IT Support Technician II - Service Desk

Mecklenburg County•Charlotte, NC

15h

About The Position

The IT Support Technician II provides technical support, analysis, and customer-focused service under general supervision. The role answers questions and resolves technology issues ranging from simple to complex; responds to incidents, requests, and inquiries; resolves tickets and escalates them as needed; and coordinates with end users and other IT teams. Support is provided by telephone, email, face-to-face, video, and remote tools for internal customers experiencing hardware and software issues. The technician serves as an escalation point for Level I agents, maintains the Level II ticket queue, and leads or participates in IT projects. This is the second level of a three-part job series. The position supports operating systems, productivity software, enterprise applications, mobile devices, audio-video systems, and customer platforms including tablets, desktops, laptops, and zero clients. It also involves documenting incidents and resolutions, maintaining knowledge articles in the ServiceNow ITSM solution, following incident, request, and knowledge management policies, and contributing to training materials and user instruction. The role typically handles medium to large initiatives independently and may serve as a subject matter expert on complex work involving multiple agents or specialists. On-call after-hours and weekend support may be required. The salary range is $25.00 to $33.63 per hour. This is a non-exempt, hourly position. Pay rates are based on education, skills, experience level, and internal equity.

Requirements

At least three years of IT support experience, or an equivalent combination of training and experience.
High school diploma or equivalent.
May require a valid North Carolina or South Carolina driver's license.
Knowledge of computer operations procedures, operating systems, and platforms, including Windows 11.
Knowledge of Microsoft 365, Chrome, OneDrive, and other desktop applications as needed.
Knowledge of personal computers, local area networks, and wide area networks.
Knowledge of computer hardware, including motherboards, CPUs, chipsets, memory, printers, and peripherals.
Knowledge of Apple iOS and basic device-support procedures.
Knowledge of audio-video systems, including Logitech Roombars.
Knowledge of desktops, laptops, tablets, thin clients, and zero clients.
Knowledge of tools and technology used in ITIL and ITSM environments.
Ability to research continually to enhance technical knowledge and perform complex troubleshooting and critical thinking.
Adaptability in new and emergency situations, including under stress.
Strong communication, attention to detail, and customer-service skills.
Ability to contribute to team goals, collaborate effectively, and maintain good working relationships.
Ability to communicate information clearly through a variety of media and engage audiences.
Ability to prioritize customer needs and implement service practices that meet customer and organizational needs.
Ability to maintain current technical and professional knowledge and keep up with developments and trends.
Ability to plan and organize work efficiently for oneself and others.
Ability to manage conflict and reduce tension using appropriate interpersonal approaches.
Proficiency in various computer programs, including Microsoft Office, and typing.
Ability to meet the stated physical demands, including moving about, operating computer or office equipment, occasionally climbing a ladder and positioning oneself to maintain equipment, and carrying or moving equipment weighing up to 50 pounds.

Nice To Haves

Associate degree in Computer Science, Information Systems, or Business Administration.
HDI Customer Service Representative (HDI-CSR) certification.
HDI Support Center Analyst (HDI-SCA) certification.
HDI Desktop Advanced Support Technician (HDI-DAST) certification.
Knowledge Centered Support Foundation (KCSF) certification.
IT Information Library Foundations Certification (ITIL) v4.
CompTIA A+ certification.
CompTIA Network certification.
CompTIA Security+ certification.
Microsoft 365: Modern Desktop Administrator Associate certification.

Responsibilities

Assist customers with computer hardware and software, audio-video systems, printing, installations, enterprise applications, email, and operating systems.
Perform First Contact Resolution (FCR).
Maintain records of daily data communication transactions, problems, and remedial actions.
Provide operational support for tablets, desktops, laptops, and zero-client hardware.
Support enterprise software, including Microsoft 365 and Windows operating systems.
Analyze and clearly communicate issues requiring IT strategic decisions, in writing and orally.
Develop and maintain knowledge articles in the Knowledge Management Database using the ServiceNow ITSM solution.
Collaborate on training materials and procedures, or train users in the proper use of hardware or software.
Serve as a departmental escalation point and an escalation point for Level 1 agents.
Communicate and engage effectively with clients and team members in person, by video, and by phone.
Provide support for operating systems, productivity software, hardware, mobile devices, and other internally used applications.
Troubleshoot and resolve end-user hardware and software issues by telephone, email, and remote tools.
Research, resolve, respond to, and document end-user inquiries.
Follow Incident Management, Request Management, and Knowledge Management policies.
Manage time and multitask independently and as part of a team; monitor and maintain the Level II ticket queue and identify process-improvement opportunities.
Lead or assist with IT-related Service Desk projects and handle medium to large initiatives or assignments independently.
Provide on-call after-hours and weekend support when required.
Perform other related duties as required.