Regional IT Support Specialist-Tier 2

Welch Packaging Group•Glasgow, KY

8d•Onsite

About The Position

The IT Support Specialist (Tier 2) provides advanced technical support and hands-on, on-site assistance for assigned regional facilities, resolving escalated issues and supporting infrastructure and low-voltage systems. This role will require the ability to travel regionally to locations such as Glasgow, KY, Lebanon, TN, Morristown, TN, Lexington, TN, or Chattanooga, TN.

Requirements

High School Diploma or Equivalent Required
Advanced desktop and hardware support experience
Active Directory administration
Microsoft 365 administration
SIP-based phone system support
Device imaging and deployment experience
Ability to travel to regional sites
Low-voltage cabling experience

Nice To Haves

Strong written and oral communication.
Organization and attention to detail.
Analytical and problem-solving skills.
Time management.
Systems analysis.
Mathematical and deductive reasoning.
Critical thinking.

Responsibilities

Resolve escalated Tier 2 tickets involving complex hardware, software, or network issues
Provide answers to clients by identifying problems, researching answers, and guiding clients through corrective steps.
Provide on-site support to assigned regional facilities
Install and maintain workstations, printers, scanners, phones, and peripherals
Perform minor low-voltage cabling and patching tasks
Support SIP-based phone systems
Image and deploy devices
Maintain documentation for site configurations and assets
Participate in after-hours and on-call rotation as needed
Travel to remote sites within the assigned region (including after hours or as needed)
Periodic visits to sites for health checks