Mid Level IT Support Jobs
Mid level it support jobs go to technicians ready to own helpdesk operations, mentor junior staff, and resolve escalated issues without constant supervision. Openings run across on-site, remote, and hybrid settings in Technology & Software, Consulting & Professional Services, and Manufacturing, with employers like Amazon, Ursus, and MicroTech Systems hiring at this level now.
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Overview:
The IT Support Specialist will be the primary IT contact within the assigned region and responsible for delivering end-to-end support in accordance with IT standards and service level agreements. By partnering with local management, end-users, and technology teams, the IT Support Specialist ensures all incidents and needs are documented in ServiceNow, analyzed, resolved, and reported back within acceptable timeframes. This role will travel as needed to other offices within the assigned region to provide support and training while serving as the hands-on technical point of contact for Group IT.
Responsibilities:
Key Results / Accountabilities expected from role
- Proactively promote IT Connect 24/7 Portal and provide guidance to end users on incident and service request creation and portal use
- Troubleshoot, resolve and/or escalate locally reported incidents in ServiceNow (IT Connect 24/7) that cannot be resolved remotely by the Service Desk
- Ensure that all communications (calls/chat/in person) are logged into IT Connect 24/7 and log any that are not to maintain complete and thorough documentation
- Monitor ServiceNow to provide level 1 & 2 onsite support or remote support to ensure operational problems are resolved in a timely manner
- Travel to other branch offices within designated BU as needed for onsite support and troubleshooting
- Respond to enquiries from clients and take ownership of user problems, while being proactive when dealing with user issues
- Assist with all IT support related Ad-Hoc requests ranging from software troubleshooting to hardware installations
- Be involved in global projects to support other IT teams
- Configure computer systems, mobile devices, and peripherals for local office
- Virtual stock management in ServiceNow platform for devices for local office
- Manage users and devices in SCCM/Intune or Active Directory to forecast computer systems usage and manage local spare devices
- Performing related activities resulting from the position held which are requested by management to ensure operational integrity
- Ensure all requests are dealt with adherence to company policy and procedures
- Contact with Suppliers/Vendors and check delivery/arrange support
- Partner with IT and business personnel to discuss the impact of incidents on products and services
- Proactively learn and train other staff members on new product and service technologies
- Maintain a high degree of customer service for all support queries and adhere to all service management principles and set SLA’s
- Always providing excellent customer service
Qualifications
Experience & Expertise
- 3+ years of experience with Service Desk support or an equivalent role
- Ability to assess and prioritize issues while organizing daily responsibilities
- Excellent verbal communication and customer service skills
- Attention to detail
- Ability to work collaboratively in a team environment
- Be directly accessible and responsive to users; especially remote employees with limited time
- Service-Now, ADUC, Microsoft Azure, Microsoft Office 365 experience preferred
- CompTIA certifications is a plus
Additional Information:
Salary Range: $54,000-$57,500 Actual salary will be based on a variety of factors including relevant internal and external experience, knowledge, skills, scope of job, geographical location or other factors permitted by law
Benefits:
- 401(k) + matching
- Health, Dental, Vision insurance
- Life insurance
- Paid time off (PTO)
- Holiday Pay
Keller is an Equal Opportunity Employer. We encourage qualified women, minorities, veterans, individuals with disabilities, and others to apply.
Equal Employment Opportunity
Overview:
The IT Support Specialist will be the primary IT contact within the assigned region and responsible for delivering end-to-end support in accordance with IT standards and service level agreements. By partnering with local management, end-users, and technology teams, the IT Support Specialist ensures all incidents and needs are documented in ServiceNow, analyzed, resolved, and reported back within acceptable timeframes. This role will travel as needed to other offices within the assigned region to provide support and training while serving as the hands-on technical point of contact for Group IT.
