{"id":2721665,"url":"https://alion.io/job/kraken-robotics-it-support-specialist-tier-2","title":"IT Support Specialist, Tier 2","company":{"id":58199,"name":"Kraken Robotics","domain":"krakenrobotics.com","url":"https://alion.io/company/kraken-robotics","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":{"grade":"A","score":90,"open_postings":10,"ghost_share":0,"stale_share":0.2,"repost_share":0,"time_to_fill_p50_days":77,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Houston, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":52000,"max_usd":102000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":483},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Least Privilege","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"OneDrive","optional":false},{"name":"PowerShell","optional":false},{"name":"Service Desk","optional":false},{"name":"SharePoint","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false},{"name":"Azure","optional":true},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-10-15T16:39:00Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-11-02T15:13:32Z","board_verified":true,"closed_at":null,"days_open":18,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":18},"description":"NEW CAREER OPPORTUNITY\nBuild your career with Kraken Robotics. Make a difference to others. If innovation drives you, and you want a career that makes a difference to the world, helping humanity overcome the challenges in our oceans - safely, efficiently, and sustainably -then come join us at Kraken Robotics.\nKraken Robotics is currently recruiting for an IT Support Specialist, Tier 2 to join our Houston, Texas office.\nThe IT Support Specialist (Tier 2) is the primary onsite IT resource for the Kraken Houston offices with periodic travel to regional offices providing hands-on support. The role owns support requests from initial contact through resolution, delivering first-line service for day-to-day needs while also acting as the Tier 2 escalation point for complex endpoint, identity, application, network, and infrastructure issues.\nThis is a broad, hands-on role suited to an experienced support professional who can move comfortably between end user support and junior systems administration. The successful candidate will resolve issues independently where practical, perform approved administrative and infrastructure tasks, coordinate with specialized IT teams and vendors when deeper expertise is required, and maintain a high standard of service, security, and documentation.\nROLES AND RESPONSIBILITIES\nEnd-User Support and Service Ownership\nServe as the first point of contact for onsite and remote users, responding through the approved ticketing system, email, phone, chat, and walk-up support channels.\nOwn incidents and service requests from intake through resolution, including triage, prioritization, troubleshooting, user communication, escalation, and closure.\nDiagnose and resolve issues involving laptops, desktops, mobile devices, printers, peripherals, operating systems, business applications, Microsoft 365, collaboration tools, VPN, Wi-Fi, and general connectivity.\nComplete routine service requests such as password and MFA support, software installation, device setup, access changes, equipment replacement, and onboarding and offboarding activities.\nProvide clear, professional, and timely updates to users and confirm that service has been restored before closing requests.\nProvide practical user guidance and short training sessions where recurring questions or technology changes create a need.\nTier 2 Escalation Support\nAct as the local escalation point for complex, recurring, high-impact, or administratively restricted technical issues.\nUse system logs, command-line tools, remote management platforms, monitoring data, and structured troubleshooting methods to identify root causes and restore services.\nTroubleshoot advanced endpoint, account, permissions, application, device management, network, and connectivity issues that cannot be resolved through standard first-line procedures.\nCoordinate with infrastructure, cybersecurity, enterprise applications, vendors, internet service providers, and other technical owners when issues require specialized access or expertise.\nIdentify recurring incidents and recommend corrective actions, knowledge articles, configuration improvements, or problem-management follow-up.\nJunior Systems and Network Administration\nPerform pre-approved routine administration and maintenance of user accounts, groups, permissions, endpoints, servers, network equipment, storage, backups, and cloud services.\nSupport Microsoft 365 and identity administration, including Exchange Online, Teams, SharePoint, OneDrive, Entra ID, MFA, licensing, group membership, and role-based access in accordance with approved processes.\nAssist with endpoint deployment and management, including device configuration, software distribution, compliance policies, patching, security controls, and lifecycle activities.\nMonitor local infrastructure and respond to alerts or service degradation involving servers, switches, wireless access points, internet connectivity, backup jobs, and related systems.\nPerform basic network administration and troubleshooting involving LAN/WAN, TCP/IP, DNS, DHCP, VPN, Wi-Fi, switching, routing, firewalls, and ISP services, escalating material changes to the appropriate owner.