IT Support Specialist

The Level 2 IT Support Specialist serves as the primary escalation point for the Level 1 Helpdesk resolving more complex desktop endpoint and network connectivity issues while escalating deeper infrastructure server or systems-level problems to the Level 3 team. This role owns the end-to-end PC lifecycle imaging deployment and new hire setup and provides specialized support for OEM and CAD/engineering software used across the business. The ideal candidate is a hands-on troubleshooter who is comfortable working independently documenting solutions and communicating clearly with end users of varying technical skill levels.

Key Responsibilities

Escalation & Ticket Ownership

• Serve as the Tier 2 escalation point for issues that exceed Level 1 Helpdesk scope
• Triage diagnose and resolve tickets within defined SLAs; escalate unresolved or infrastructure-level issues to Level 3 with clear documentation of steps already taken
• Maintain accurate detailed ticket records (root cause resolution steps follow-up actions) in the IT service management platform

PC & Endpoint Support

• Provide desktop/laptop hardware and software support for end users including diagnosis of performance boot driver and peripheral issues
• Image configure and deploy new and replacement PCs using standard corporate images and deployment tools
• Install configure and troubleshoot OEM software and hardware-specific utilities from PC/laptop manufacturers (e.g. Dell HP Lenovo)
• Install configure and support CAD or other specialized engineering/design software including license activation plugin/add-in issues and performance tuning for graphics-intensive workloads

Network & Connectivity Troubleshooting

• Troubleshoot endpoint network connectivity issues across wired (Ethernet) and wireless (Wi-Fi) connections
• Diagnose IP addressing DNS DHCP VPN and authentication-related connectivity problems at the endpoint level
• Coordinate with Level 3/network team on switch port wireless controller or infrastructure-level issues that fall outside endpoint scope

New Hire & Onboarding Support

• Prepare and image PCs for new hires according to role-based standard software builds
• Install and configure required business applications OEM utilities and CAD/engineering software as applicable to the new hires role
• Set up accounts profiles and endpoint security/compliance agents in coordination with IT security and helpdesk teams
• Ensure new hire equipment is tested and ready prior to start date

Documentation & Continuous Improvement

• Create and maintain knowledge base articles and runbooks for common Level 2 issues to improve Level 1 self-sufficiency
• Participate reoccurring IT team meetings and status reports
• Identify recurring issues and recommend process imaging or configuration improvements
• Assist with maintaining accurate hardware/software asset inventory

Required Qualifications

• Must have a High School Diploma or equivalent; Bachelors degree preferred
• 24 years of experience in a Level 1/Level 2 IT support or desktop support role
• Strong working knowledge of Windows 11 desktop operating systems
• Experience imaging and deploying PCs (e.g. via SCCM or similar tools)
• Experience troubleshooting wired and wireless endpoint connectivity (TCP/IP basics DNS DHCP Wi-Fi authentication)
• Experience supporting OEM hardware/software utilities (Dell Command Lenovo Vantage or similar)
• Familiarity with installing licensing and troubleshooting CAD or other specialized engineering/design applications
• Experience with Active Directory / Microsoft Entra ID user and device management
• Strong customer service orientation and ability to communicate technical concepts to non-technical users
• Ability to prioritize and manage multiple tickets/requests simultaneously
• Must live in Portland metro area. We are unable to provide relocation expenses
• Must be legally authorized to work in the United States. Sponsorship will not be provided for this position

Preferred Qualifications

• Experience in an industrial manufacturing or engineering-driven business environment
• Familiarity with Microsoft 365 administration (Exchange Online Teams OneDrive/SharePoint)
• Exposure to endpoint security tooling (antivirus/EDR agents patch management)
• ITSM process experience
• CompTIA A Network or equivalent certification or experience

Founded in 1923 Applied Industrial Technologies (NYSE: AIT) is a leading value-added distributor and technical solutions provider of industrial motion fluid power flow control automation technologies and related maintenance supplies. Our leading brands specialized services and comprehensive knowledge serve MRO and OEM end users in virtually all industrial markets through our multi-channel capabilities that provide choice convenience and expertise.

Applied Industrial Technologies is built on a philosophy that puts people first. We are an equal opportunity employer and we are committed to a workforce in which we enforce fair treatment and provide growth opportunities for everyone. All qualified applicants will receive consideration for employment regardless of age race color national origin genetics religion gender marital status physical or mental disability or any other characteristic protected by applicable laws regulations and ordinances.