{"id":1894425,"url":"https://alion.io/job/the-ame-group-it-support-specialist-2","title":"IT Support Specialist 2","company":{"id":2330486,"name":"The AME Group","domain":"theamegroup.com","url":"https://alion.io/company/theamegroup","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Paylocity","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Indianapolis, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":48000,"max_usd":96000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":483},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Service Desk","optional":false},{"name":"SharePoint","optional":false},{"name":"VPN","optional":false},{"name":"Azure","optional":true},{"name":"ITIL","optional":true},{"name":"PowerShell","optional":true},{"name":"VMWare","optional":true}],"status":"live","first_seen_at":"2026-09-29T14:14:48Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-29T12:05:26Z","board_verified":true,"closed_at":null,"days_open":30,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":30},"description":"Description\nAbout AME\n AME is a Managed Service Provider (MSP) focused on delivering excellent client experiences through reliable support, smart processes, and continual improvement. Our OSC Desktop team handles the issues that require deeper troubleshooting, strong judgment, and clear communication-especially when automation can’t fully complete the work.\nRole Summary\nThe IT Support Specialist II plays a vital role in client support and satisfaction at AME. In this role, you’ll provide advanced technical support for complex desktop and application issues, take ownership of escalated tickets, and deliver exceptional customer service. Success requires strong technical expertise, great communication, sound prioritization, and a commitment to learning and improving how we work.\nWhat We Offer:\nCompetitive salary and benefits package.\nOpportunities for professional growth and development.\nCollaborative and supportive work environment.\nFlexibility to work on a variety of interesting projects.\n Key Responsibilities\nResolve advanced desktop and application issues (performance problems, application conflicts, registry-level troubleshooting)\nTake over tickets escalated from AI/automation systems when automated tools can’t complete the request successfully\nAdminister Microsoft 365 environments (Exchange Online, SharePoint permissions, security groups, conditional access policies)\nPerform Active Directory tasks (user/group management, GPO troubleshooting, basic modifications)\nSupport macOS environments, including troubleshooting and basic Jamf/MDM administration\nTroubleshoot network-related issues (VPN connectivity, DNS/DHCP problems, basic network diagnostics)\nImplement and support backup/recovery solutions, including file/folder restores from client backup systems\nIdentify and respond to security issues (phishing attempts, malware removal, MFA implementation)\nManage software installations, deployments, and licensing issues\nPerform hardware diagnostics and coordinate replacements or on-site support when needed\nDocument all work in the service desk system (clear resolution notes, next steps, and time entries)\nCreate and maintain client-specific SOPs; contribute to ongoing process improvements\nMentor Level 1 technicians through shadowing, ticket reviews, and hands-on training\nCollaborate with specialized teams (server, network, security) for escalations and complex issues\nParticipate in client onboarding and migration/projects as needed\nTop 3 Priorities\nResolve tickets requiring human judgmentHandle advanced troubleshooting and nuanced decision-making that automation can’t complete.\n\nCreate and maintain client-specific SOPsDocument unique client environments and repeatable solutions to improve consistency and support future automation.\n\nDeliver personalized support to complex client needsStep in when clients need a human touch, deeper context, or direct communication.\n\nRequirements\n Required Skills & Qualifications\nMicrosoft 365 administration (Exchange Online, SharePoint, security configurations)\nActive Directory administration, including Group Policy troubleshooting and user/group management\nAdvanced desktop/application troubleshooting (performance issues, conflicts, complex problems)\nmacOS troubleshooting plus basic Jamf/MDM support\nNetwork fundamentals (VPN, DNS, DHCP, basic diagnostics)\nBackup/recovery knowledge (file/folder restore workflows)\nSecurity awareness (phishing identification, malware response, MFA implementation)\nExcellent customer service skills; comfortable working escalated client issues\nStrong written/verbal communication; able to explain technical concepts to non-technical users\nStrong decision-making and the ability to troubleshoot independently (even without an SOP)\nOwnership mindset: accountable for driving issues to resolution and knowing when to escalate\nTeam-oriented collaboration and willingness to share knowledge\nCommitment to continuous learning and improvement\n Nice to Have (Optional Skills)\nCompTIA A+ and/or Network+\nApple Certified Support Professional (ACSP)\nITIL Foundation\nIntune/MEM administration experience\nAzure AD Connect sync troubleshooting\nBasic PowerShell scripting\nRMM tools (ConnectWise, NinjaOne, etc.)\nPSA tools (Autotask, ConnectWise Manage)\nVDI/virtual desktop support (Citrix, VMware Horizon)\nMobile device support (iOS/Android)\nZoom/Teams room systems support\n Performance Goals (How Success Is Measured)\nResolve a set number of tickets per week (team-defined)\nBook 80% of time toward client issues\nComplete 3 SOP updates/improvements per quarter\nProfessional development goals, including: Earn Microsoft 365 Certified: Endpoint Administrator Associate\n Cross-train in other technical areas\n Complete advanced training pathways as assigned\n\nMeet or exceed SLAs for response time and resolution","description_format":"text","description_chars":4809,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Information Technology","Information Security"],"lifecycle":[{"event":"open","at":"2026-10-05T07:24:45Z"}],"visa":[],"liveness":{"score":55,"band":"ok","label":"Likely open","p_open":1,"p_active":0.734,"p_room":0.75,"age_days":29,"expected_fill_days":30,"reasons":["conf:3","win:late"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/the-ame-group-it-support-specialist-2","json_url":"https://alion.io/job/the-ame-group-it-support-specialist-2.json","meta":{"generated_at":"2026-10-29T17:10:40Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":25711,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2330486},"rest":"https://alion.io/mcp/rest/get_company?id=2330486"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fthe-ame-group-it-support-specialist-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fthe-ame-group-it-support-specialist-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fthe-ame-group-it-support-specialist-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/the-ame-group-it-support-specialist-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fthe-ame-group-it-support-specialist-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1894425}},{"tool":"search_jobs","arguments":{"company":"theamegroup.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1894425},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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