Responsibilities:
Key Results / Accountabilities expected from role
- Proactively promote IT Connect 24/7 Portal and provide guidance to end users on incident and service request creation and portal use
- Troubleshoot, resolve and/or escalate locally reported incidents in ServiceNow (IT Connect 24/7) that cannot be resolved remotely by the Service Desk
- Ensure that all communications (calls/chat/in person) are logged into IT Connect 24/7 and log any that are not to maintain complete and thorough documentation
- Monitor ServiceNow to provide level 1 & 2 onsite support or remote support to ensure operational problems are resolved in a timely manner
- Travel to other branch offices within designated BU as needed for onsite support and troubleshooting
- Respond to enquiries from clients and take ownership of user problems, while being proactive when dealing with user issues
- Assist with all IT support related Ad-Hoc requests ranging from software troubleshooting to hardware installations
- Be involved in global projects to support other IT teams
- Configure computer systems, mobile devices, and peripherals for local office
- Virtual stock management in ServiceNow platform for devices for local office
- Manage users and devices in SCCM/Intune or Active Directory to forecast computer systems usage and manage local spare devices
- Performing related activities resulting from the position held which are requested by management to ensure operational integrity
- Ensure all requests are dealt with adherence to company policy and procedures
- Contact with Suppliers/Vendors and check delivery/arrange support
- Partner with IT and business personnel to discuss the impact of incidents on products and services
- Proactively learn and train other staff members on new product and service technologies
- Maintain a high degree of customer service for all support queries and adhere to all service management principles and set SLA’s
- Always providing excellent customer service
Qualifications
Experience & Expertise
- 3+ years of experience with Service Desk support or an equivalent role
- Ability to assess and prioritize issues while organizing daily responsibilities
- Excellent verbal communication and customer service skills
- Attention to detail
- Ability to work collaboratively in a team environment
- Be directly accessible and responsive to users; especially remote employees with limited time
- Service-Now, ADUC, Microsoft Azure, Microsoft Office 365 experience preferred
- CompTIA certifications is a plus
Additional Information:
Salary Range: $54,000-$57,500 Actual salary will be based on a variety of factors including relevant internal and external experience, knowledge, skills, scope of job, geographical location or other factors permitted by law
Benefits:
- 401(k) + matching
- Health, Dental, Vision insurance
- Life insurance
- Paid time off (PTO)
- Holiday Pay
Keller is an Equal Opportunity Employer. We encourage qualified women, minorities, veterans, individuals with disabilities, and others to apply.
Equal Employment Opportunity
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Who's Hiring
Top Industries Hiring
- Technology & Software19
- Consulting & Professional Services8
- Manufacturing7
- Retail6
- Construction & Real Estate6
Mid Level IT Support Jobs: Frequently Asked Questions
How do I get a mid level it support job?
Position yourself around ownership, not just task completion. Highlight specific systems you administered end to end, incidents you resolved independently, and any junior staff you guided. Tailor your resume to show scope, not just duties. Mid level hiring managers want evidence you can handle escalations and reduce ticket volume without hand-holding, so lead with measurable outcomes wherever you can.
Which companies hire mid level it supports?
Companies hiring mid level it supports right now include Amazon, Ursus, and MicroTech Systems, based on current listings on Migrate Mate as of August 2026. Hiring at this level comes from a wide range of employers, including regional enterprises, healthcare networks, financial services firms, and managed service providers that need technicians who can work independently across layered environments.
Are there remote mid level it support jobs?
Yes, though availability varies by role type and employer. About 20% of mid level it support openings are remote or hybrid as of August 2026, with fully remote positions more common in software, SaaS, and managed services companies where infrastructure is cloud-based and on-site presence is less critical for day-to-day support work.
How do I move up to a mid level it support role?
Getting to mid level means going deeper, not just accumulating time. Build hands-on experience with network administration, endpoint management, and ticketing platforms. Take ownership of at least one recurring process or system in your current role. Certifications like CompTIA Network+ or Microsoft's associate-level credentials signal readiness. Employers look for technicians who have solved problems independently and can demonstrate measurable impact on resolution times or system reliability.
Which industries hire the most mid level it supports?
Mid Level it support roles concentrate in Technology & Software, Consulting & Professional Services, and Manufacturing, based on current listings on Migrate Mate as of August 2026. These sectors tend to run complex, distributed IT environments with large user bases, which creates consistent demand for mid level technicians who can own tier-two support queues and contribute to infrastructure projects beyond basic troubleshooting.