IT Support Technician II
About The Position
The IT Support Technician 2 is responsible for providing advanced Tier 2 support and assisting with the stability, performance, and continuous improvement of IT operations at the Western Reserve Area Agency on Aging. This role serves as a key escalation point for complex technical issues and plays a critical role in maintaining service quality, mentoring junior staff, and supporting IT initiatives. The IT Support Technician 2 works closely with the IT Manager and CIO to ensure efficient operations, high service standards, and a positive end-user experience. This position is primarily located onsite at the Western Reserve Area Agency on Aging office.
Requirements
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field required.
- 4+ years of experience in an IT support or helpdesk role
- Strong troubleshooting skills across Microsoft 365, Windows 10/11, Windows Server, and iOS environments
- Experience with device imaging, deployment, mobile device management (MDM), and user account administration
- Proven ability to handle escalated technical issues independently
- Experience analyzing ticket trends and improving support processes
- Strong documentation skills and attention to detail
- Excellent communication skills with a strong customer service mindset
- Ability to prioritize, manage multiple tasks, and operate with minimal supervision
- Experience with Freshdesk or similar ticketing systems
- Familiarity with cybersecurity best practices and endpoint security tools
- Reliable transportation required for occasional offsite support or hardware transport
Nice To Haves
- Experience with audiovisual tools such as OBS, Yealink, IP cameras, and smart displays is a plus
Responsibilities
- Provide advanced Tier 2 technical support for hardware, software, network, and system-related issues
- Act as an escalation point for complex or unresolved Tier 1 issues
- Troubleshoot and resolve issues related to Microsoft 365, Windows environments, mobile devices, and core business applications
- Lead device deployment efforts, including imaging, configuration, and lifecycle management
- Monitor and manage the Freshdesk ticketing system to ensure timely resolution, proper prioritization, and adherence to SLAs
- Analyze ticket trends and recurring issues; recommend and implement solutions to improve efficiency and reduce volume
- Maintain and improve documentation, including knowledge base articles, standard operating procedures, and asset inventory
- Support onboarding and offboarding processes with a focus on accuracy, security, and user experience
- Assist in maintaining system security, including MFA, access controls, and endpoint protection
- Support IT projects and initiatives, including system upgrades, migrations, and new technology deployments
- Provide guidance, mentorship, and technical support to IT Support Technician 1 and other team members
- Support and maintain A/V systems, conference room technology, and IP camera systems
- Coordinate with vendors for issue resolution, equipment support, and service requests
- Ensure operational continuity by proactively identifying risks and resolving issues before escalation
- Perform other duties as assigned in support of the agency’s IT infrastructure
Benefits
- Six-week PTO program
- Thirteen paid holidays
- $750.00 investment in professional development through a substantial, annual training funds allotment
- A 401K program with company match
- Paid parking in a covered parking garage
- Medical, Dental, Vision Benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