\nAssist with server and system upgrades, patching, configuration changes, backup verification, recovery activities, and other planned maintenance under established change controls.\nSupport onsite technology for meeting spaces, communications equipment, and other office systems within the IT support scope.\nProjects, Documentation, and Continuous Improvement\nParticipate in infrastructure rollouts, device deployments, office changes, application implementations, migrations, upgrades, and other cross-functional IT projects.\nCreate and maintain clear technical documentation, including knowledge base articles, troubleshooting guides, system configuration records, asset information, and incident and change records.\nFollow service-management processes and contribute to meeting service levels, improving ticket quality, reducing repeat incidents, and strengthening the user experience.\nShare technical knowledge with Tier 1 and Tier 2 support staff and provide practical guidance during escalations.\nIdentify opportunities to standardize, automate, simplify, or improve support and administration processes.\nSecurity, Compliance, and Operational Practices\nFollow organizational IT policies, cybersecurity requirements, data protection standards, access controls, and change management procedures.\nProtect company systems and information by applying least-privilege principles, validating requests, documenting administrative actions, and promptly escalating suspected security events.\nMaintain accurate asset, configuration, ticket, and change records for supported equipment and services.\nParticipate in planned after-hours work or urgent support when required for business-critical incidents, maintenance, or project activities.\nQUALIFICATIONS, SKILLS AND EXPERIENCE\nEducation and Experience\nPost-secondary education in Information Technology, Computer Science, or a related discipline, or an equivalent combination of education, certifications, and practical experience.\nApproximately 4 or more years of progressive experience in IT support, service desk, desktop support, or systems administration, including experience resolving complex Tier 2 or Tier 3 issues.\nDemonstrated experience serving as an escalation resource and working independently in an onsite support environment.\nExperience supporting users, systems, and services across multiple offices or business locations is preferred.\nTechnical Skills\nStrong knowledge of Windows desktop environments, modern endpoint hardware, mobile devices, printers, peripherals, and common business applications.\nHands-on experience administering and supporting Microsoft 365 services, Entra ID, identity and access, MFA, permissions, and collaboration platforms.\nWorking knowledge of endpoint management and security tools, device configuration, software deployment, patching, compliance, and remote support.\nSolid understanding of networking fundamentals, including LAN/WAN, TCP/IP, DNS, DHCP, VPN, Wi-Fi, switches, routers, firewalls, and internet connectivity.\nWorking knowledge of Windows Server, Active Directory, Group Policy, virtualization, storage, backups, monitoring, and hybrid cloud environments.\nAbility to use command-line tools, logs, diagnostics, and basic scripting such as PowerShell to troubleshoot issues or automate routine tasks.\nWorking knowledge of IT service-management practices, ticketing systems, documentation standards, incident handling, request fulfilment, and change controls.\nProfessional Skills\nStrong customer service orientation with the ability to explain technical information clearly to both technical and non-technical users.\nExcellent troubleshooting, analytical, and problem-solving skills, with the judgment to resolve issues independently and escalate appropriately.\nAbility to prioritize multiple requests, manage competing demands, and maintain ownership in a fast-paced environment.\nProfessional, dependable, approachable, and comfortable working both independently and collaboratively across teams and locations.\nStrong written documentation skills and attention to detail.\nProactive approach to learning, knowledge sharing, process improvement, and adopting new technologies.\nPreferred Qualifications\nRelevant certifications such as CompTIA A+, Network+, Security+, Microsoft 365, Azure, ITIL Foundation, or equivalent.\nExperience with Microsoft Intune, Entra ID, Exchange Online, Teams, SharePoint, Windows Server, Active Directory, Group Policy, virtualization, backup platforms, and infrastructure monitoring tools.\nExperience supporting hybrid environments that include both on-premises infrastructure and cloud services.\nExperience with PowerShell or other scripting and automation tools.\nWORK LOCATION & TRAVEL\nThis is an office-based role located primarily at one of our Kraken Houston offices, with onsite presence required to support employees, equipment, and local infrastructure.\nPeriodic travel to a secondary Houston officeis required to provide onsite IT support and assist with local technology needs.\nPeriodic travel to the Longmont, Colorado office is also required for support, projects, deployments, maintenance, or other business needs.\nOccasional work outside normal business hours may be required for planned maintenance, projects, urgent incidents, or business-critical support.","description_format":"text","description_chars":9472,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Sensors & Transducers","Underwater & Marine 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