Karna, LLC

IT Support Specialist Hybrid- In Office

Job ID 2023-2399
Job Locations
Information Technology


The IT Support Specialist II will provide centralized functional and technical application support via phone and web. Also, provide customer support encompassing questions/assistance with system/user access, reset/unlock passwords, access/procedural questions, application workflow, connectivity/performance issues, account verifications, training information, security operations and support escalation/referral.


  • Triage calls and online requests from IT systems users
  • Research moderately complex problems and questions
  • Respond with answers or interventions, provide on-site assistance
  • Track and analyze requests for trends and common system problems
  • Evaluate the quality of information systems through user support data
  • Respond to system alerts for emerging operational and security issues
  • Perform security functions according to SOP
  • Provide technical writing for program and operational documentation
  • Provide documentation in presentation-ready quality output using advanced word processing or desktop publishing software


  • Five (5) years of experience in administering Windows desktops and operating systems
  • Experience in an end user based environment
  • Well-versed in Microsoft Office 365 products and their back-end operation
  • Working knowledge of Microsoft Azure preferred
  • Experience using, writing and editing PowerShell or other high-level languague scripts for system adiministration preferred
  • Working knowledge of IT Security standards (e.g., NIST 800-53, NIST 800-171, HIPPA, etc.) preferred 
  • High School or GED with 5 years of experience or Bachelor's Degree (preferred) in Computer Information Systems or Computer Science with 3 years of experience
  • Information Technology Infrastructure Library (ITIL) foundation certificate preferred
  • Background investigation required
  • Strong analytical and problem solving skills
  • Strong system adiministration skills, including analyzing logs for errors, debugging unexpected behaviour, configuring hardware and systematically managing tools using automated tools
  • Strong customer service and interpersonal skills
  • Ability to communicate effectively, orally and in writing, with multiple audiences, including the ability to clearly and simply restate complex issues and to edit written materials
  • Desire to lead and work in a team environment
  • Strong attention to detail
  • Ability to prioritize and coordinate multiple work activities in a fast-paced environment, meeting critical deadlines
  • Work both independently as well as in a team environment



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