IT Support Agent II

Progressive Machine & Design•Victor, NY

4d•$55,000 - $65,000

About The Position

The Level II IT Support Agent provides a single point of contact for internal employees and delivers advanced technical assistance and troubleshooting for hardware, software, and network-related issues. This role is a key member of the IT Support team and works closely with other IT teams to ensure timely resolution of complex technical problems. The ideal candidate possesses strong problem-solving skills, excellent communication abilities, and a solid understanding of IT systems and infrastructure.

Requirements

AS Degree in the field of information technology, or related fields or 3 to 5-years’ relevant work experience.
CompTIA A+ and/or Security+ or equivalent certifications preferred.
Combination of education and experience will be considered.
Experience providing technical support to non-technical users.
Technical knowledge of current protocols, operating systems, and standards associated with enterprise level hardware and software, including MS Windows, MS Office, Active Directory, and MS Entra
Experience supporting risk managed and secured networks.
Technical knowledge of desktop hardware.
Ability to operate tools, components, and peripheral accessories.
Ability to read and understand technical manuals, procedural documentation, and OEM guides.
Ability to read and understand business process documentation and requirements, and translate into technical requirements.

Nice To Haves

Knowledge of and/or familiarity with the Risk Management Framework (RMF), a plus but not required.

Responsibilities

Provide advanced technical support to internal employees via email, phone, and in-person, escalating issues as necessary to ensure timely resolution.
Diagnose and resolve hardware, software, and network problems, ensuring timely resolution.
Deploy and maintain desktop systems, software, and accurate inventory records.
Install, configure, and maintain workstations, iPhones, and related IT equipment.
Perform routine IT maintenance, monitoring, patch management, and system upgrades.
Assist with account administration, Active Directory management, and basic network troubleshooting.
Support IT projects, upgrades, deployments.
Document solutions, processes, and maintain up-to-date manuals and “how-to” guides.
Monitor critical systems for availability and assist in implementing IT security measures.
Provide end-user training and collaborate with IT team members on escalated issues.
Work closely with IT team members and take direction from the IT Department Manager.
Comply with safety procedures and perform other tasks as assigned by management.