IT Support Specialist II

COG Research Foundation, LLC (Research Foundation) is a California 501(c)(3) entity founded in 2024 to serve as a fiscal sponsor to support research programs by providing legal, fiduciary, and administrative oversight for the program. The Research Foundation serves as the fiscal sponsor for the Children’s Oncology Group (COG). COG, a member of the National Cancer Institute (NCI) National Clinical Trials Network (NCTN), is the world’s largest organization devoted exclusively to childhood and adolescent cancer research. COG unites over 13,500 experts in childhood cancer at more than 220 leading children’s hospitals, universities, and cancer centers across the United States, Canada, Australia, New Zealand, and Saudi Arabia to conduct more than 50 active clinical trials, with approximately 9,500 participants registered each year in the fight against childhood cancer. Position Summary All staff are employed through the Research Foundation. This role will be in service to the Research Foundation. The IT Support Specialist II is responsible for delivering exceptional technical support and customer service. As a member of the IT Operations team, this position serves as the primary point of contact for end-user technology support, independently resolving the majority of end-user technical issues while enabling a secure, reliable, and productive digital workplace. This position supports Microsoft 365 services, managed endpoint technologies, identity and access management, cloud-based business applications, collaboration platforms, and virtual desktop environments. Working closely with other members of IT Operations, the IT Support Specialist II maintains technology standards, improves the user experience, and escalates specialized infrastructure, networking, systems administration, and cybersecurity issues when appropriate. This is a non-exempt and full-time position (40 hours per week). The COG Research Foundation, LLC is a 100% remote employer, though some travel may be required. Employee must reside within the United States. Full pay range for this position: $31.03 – $44.43 per hour. The typical hiring range for this position is from $31.03 (minimum) to $37.73 (midpoint) per hour. The starting pay is determined based on the candidate’s knowledge, skills, experience, as well as budget availability. Essential Duties and Responsibilities End- User Services

• Serve as the primary point of contact for end-user technology support while delivering exceptional customer service.
• Receive, prioritize, troubleshoot, and resolve incidents and service requests submitted through the IT service management platform and other approved support channels.
• Independently diagnose and resolve the majority of day-to-day technology issues while maintaining ownership through successful resolution.
• Troubleshoot Microsoft Windows endpoints, Microsoft 365 applications, virtual desktop environments, endpoint devices, peripheral devices, remote connectivity, and approved business applications.
• Escalate infrastructure, networking, systems administration, cybersecurity, and application issues to the appropriate IT Operations team members while maintaining communication with the end user.
• Communicate technical information in a professional, user-friendly manner appropriate to the individual's level of technical knowledge.
• Document incidents, troubleshooting activities, resolutions, and recommendations within the IT service management platform.
• Consistently meet established service levels while supporting a fully remote workforce.
• Promote a positive customer experience through professionalism, responsiveness, accountability, and effective follow-through. Microsoft 365 & Cloud Services
• Provide technical support for Microsoft 365 applications and services, including Outlook, Teams, SharePoint Online, OneDrive, Microsoft 365 Apps, Teams Phone, and other approved collaboration platforms.
• Troubleshoot authentication, licensing, synchronization, permissions, collaboration, and application-related issues.
• Administer user licenses, shared mailboxes, distribution groups, and access requests in accordance with established procedures.
• Support approved cloud-based business applications and coordinate with vendors or application owners when advanced troubleshooting is required.
• Assist employees in effectively utilizing Microsoft 365 technologies to improve productivity and collaboration.
• Assist with implementing new Microsoft 365 features and services while supporting organizational technology initiatives. Identify & Endpoint Management
• Configure, deploy, maintain, and troubleshoot organization-issued laptops, virtual desktop environments, mobile devices, peripheral devices, and related managed endpoint technologies.
• Administer user accounts within Microsoft Entra ID, Active Directory, Microsoft 365, Microsoft Intune, and other approved identity platforms.
• Manage password resets, multifactor authentication, endpoint enrollment, device compliance, software deployment, and user provisioning activities.
• Coordinate technology onboarding and offboarding activities, ensuring users receive appropriate equipment, software, access, and security configuration.
• Maintain accurate technology asset inventory and equipment lifecycle records. Security & Compliance
• Support organizational cybersecurity initiatives by following established security standards, policies, and procedures.
• Assist with endpoint security, identity protection, multifactor authentication, secure remote access, and endpoint compliance activities.
• Recognize, document, and promptly escalate suspected phishing attempts, malware infections, unauthorized access attempts, and other security-related incidents.
• Protect confidential, proprietary, financial, personnel, research, and other sensitive organizational information while performing assigned responsibilities.
• Participate in remediation activities and security improvement initiatives as directed. User Education
• Educate users on Microsoft 365 features, collaboration tools, and approved business applications.
• Promote technology best practices that improve productivity and user effectiveness.
• Reinforce organizational cybersecurity awareness by educating users on phishing, password security, multifactor authentication, and other security practices.
• Develop and maintain user guides, quick reference materials, and knowledge base content that improves self-service capabilities.
• Encourage effective and secure use of organizational technology resources. Operational Support
• Develop and maintain technical documentation, knowledge base articles, standard operating procedures, and service documentation.
• Identify recurring issues and recommend improvements that enhance service quality, operational efficiency, and the overall user experience.
• Participate in technology deployments, software implementations, system upgrades, testing activities, and departmental initiatives.
• Collaborate effectively with systems administrators, network engineers, cybersecurity personnel, vendors, and application owners.
• Maintain current knowledge of Microsoft technologies, cloud services, endpoint management, cybersecurity best practices, and emerging technologies relevant to the organization's environment. Other
• Collaborate with organizational departments to understand business needs and deliver effective technology solutions.
• Promote teamwork, accountability, professionalism, and continuous improvement throughout the IT Operations department.
• Participate in departmental meetings, technology planning activities, and professional development opportunities.
• May conduct occasional travel to Arcadia, CA and Los Angeles, CA if the telecommute work location is within the greater Los Angeles area.
• Perform other duties as assigned. Qualifications To perform this job successfully, an individual mus