IT - Solutions Tech II

Confluence Health • Wenatchee, WA

20h • Onsite

About The Position

Under the direction of IT Operations leadership, the IT Solutions Technician II provides second-level technical support for incidents and service requests escalated from Tech I or requiring more advanced troubleshooting. This role is responsible for diagnosing and resolving more complex hardware, software, device, and system issues, while also performing installation, configuration, maintenance, and support activities for end-user technologies. The IT Solutions Technician II works with increased independence, applies sound technical judgment in day-to-day support activities, and collaborates with cross-functional IT teams to restore service and improve support outcomes. This position also contributes to documentation, process improvement, knowledge sharing, and informal mentoring of less experienced technicians.

Requirements

• High School Diploma or equivalent.
• Three or more years of progressively responsible help desk, desktop support, or technical support experience; or an equivalent combination of education and experience with a minimum of one year help desk support.
• Washington State Drivers License.
• Strong customer service orientation with the ability to communicate professionally and effectively with users at all levels of the organization.
• Proven ability to diagnose and resolve moderately complex hardware, software, device, and system issues with limited supervision.
• Demonstrated problem-solving skills, including the ability to analyze issues, identify likely causes, and implement effective solutions within established support practices.
• Ability to prioritize work, manage multiple assignments, and adapt to changing priorities in a fast-paced environment.
• Strong verbal and written communication skills, including the ability to explain technical concepts to non-technical users and provide user education.
• Working knowledge of Windows operating systems, Active Directory environments, and fundamental networking concepts (e.g., TCP/IP).
• Experience configuring and supporting enterprise applications, including Microsoft 365 (Word, Excel, PowerPoint, Outlook, Teams).
• Knowledge and hands-on experience supporting end-user devices and peripherals, including PCs, printers, scanners, mobile devices, and related equipment.
• Ability to work independently with a high degree of initiative, sound judgment, and accountability for assigned work.
• Demonstrated ability to collaborate effectively within a team environment and support cross-functional IT efforts.
• Commitment to maintaining technical knowledge, learning new technologies, and meeting required certifications and training standards.
• Ability to meet on-call requirements, including availability, responsiveness, and proximity expectations associated with the primary work location.

Nice To Haves

• Bachelor's Degree in IT related field.
• Relevant IT certification.

Responsibilities

• Deliver high-quality customer service in a professional, courteous, and responsive manner across all interactions.
• Independently troubleshoot and resolve moderately complex hardware, software, device, and system issues escalated from Tech I or assigned directly to the role.
• Serve as a primary second-level support resource for IT-approved devices, applications, and systems within assigned areas of responsibility.
• Install, configure, upgrade, and maintain end-user devices, including PCs, laptops, printers, and related peripherals.
• Manage assigned incidents in accordance with IT policies, ensuring timely resolution, accurate documentation, and effective follow-up.
• Collaborate with Help Desk, IT teams, facility engineers, and vendors to resolve complex issues and support small projects.
• Participate in the on-call rotation to provide after-hours desktop support for critical incidents in accordance with established procedures, escalation protocols, and response expectations.
• Ensure adherence to system standards, including software compliance, device configurations, and imaging baselines.
• Contribute to continuous improvement by identifying recurring issues, recommending practical solutions, and assisting with development and maintenance of documentation, procedures, and standards.
• Support team development by sharing knowledge, assisting with onboarding and training of Tech I staff, maintaining current technical knowledge, and providing Help Desk coverage as needed.
• Performs other duties as assigned.
• Demonstrate Standards of Behavior and adhere to the Code of Conduct in all aspects of job performance at all times.

Benefits

• Medical, Dental & Vision Insurance
• Flexible Spending Accounts & Health Saving Accounts
• Paid Time Off
• Generous Retirement Plans
• Life Insurance
• Long-Term Disability
• Gym Membership Discount
• Tuition Reimbursement
• Employee Assistance Program
• Adoption Assistance
• Shift Differential

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED