Technology Specialist II

Step into a Tier II role where you own the hard tickets, shape how IT operates, and keep our people productive with the technology they rely on every day. At Purple Wave, the Technology Specialist II is the escalation point when front-line support needs a deeper level of troubleshooting. You'll diagnose and resolve complex hardware, software, and access issues through root cause analysis, manage the full endpoint lifecycle from procurement and provisioning through deployment, maintenance, and secure decommissioning, and support the enterprise tools and SaaS platforms our teams depend on. Beyond the queue, you'll build and maintain technical documentation and knowledge base content, mentor Tier I staff to strengthen first-contact resolution, and contribute to IT projects and process improvements that raise the bar for service delivery across the organization. If you're an IT professional who enjoys digging into complex problems, standardizing how things get done, and helping others grow their technical skills, this is your opportunity to make an impact with Purple Wave! The Technology Specialist II delivers advanced support for escalated technical issues and serves as a key resource for both project execution and staff mentorship. This role bridges front-line operations with mid-level IT functions by resolving complex problems, managing device lifecycles, maintaining internal documentation, and supporting enterprise tools and platforms. The Specialist II also contributes to internal application support (e.g., the Field Tool), collaborates across departments, and helps drive improvements in service delivery and IT operations. Responsibilities: Respond to escalated Tier II support issues and resolve complex hardware, software, and network problems. Configure and deploy IT hardware and software; lead deployments and technology refresh cycles across offices and remote sites. Support endpoint configuration and management using MDM and related tools. Provide user support and ongoing maintenance for core SaaS applications and in-house platforms such as the Field Tool. Document issue resolutions and maintain SOPs and internal support knowledge base content. Coordinate with vendors for hardware warranty services and escalations. Support onboarding and offboarding processes, including account provisioning and system setup. Ensure adequate security configurations are in place for software and hardware that comply with industry standards. Mentor and assist Technology Specialist I team members in troubleshooting and daily task execution. Provide support for iOS, Android, and Microsoft Surface devices. Participate in departmental projects and initiatives under supervision. Actively monitor ticket queues and maintain escalation response accountability. Identify repetitive tasks and propose or implement automation solutions to improve workflow efficiency. Use scripting tools (e.g., PowerShell, Bash) to streamline IT operations and reduce manual effort. Undertake additional assigned duties as requested. Supervisory Responsibilities: None. Qualifications: High school diploma or GED required. 3+ years of technical support experience in enterprise environments. Proficiency with Windows, macOS, and mobile device platforms. Solid understanding of cloud-based tools and remote support technologies. Experience managing support tickets and workflows. Spanish speaking bi-lingual candidates are encouraged to apply. Candidates may be requested to complete position specific skills assessments. Applicants must be either a U.S. Citizen or eligible to work in the U.S. Requires the ability to satisfactorily complete a background check. Preferred Qualifications: Industry certifications (e.g., Network+, Apple ACSP, Microsoft MCP). Experience with mobile device management (MDM) platforms. Knowledge of field operations and application support in mobile environments. Recommended certification path: CompTIA Network+ Microsoft 365 Certified: Endpoint Administrator Associate ITIL Foundation Working Settings: Full-Time, Hourly, Non-Exempt, eligible for overtime. Office hours are 8am-5pm, Monday through Friday, overtime may be required to achieve due dates. Overtime is compensated in accordance with US Department of Labor requirements. Based in the Purple Wave headquarters in Manhattan, KS. Potential for 10% travel, should the need arise. Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times. Must be able to access various departments of a given location. Compensation: Hourly rate varies based on experience and qualifications, but typically ranges from $26.44 per hour to $40.38 per hour and is paid bi-weekly. Monthly Bonus Program - determined by the Company's monthly revenue result and are paid on a "percent to plan" payout formula (90% = $300, 100% = $600, 110% = $900, 120% = $1, 200). Monthly phone stipend in accordance with the Company's cell phone policy, currently $120/month. Health insurance, Dental insurance, and Vision insurance. 401(k) plan with an employer match up to 4% starting the first day of employment. Company-paid Life Insurance with options for supplemental coverage. Fully paid Short-Term Disability provided by the Company. 3 Weeks of PTO annually (details shared during onboarding). Employee Stock Purchase Program (ESPP) - Eligible to purchase company stock at a discount after 90 days of employment, with enrollment opportunities each May and November. #LI-LH1