IT Support Technician II
About The Position
The IT Support Technician II delivers advanced Tier 2 support to strengthen IT stability, performance, and operations at the Western Reserve Area Agency on Aging. The role resolves complex escalations, maintains service quality, mentors junior staff, and supports IT initiatives. The ideal candidate has hands-on Microsoft Intune administration experience, relevant IT support experience, technical expertise, strong troubleshooting and problem-solving skills, and effective communication and interpersonal skills. The technician partners with the IT Manager and Chief Information Officer to support efficient operations, high service standards, and a positive end-user experience. The role is primarily onsite at the agency’s office in North Olmsted, Ohio.
Requirements
- Associate or bachelor’s degree in information technology, computer science, or a related field.
- At least 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 Microsoft Intune or another mobile device management (MDM) platform, device imaging and deployment, and user account administration.
- Experience with network administration and firewall 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 and a strong customer service mindset.
- Ability to prioritize, manage multiple tasks, and operate with minimal supervision.
- Reliable transportation for occasional offsite support or hardware transport.
Nice To Haves
- Experience with Freshdesk or similar ticketing systems.
- Familiarity with cybersecurity best practices and endpoint security tools.
- Experience with audiovisual tools such as OBS, Yealink, IP cameras, and smart displays.
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 ticket 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 annual professional development and training funds.
- 401(k) program with company match.
- Paid parking in a covered parking garage.
- Medical, dental, and vision benefits.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
