IT Support Technician II (2161)
About The Position
The primary responsibility of this position is to provide Tier I and Tier II technical support to end users as an active member of the IT Help Desk team. This role is responsible for handling incoming support requests through the call queue, ticketing system, email, and in-person interactions while delivering exceptional customer service and timely resolution of technology issues. The IT Support Technician II supports, deploys, maintains, and troubleshoots company workstations, mobile devices, printers, phones, applications, and related technology. In addition to providing frontline support, this role assists with asset lifecycle management, endpoint management, technical documentation, infrastructure projects, and serves as a technical resource for other members of the IT Support team.
Requirements
- Associate degree in Computer Science, Information Technology, or related field, or equivalent combination of education and experience.
- 2 - 4 years of enterprise IT support experience.
- Working knowledge of Windows 10/11, Microsoft 365 applications, Active Directory/Entra ID, networking fundamentals, printers, and endpoint hardware.
- Strong troubleshooting methodology and analytical problem-solving skills.
- Excellent verbal and written communication skills with a customer-first mindset.
- Ability to prioritize multiple requests and work independently while contributing to a team environment.
- Ability to quickly learn new technologies and adapt to changing business needs.
- Valid driver's license, acceptable driving record, and proof of automobile insurance.
- Ability to travel occasionally, including overnight travel, as required.
- Willing and able to work onsite.
Nice To Haves
- Experience supporting Microsoft Teams, mobile devices, and modern endpoint management solutions is preferred.
Responsibilities
- Provide Tier I and Tier II technical support to end users through the ticketing system, call queue, email, and in-person support.
- Own incidents from initial intake through resolution or appropriate escalation while maintaining excellent customer communication.
- Monitor assigned tickets to ensure timely resolution and adherence to service level expectations.
- Escalate complex issues to Systems Administrators or other IT resources when appropriate while providing complete troubleshooting documentation.
- Deploy, configure, troubleshoot, repair, and maintain desktops, laptops, printers, peripherals, mobile devices, and related hardware.
- Maintain accurate IT asset inventory throughout the equipment lifecycle.
- Support Microsoft 365 applications and services including Outlook, Teams, OneDrive, and other collaboration technologies.
- Assist with Entra ID, Active Directory, Intune, endpoint management, and basic account administration as assigned.
- Develop and maintain knowledge base articles, technical documentation, and standard operating procedures.
- Assist Systems Administrators with system maintenance, software deployments, and infrastructure projects.
- Coordinate equipment setup, office moves, and technology deployments at division offices and remote locations.
- Follow company IT security standards and report or escalate potential security incidents.
- Participate in the IT on-call rotation to provide after-hours, weekend, and holiday support as scheduled. Respond to critical incidents in accordance with established service level expectations.
- Maintain a high level of customer satisfaction through professional communication and technical expertise.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
