Job Description

TenCate GrassLocation: Bay Shore, NY (LandTek Group Office)Department: Information Technology | IT Service Desk - USReports to: IT Service Desk ManagerJob Type: Full-TimePosition SummaryThe IT Support Specialist II serves as a key escalation point within TenCate Grass's IT support structure, bridging front-line support operations with the broader IT Infrastructure & Operations team. This role requires strong technical expertise, professional communication, and a service-first mindset. The position is responsible for resolving complex incidents, coordinating cross-functional solutions, and delivering responsive, high-touch support to executives and other designated VIP users across the organization.Key ResponsibilitiesEscalation Management Receive, triage, and resolve escalated incidents and service requests that exceed first-line support capabilities. Diagnose complex hardware, software, network, and application issues across on-premises and cloud environments. Maintain ownership of escalated tickets through resolution, accepted handoff, or further escalation, while providing timely updates and meeting service-level agreement (SLA) targets. Provide structured feedback, coaching, and technical guidance to first-line support specialists to reduce repeat escalations and improve first-contact resolution. Document root-cause findings and resolution steps in the IT service management (ITSM) knowledge base to support continuous improvement. Prepare complete incident documentation for handoff or escalation, including symptoms, diagnostics performed, attempted workarounds, active hypotheses, business impact, affected users, and SLA status.IT Infrastructure Coordination Serve as a primary liaison between the Service Desk and the IT Infrastructure & Operations team for incident escalation and problem management. Collaborate with infrastructure engineers on network, server, identity and access management, and mobile device management issues affecting end users. Participate in change advisory processes to help assess and communicate end-user impacts before planned maintenance or system changes. Support the rollout and testing of new systems, software, and hardware by serving as a technical bridge between operations teams and end users. Identify recurring incidents that may indicate underlying infrastructure issues and escalate them appropriately.Executive and VIP Support Serve as a dedicated point of contact for executives, senior leadership, and other designated VIP users. Provide responsive, discreet, and high-quality support, including on-site assistance when required. Proactively support device readiness, business travel needs, and audiovisual and conferencing setup for key meetings. Support executive meetings, board sessions, off-site meetings, and other business-critical events as required. Maintain strict confidentiality, professionalism, and awareness of business sensitivity in all interactions.Service Desk Operations Monitor Service Desk queues and assist with workload distribution during peak periods or first-line support staffing gaps. Create and maintain technical documentation, standard operating procedures, knowledge articles, and end-user guides. Support employee onboarding and offboarding, including account provisioning, device configuration, and access management. Analyze recurring incidents and service requests to help identify and resolve broader issues affecting multiple users.QualificationsEducation and Certifications Associate's or bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience. CompTIA A+, Network+, or Security+ certification preferred. ITIL Foundation certification preferred. Microsoft 365, Azure, or a comparable cloud-platform certification preferred.Experience At least three years of experience in an IT support role, including a minimum of one year operating at a Tier 2 or equivalent level. Demonstrated experience resolving complex technical escalations in a structured ITSM environment. Experience supporting executives or other VIP users in a corporate environment strongly preferred. Experience coordinating with infrastructure, network, or security operations teams preferred.Technical Skills Proficiency supporting Windows 11, iOS, and Android devices. Strong working knowledge of Microsoft 365 applications and administration, including Exchange Online, Teams, SharePoint, and Intune. Experience with Active Directory and Microsoft Entra ID user and device management. Familiarity with ITSM platforms such as HaloITSM, ServiceNow, Jira Service Management, or Freshservice. Working knowledge of TCP/IP networking fundamentals, VPN technologies, and wireless connectivity troubleshooting. Experience using endpoint-management and remote-support tools.Core Competencies Clear and professional communication skills, with the ability to translate technical information for non-technical stakeholders. Systematic and analytical approach to diagnosing and resolving complex technical issues under pressure. Strong service orientation and commitment to delivering a positive user experience. Ability to build effective relationships across technical and non-technical teams within a global organization. Ability to manage competing priorities and shifting workloads in a fast-paced environment. Sound judgment and strict confidentiality, particularly when supporting executives and VIP users. Proactive approach to improving processes, documentation, and team capabilities. Strong ownership, accountability, reliability, follow-through, and attention to detail.Work Environment and TravelThis is primarily an office-based role with travel to other TenCate Grass facilities, subsidiaries, and off-site locations. The position requires up to 25% travel, including the possibility of international travel, and may require occasional after-hours availability to support planned changes or emergency escalations.Why Join TenCate Grass Opportunity to provide high-impact technology support within a growing global organization. Collaborative, team-oriented environment with exposure to enterprise technology and cross-functional operations. Competitive compensation and comprehensive benefits package, including medical, dental, vision, paid time off, holidays, and 401(k).Work AuthorizationCandidates must be authorized to work in the United States without current or future employer sponsorship.Equal Employment OpportunityTenCate Grass is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants and do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, genetic information, or any other status protected by applicable law.

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