At Basepoint Building Automations, we’re driven by innovation, collaboration, and the belief that technology should make buildings — and the people in them — perform at their best.
We are Problem-solvers. Innovators. Builders. Collaborators. Technicians. Engineers. Thinkers. Learners. Leaders. We’re passionate about turning complex systems into simple, sustainable solutions that make a real impact.
We believe in teamwork, continuous learning, challenging projects, and celebrating success together. Sound like you? We’re looking for an Information Technology Support Specialist II.
Job Summary
The Information Technology Support Specialist II provides frontline and escalated technical support for end users. This role is responsible for delivering timely, professional, and effective support for hardware, software, and network issues, including advanced troubleshooting, while maintaining a high level of customer service. The position supports daily business operations by resolving technical issues, managing user and endpoint administration tasks, and assisting with infrastructure support activities. The role also serves as the primary escalation point for Tier 2 support issues and works closely with the Systems Administrator on operational improvements and technical projects.
Responsibilities:
End User Support
- Serve as the primary Tier 2 escalation point for end-user issues involving hardware, software, access, and connectivity across desktops, laptops, mobile devices, printers, and peripherals, while also supporting Tier 1 service desk requests during periods of lower escalation activity or increased ticket volume.
- Troubleshoot and resolve issues related to Windows operating systems
- Support Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint, Word, Excel, etc.)
- Assist users with password resets, account lockouts, and access issues
- Respond to support requests via ticketing system, phone, email, and walk-ups
- Perform advanced troubleshooting of operating system, application, and authentication issues to determine root cause before escalation
Systems & Hardware
- Assist with setup and deployment of new employee equipment (computers, phones, accessories) as needed
- Perform hardware diagnostics and coordinate repairs or replacements
- Assist with maintaining accurate inventory of IT assets
- Perform basic system administration tasks including Active Directory user management, group membership updates, and account provisioning
- Assist with onboarding and offboarding processes, including system access and equipment recovery
- Assist with maintaining standard workstation configurations and endpoint management tasks
- Diagnose and resolve workstation-level networking issues including DNS, DHCP, and VPN connectivity problems
Network & Application Support
- Troubleshoot network connectivity issues including Wi-Fi, VPN, remote access, and printer connectivity
- Support commonly used business applications and line-of-business systems
- Escalate advanced network, security, or server-related issues to senior IT staff or vendors
Documentation & Process Improvement
- Document incidents, resolutions, and procedures in the ticketing system and maintain technical documentation
- Identify recurring issues and recommend process or system improvements
- Assist with IT projects such as system upgrades, software rollouts, infrastructure improvements, or office moves
- Assist with documentation, operational improvements, and basic automation tasks where appropriate
Security & Compliance
- Follow IT security policies and best practices
- Assist with endpoint security, patching, and antivirus updates
- Report potential security incidents or vulnerabilities to Director, Information Technology
- Review user-reported phishing emails and assist in determining legitimacy or potential threats
Essential Key Performance Indicators (KPI)
- First contact resolution rate
- Meeting or exceeding SLA response time
- Ticket resolution effectiveness
- Ticket resolution quality and documentation accuracy
Requirements:
- Associate degree in Information Technology, Computer Science, or related field or equivalent experience
- 2+ years of experience in an IT Help Desk or technical support role
- Ability to work independently, research unfamiliar technical issues, and develop practical solutions
- Strong working knowledge of Windows operating systems in a business environment
- Familiarity with Microsoft 365 and common business applications
- Experience using ticketing systems (e.g., Freshservice, ServiceNow, Jira, Zendesk, etc.)
- Strong customer service, communication, and collaboration skills
- Strong problem-solving and troubleshooting skills
- Ability to manage multiple priorities in a fast-paced environment
- Basic understanding of Active Directory user and group management
- Basic familiarity with scripting or automation tools (e.g., PowerShell) preferred
- Occasional work outside normal business hours may be required to assist the Systems Administrator with projects
- Relevant technical certifications (e.g., CompTIA A+, Network+, or similar) are a plus
PhysicalRequirements
- Ability to sit for extended periods while working at a computer and frequently use hands and fingers to operate standard office equipment
- Ability to stand, walk, bend, reach, and work in confined spaces when setting up or troubleshooting equipment
- Ability to lift, carry, and move IT equipment such as computers, monitors, and printers weighing up to 40 pounds
- Occasional travel to remote office locations as needed
Why Basepoint Building Automations:
Basepoint was built on the belief that the best companies are owned by the people who show up every day to do the work. As an employee-owned building automation company, we approach every project with a long-term mindset, shared accountability, and pride in doing the work right. Our people are owners, which means higher standards, stronger teamwork, and a long-term mindset. When the company succeeds, we all succeed—and that shows up in how we work every day. When you join Basepoint, you’re not just taking a job, you’re helping build something you own.
