Work Location: St Cloud – Hybrid
Pay: $60,000-$80,000 per year
Starting pay is determined based on several factors, which can include the candidate’s experience, qualifications, skills, and geographic area.
Falcon National Bank is committed to equal employment opportunity for all employees and applicants and prohibits discrimination and harassment. It is the company’s policy to recruit, hire, train, and promote individuals, as well as administer all personnel actions, without regard to race, color, religion, age, sex, national origin, disability status, genetics, public assistance, protected veteran status, sexual orientation, familial status, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Pay: $60,000.00 - $80,000.00 per year
Work Location: In person
