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L2 Digital Specialist - IT

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Job Title:                    L2 Digital Specialist

Department:            Information Technology

Reports To:               Director of IT

Status:                       Full-Time, Exempt

Date:                          10/10/2025

Broad Responsibilities: Provide advanced technical support for digital platforms, applications, and services. Serve as an escalation point from L1 support, troubleshoot complex technical issues, and work closely with development and infrastructure teams to ensure optimal performance and availability of digital systems. Maintain system documentation, perform routine maintenance, and contribute to continuous improvement initiatives.

 

Main Duties & Responsibilities:


  1. Provide Level 2 technical support for digital platforms, web applications, mobile apps, and related digital services
  2. Diagnosing and resolving complex technical issues escalated from L1 support team within defined SLA parameters
  3. Perform root cause analysis on recurring incidents and implement preventive measures
  4. Monitor digital platform performance and proactively identify potential issues
  5. Perform routine maintenance tasks including updates, patches, and configuration changes
  6. Manage user access, permissions, and authentication for digital systems
  7. Maintain documentation of system configurations, processes, and troubleshooting procedures
  8. Work with development teams to reproduce, document, and escalate bugs or system defects
  9. Coordinate with infrastructure teams on server, network, and database-related issues
  10. Communicate technical information clearly to both technical and non-technical stakeholders
  11. Participate in incident management and change management processes following ITIL frameworks
  12. Contribute to knowledge base articles and internal documentation
  13. Mentor L1 support staff and shares technical expertise
  14. Stay current with emerging digital technologies and industry best practices

Skills and Qualifications 


  1. Bachelor’s degree in information technology, Computer Science, or related field, or equivalent work experience
  2. 3-5 years of experience in technical support or IT operations, with at least 1-2 years in a Level 2 capacity
  3. Relevant certifications preferred (ITIL Foundation, CompTIA A+, Microsoft Certified, or similar)
  4. Strong analytical and problem-solving abilities
  5. Excellent communication skills, both written and verbal
  6. Customer-service oriented mindset with ability to manage stakeholder expectations
  7. Ability to work independently and manage multiple priorities in a fast-paced environment
  8. Team player with collaborative approach
  9. Detail-oriented with strong organizational skills
  10. Strong understanding of web technologies (HTTP, HTML, CSS, JavaScript)
  11. Experience with content management systems (CMS) and digital experience platforms
  12. Familiarity with database concepts and basic SQL queries
  13. Knowledge of API integrations and web services (REST, SOAP)
  14. Experience with ticketing systems (ServiceNow, Jira, Zendesk, or similar)
  15. Proficiency in troubleshooting web browsers and browser developer tools
  16. Experience with monitoring and logging tools (Splunk, ELK, Application Insights, etc.)
  17. Basic scripting skills (PowerShell, Python, or Bash)
  18. Familiarity with cloud platforms (Azure, AWS, or GCP)
  19. Understanding of authentication protocols (SSO, SAML, OAuth)
  20. Knowledge of mobile platforms (iOS, Android) and responsive design principles


Physical Demands:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to sit for extended periods of time. This position is performed within an office environment whose duties are primarily performed behind a desk. Employees in this position frequently operate a computer, read and write, file and interact with others in person, over the phone, and via other devices. They move about within the office to access file cabinets, documents, office machinery, and other equipment. They may also have to do some light lifting of supplies and materials from time to time. Occasionally move objects weighing up to 20 lbs., and sometimes, but rarely, up to 50 lbs.

EEOC Statement:

We are an equal opportunity employer committed to building a diverse team and fostering an inclusive environment where employees feel empowered to bring their authentic selves to work. We welcome applications from all qualified candidates regardless of race, color, religion, gender identity, sexual orientation, national origin, age, disability status, or veteran status.

Benefits:

We offer full-time eligible employees affordable medical insurance, dental and vision benefits, along with a variety of voluntary insurance options. Our benefits package includes company-sponsored life insurance, a free employee assistance program, competitive paid time off, company holidays, and a 401k retirement plan with company match. Plus, enjoy access to discount programs for travel and entertainment and a location meal program. In addition, this position is bonus eligible. 

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