{"id":841240,"url":"https://alion.io/job/sugarshot-it-support-specialist-level-2","title":"IT Support Specialist (Level 2)","company":{"id":696132,"name":"SugarShot","domain":"sugarshot.io","url":"https://alion.io/company/sugarshot","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":54000,"max_usd":104000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":608},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Confluence","optional":false},{"name":"Google Workspace","optional":false},{"name":"Jira","optional":false},{"name":"Linux","optional":false},{"name":"Okta","optional":false},{"name":"Slack","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-08-26T17:29:36Z","employer_posted_date":"2026-08-26","last_verified_at":"2026-11-03T10:56:01Z","board_verified":true,"closed_at":null,"days_open":68,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":68},"description":"Hi, We're SugarShot. We're an open rebellion against the IT grain. We do Technology. Differently. Come join us! SugarShot is an information technology company with practice areas in Cybersecurity, IT Support and Professional Services. We are growing quickly, been honored on the Inc. 5000 3 years in a row, and have excellent opportunities for great people who are looking to make a real difference in the market place. Our name is unique, because our story is unique, and so is our future. Come join us! In addition to great pay and benefits we offer a super cool, tech company environment, comprehensive health benefits, 401K.\nJob Overview\nAs a Level 2Support Specialist, you will handle more complex desktop and workstation issues directly with users in person at the local office inNYC, NY.\nThis position offers a hybrid work schedule, with the flexibility to work remotely as well as on-site at either the client's office or the company's office, depending on project needs.\nKey Responsibilities:\nRespond to remote and on-site support requests in a timely and professional manner. \nTroubleshoot complex issues with laptops and workstations.\nInstall, configure, and upgrade PC software and operating systems.\nMaintain detailed documentation of all interventions.\nBe eyes, ears, and hands for network troubleshooting.\nEscalate unresolved issues to Level 3 support.\nPerform after-hours on-call duties, per on-call rotation schedule.\nWork on-site from the Nashville office as needed.\nProvide professional technical support to C-suite and executives in a fast-paced and high-pressure environment.\nTechnical Qualifications:\nModerate Troubleshooting: Ability to diagnose and solve more complex hardware and software problems.\nOperating Systems: In-depth knowledge of various operating systems (Windows, MacOS, Linux (bonus)).\nSoftware and Hardware Management: Skills in managing and configuring software applications and computer hardware.\nIn-person Assistance: Experience with desk-side support tools and techniques.\nRemote Assistance: Experience with remote desktop support tools and techniques.\nProblem Management: Ability to track and prioritize issues, escalating when necessary.\nSecurity Fundamentals: Basic understanding of cybersecurity principles and practices.\nPeripheral Devices: Proficiency in configuring and troubleshooting peripheral devices like printers, scanners, etc.\nProficient in identity management tools (Okta & Entra), Jira (Confluence), Google Workspace, Jamf, Intune, & Slack \nPersonal Qualifications:\nLocal to the NYC office.\nBe able to lift at least 30lbs.\nMust be highly detail oriented and a proven commitment to high quality workmanship.\nMust have excellent, thorough, and methodical problem-solving skills.\nYou must be able to work with challenging personalities and always maintain a professional and positive demeanor with users.\nMust have a drive and a “-ness” about you that takes pride in supporting your workstations/users.\nMust be a self-starter.\nMust have excellent interpersonal and English communication skills (spoken and written).\nYou must have a reliable mode of transportation, cell phone, high-speed internet connection, and a dedicated, distraction-free workspace to support remote work requirements. \nA good sense of humor.\nEnjoy working in a team and as an individual contributor. \nEducational Requirements:\nBachelor’s degree in a related field preferred \nBasic IT certification(s) with Microsoft or CompTIA required. \n2 years’ experience in a helpdesk/support technician role. \nBenefits:\nComprehensive health, dental, vision, and life insurance \n401K \nUnlimited PTO\nOpportunities for continuing education and mentoring\nFun perks like free lunches, bingo nights, and other exciting events!","description_format":"text","description_chars":3737,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":["401k plan","Hybrid work","Life insurance","Unlimited PTO"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Security Compliance","Managed IT Services 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