Overview
MasTec Communications Group is a leading national infrastructure construction company operating throughout the United States.
MasTec Communications Group performs both wireline and wireless communication services on a national scale. We are experts in cell tower construction, RF engineering, broadband fiber optic cable installation, OSP engineering, wireline construction, and emergency maintenance services.
At MasTec you'll be joining a family, where we are dedicated to supporting each other and building an atmosphere of teamwork. As part of our team, your opportunities are limitless.
Responsibilities
The
IT Specialist II is responsible for providing advanced technical support and analysis for computer systems, applications, and peripheral issues within the organization. This position handles escalated support requests, identifies and implements long-term solutions, and contributes to continuous service improvement efforts.
In addition, you will:
- Handles advanced technical issues escalated from Level I staff; provides guidance on complex problem-solving
- Logs, assigns, updates, and resolves incidents and service requests in the Incident Management System (ServiceNow) with high accuracy and efficiency
- Targets a high first-contact resolution rate by applying deep technical expertise and knowledge of enterprise systems
- Prioritizes and resolves issues related to Microsoft Office, Windows OS, remote access tools, and enterprise applications with minimal supervision
- Responds to and completes service requests such as password resets, user provisioning, access requests, printer mapping, and other operational support tasks with a high level of accuracy and attention to detail
- Reviews and updates request workflows and documentation to reflect current processes and improve efficiency
- Investigates root causes of recurring incidents; designs and implements preventive measures to reduce service desk volume
- Identifies areas of improvement in processes, technologies, and workflows; proactively recommends solutions
- Develops scripts, automation, or standard operating procedures to reduce manual work and increase consistency
- Monitors ServiceNow and system dashboards for patterns or trends that could indicate emerging issues
- Escalates potential widespread or critical issues before user impact occurs
- Participates in problem reviews and change control meetings to ensure service continuity
- Delivers empathetic, professional, and solutions-oriented support to all users, including during high-stress or emotionally charged interactions
- Maintains regular communication with users throughout the incident lifecycle, especially for escalated or delayed issues
- Promotes a positive image of the IT Service Desk through consistent, high-quality service and communication.
- Participates actively in cross-functional I&O team meetings to stay aligned on changes, incidents, and service delivery goals
- Reviews ITS morning meeting outputs and evaluates their potential impact on user support or service desk operations
- Acts as a liaison between the service desk and other IT functions, communicating user feedback and systemic issues
- Assists in training and mentoring Level I technicians to improve team skill level and consistency
- Contributes to and maintains the internal knowledge base with solutions, workarounds, and troubleshooting guides
- Provides input on service desk metrics, SLA reporting, and service improvement initiatives
- Keeps peers and end users informed of known issues, service outages, change implementations, and resolution progress
- Documents all troubleshooting steps and resolutions clearly and thoroughly in the ticketing system
- Maintains awareness of updates and changes in the IT environment and communicates relevant information to stakeholders
- Stays current with industry trends, technologies, and support best practices relevant to the supported environment
- Completes technical and interpersonal development training to continuously improve performance and service quality
Qualifications
About You:
- You consistently deliver high-quality work with attention to detail and a strong sense of ownership
- You excel at diagnosing and resolving complex technical issues and enjoy a hands-on, analytical approach to solving problems
- You have advanced proficiency with Microsoft Office Suite, Windows operating systems, remote access technologies, and enterprise IT tools
- You communicate clearly and professionally, both verbally and in writing, with users, peers, and leadership
- You are highly organized, with excellent time management and prioritization skills to manage competing tasks and deadlines
- You take initiative, follow through on commitments, and demonstrate accountability in your work
- You bring leadership qualities to the team, supporting and mentoring others, managing small projects or initiatives, and contributing to process improvements
- You are capable of setting clear goals and aligning your work with team and organizational objectives
- You thrive in collaborative environments and contribute to cross-functional efforts that improve overall service delivery and user satisfaction
- You actively seek out opportunities to expand your knowledge and stay current with evolving technologies and best practices in IT support
- This is a hybrid position with 3 days in office and 2 remote; Schedule is subject to the manager's discretion
Compensation of $27 per hour, depending on the experience.
Hard work pays off. See what you'll get for your effort:
Financial Security
- 401(k) with company match
- Employee Stock Purchase Plan (ESPP)
- Life insurance
- Short-term and Long-term disability
Health and Wellness
- Medical, dental, and vision insurance
- Dependent care and medical flexible spending accounts
- Employee Assistance Program (EAP)
Work/Life Balance
- Paid time off
- Paid holidays
- Family and medical leave
- Paid sick time
We meet your commitment with competitive pay and benefits. If this sounds like you, let's talk. Build your career with MasTec!
MasTec, Inc. is an equal employment opportunity employer. The Company's policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, sexual orientation, gender identity, religion, national origin, age, disability, genetic information, military status, or any other consideration made unlawful by applicable federal, state, or local laws. The Company also prohibits harassment of applicants and employees based on any of these protected categories. It is also MasTec's policy to comply with all applicable state, federal and local laws respecting consideration of unemployment status in making hiring decisions.
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