IT Infrastructure Support Specialist – Tier 2 (On-Site)

Overview
HOPE Community Services, Inc. is a leading outpatient treatment provider in south Oklahoma City.  We provide compassionate trauma informed care to individuals whose lives have been impacted by mental health and substance use disorders. We do this by providing compassionate and evidence-based treatment, aimed at improving the quality of life for those we serve. 

We’re looking for an IT professional who enjoys solving problems, supporting people, and growing their technical skillset. This position bridges front-line help desk support and systems administration, playing a key role in maintaining a stable and secure environment for staff and the clients we serve.

About the Position
The IT Help Desk II provides Tier 1 and Tier 2 technical support to staff across the organization, resolving a wide range of hardware, software, and connectivity issues. This role also assists with maintaining a hybrid IT environment, including on-premises systems and Microsoft 365, helping ensure reliable and secure day-to-day operations.

Requirements

• High school diploma or GED required; associate’s degree or technical certification in Information Technology preferred
• Minimum of 2 years of experience in help desk or technical support, with exposure to Tier 2 troubleshooting or systems administration
• Reliable transportation and valid Oklahoma driver's license
• Availability to participate in an after-hours rotating on-call support schedule as needed

Skills

• Resolve hardware, software, and network issues efficiently using approved methodologies.
• Administer M365, on-prem, and enterprise tools (DUO/Okta, Datto, Tanium, SharePoint) and hardware (Dell, SonicWall, Cisco, Meraki).
• Take pride in the facility by assisting with maintaining 'display-ready' server closet standards with orderly cabling, labeling, and cleanliness.
• Work ticketing queue efficiently and professionally to meet enterprise-level service standards.
• Execute "What is the Next Step" (WITNS) protocol to ensure seamless support.
• Collaborate across tiers to resolve issues without resorting to unvetted or cold ticket transfers.
• Adhere to the 'One Action = One Ticket' rule
• Demonstrate willingness to provide in-person support over same-building phone support 
• Provide respectful verbal communication of technical concepts to non-technical personnel
• Apply strong attention to detail in written SOPs and professional correspondence.
• Prioritize company policy over personal preference at all times.
• Demonstrate integrity by adhering to organizational standards regardless of past training.
• Master new systems and processes proactively with a change & growth mindset.

EOE Statement

At HOPE, our goal is to be a diverse workforce that is representative, at all job levels, of the community we serve.  We embrace and encourage our employees’ differences in age, color, disability, ethnicity, family or marital status, gender identity or expression, language,  national  origin,  physical  and  mental  ability,  political  affiliation,  race,  religion,  sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We are proud to be an equal opportunity workplace and an affirmative action employer.