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Posted: 10/19/2026IT Support Specialist, Tier 2
Keeper Security, Inc.Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing Tier 2 technical support for hardware, software, and network issues, with strong capabilities in troubleshooting and maintaining Windows and macOS environments. Proficient in managing IT infrastructure, identity and access management, and utilizing AI-assisted tools for operational efficiency.
Highest-signal resume keywords
Tier 2 Technical SupportWindows And macOS SupportNetworking ConceptsIdentity And Access ManagementTroubleshooting Skills
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Provide Tier 2 technical support for escalated hardware, software, endpoint, identity and access issues
- Serve as a primary on-site IT resource for Keeper’s El Dorado Hills office
- Install, configure, troubleshoot and maintain Windows and macOS workstations, laptops, mobile devices and related peripherals
- Support physical IT infrastructure including server racks, on-site servers, network switches, cabling, UPS systems and related equipment
- Assist with rack-and-stack activities, hardware replacement, server maintenance and basic infrastructure troubleshooting
- Support office network connectivity including wired and wireless access, DNS, DHCP, VPN and basic network troubleshooting
- Troubleshoot user access, authentication, MFA, account provisioning and identity-related issues
- Support employee onboarding and offboarding, including device provisioning, access changes and asset coordination
- Escalate complex infrastructure, security or systems issues to Tier 3 resources while providing clear troubleshooting documentation
- Monitor, triage and resolve IT service requests and incidents in accordance with internal service expectations
- Maintain accurate IT asset records and conduct regular inventory audits
- Assist with endpoint management, software deployment and device configuration through MDM and related management platforms
- Support office-based technology including conference room systems, printers, access control and other workplace systems
- Partner with third-party vendors and service providers on infrastructure, network and hardware-related projects
- Maintain technical documentation, troubleshooting procedures and knowledge base articles
- Mentor Tier 1 support team members and assist with escalation handling and technical guidance
- Participate in IT projects involving endpoint deployment, network upgrades, office infrastructure and system improvements
- Use AI-assisted tools such as Gemini, ChatGPT or similar platforms to improve troubleshooting, documentation and workflow efficiency
- Provide occasional after-hours support for critical office or infrastructure issues as needed
Requirements
What you’ll need- 3+ years of experience in IT support, desktop support, systems support or a related technical role
- Experience providing Tier 2 or escalated technical support in a business environment
- Strong hands-on experience supporting Microsoft Windows and macOS environments
- Experience working with physical servers, server racks, switches, cabling or other on-site IT infrastructure
- Working knowledge of networking concepts including TCP/IP, DNS, DHCP, VPNs, VLANs and wireless networking
- Experience troubleshooting hardware, operating systems, software, user access and connectivity issues
- Familiarity with enterprise identity and access concepts including MFA, user provisioning, groups and permissions
- Experience provisioning and supporting laptops, desktops, mobile devices and common productivity applications
- Familiarity with cloud-based platforms such as Google Workspace, Microsoft Azure or similar technologies
- Familiarity with endpoint management or MDM platforms
- Strong troubleshooting, analytical and problem-solving skills
- Strong written and verbal communication skills with a customer-service mindset
- Ability to work independently on-site and determine when issues require escalation
- Ability and willingness to use AI-assisted tools effectively to improve troubleshooting, documentation and day-to-day IT operations
- Ability to lift up to 50 pounds and safely move, install or replace IT hardware as part of regular job duties
- Must reside within reasonable commuting distance of Keeper’s El Dorado Hills, CA office and be able to work on-site a minimum of 3 days per week
- Preferred: Experience supporting Windows Server or Linux server environments
- Preferred: Experience with rack-and-stack, server hardware maintenance or data center / server room support
- Preferred: Familiarity with Microsoft Intune, Kandji or similar endpoint management platforms
- Preferred: Experience supporting Active Directory, Microsoft Entra ID, Okta or similar identity platforms
- Preferred: Experience with switches, firewalls, wireless access points or other network infrastructure
- Preferred: Familiarity with virtualization technologies such as VMware or Hyper-V
- Preferred: Experience supporting office AV, conference room or physical access systems
- Preferred: Relevant CompTIA, Microsoft, networking or IT support certifications
- Preferred: Experience working in a security-conscious or compliance-driven environment
Benefits
Comp & perks- Medical, Dental & Vision (inclusive of domestic partnerships)
- Employer Paid Life Insurance & Employee/Spouse/Child Supplemental life
- Voluntary Short/Long Term Disability Insurance
- 401K (Roth/Traditional)
- A generous PTO plan that celebrates your commitment and seniority (including paid Bereavement/Jury Duty, etc)
- Above market annual bonuses
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Windows SupportMacOS SupportNetworking (TCP/IP, DNS, DHCP, VPN)Hardware TroubleshootingEndpoint ManagementServer MaintenanceUser Access TroubleshootingDevice ProvisioningAI-Assisted ToolsCloud-Based Platforms
Soft Skills
Analytical SkillsProblem-Solving SkillsWritten CommunicationVerbal CommunicationCustomer-Service Mindset
Tools & Technologies
MDM PlatformsGoogle WorkspaceMicrosoft AzureMicrosoft IntuneKandjiActive DirectoryMicrosoft Entra IDOktaVMwareHyper-V
Certifications & Qualifications
CompTIA CertificationsMicrosoft CertificationsNetworking Certifications
Industry Keywords
IT SupportDesktop SupportSystems SupportInfrastructure SupportSecurity-Conscious EnvironmentCompliance-Driven Environment