IT Support Tech II
About The Position
Provide senior-level technical support across corporate and branch locations for First Community Services and its supported organizations. Serve as a technical escalation point for IT Support Technicians. Proactively identify recurring incidents and inefficiencies and take initiative to implement lasting solutions through process improvements, automation, or documentation. Manage assigned incidents in ServiceNow across a range of hardware and software break/fix issues. Analyze technology in assigned locations for proper functionality and decision needs and upgrades. Purchase equipment within assigned level of authority. Manage assigned projects including lifecycle management of PCs, peripherals, and other infrastructure, new branch installations, and software rollouts such as Windows feature updates or application deployments/updates. Independently lead and successfully complete location installations. Identify, diagnose, and replace components such as RAM, storage drives, and UPS batteries. Provide endpoint management using Remote Management & Monitoring (RMM) tools such as MECM, NinjaOne, or similar. Travel within the assigned region for on-site troubleshooting and hardware installation. Act as remote hands for other First Community Services departments including physical inspection of ATMs, network equipment replacement, and inspection and troubleshooting of alarm systems. Participate in the on-call rotation and Disaster Recovery activities. Travel up to 75% for certain regions. Regular and predictable attendance and punctuality. Other duties as assigned. Position level is dependent upon experience and tenure.
Requirements
- At least 18 years of age
- High school diploma or equivalent
- 2+ years of Desktop Support or related experience
- Experience managing incidents through a ticketing system (ServiceNow or equivalent)
- Microsoft Windows operating systems, including the ability to run and interpret commands such as ping, ipconfig, net use, gpresult, and gpupdate experience
- Experience within Windows file and folder permissions including network and administrative shares
- Microsoft Management Console and key snap-ins: Event Viewer, Disk Management, Device Manager, Certificate Manager, Print Manager, Group Policy Editor, and Active Directory
- Ability to enabling, suspend, and recover BitLocker encrypted drives and managing recovery keys
- Experience navigating and making targeted edits in the Windows Registry
- Network cabling practices including termination, keystone punchdowns, tracing, and toning
- IP addressing, subnet masks, DHCP, DNS, and VPN functionality
- Expert knowledge of LAN/WAN concepts, VLANs, and network architecture
- OS imaging and deployment using MECM or similar tools
- Must possess a valid driver s license, current auto insurance, and have reliable personal transportation
- Must successfully pass background investigation according to company policy
- Must be able to get along with co-workers and work effectively in a team environment
Nice To Haves
- Associate degree in computer science or PC-related field preferred; equivalent experience accepted
- Industry certification preferred: CompTIA A+, Network+, or equivalent
- Prior experience in a multi-site or distributed IT environment a plus
- Prior experience mentoring or providing technical guidance to junior technicians a plus
Responsibilities
- Provide senior-level technical support across corporate and branch locations for First Community Services and its supported organizations
- Serve as a technical escalation point for IT Support Technicians
- Proactively identify recurring incidents and inefficiencies and take initiative to implement lasting solutions through process improvements, automation, or documentation.
- Manage assigned incidents in ServiceNow across a range of hardware and software break/fix issues
- Analyze technology in assigned locations for proper functionality and decision needs and upgrades
- Purchase equipment within assigned level of authority
- Manage assigned projects including lifecycle management of PCs, peripherals, and other infrastructure, new branch installations, and software rollouts such as Windows feature updates or application deployments/updates
- Independently lead and successfully complete location installations
- Identify, diagnose, and replace components such as RAM, storage drives, and UPS batteries
- Provide endpoint management using Remote Management & Monitoring (RMM) tools such as MECM, NinjaOne, or similar
- Travel within the assigned region for on-site troubleshooting and hardware installation
- Act as remote hands for other First Community Services departments including physical inspection of ATMs, network equipment replacement, and inspection and troubleshooting of alarm systems
- Participate in the on-call rotation and Disaster Recovery activities
- Travel up to 75% for certain regions
- Regular and predictable attendance and punctuality
- Other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
