IT Support Technician – Level 2

Landus•Rake, IA

23h•Hybrid

About The Position

The IT Support Technician is responsible for providing hands-on and remote IT support across Landus locations, with a strong emphasis on field-based technical work in industrial/ag environments. This role supports end users, installs and maintains network and camera infrastructure, and helps ensure reliable connectivity across facilities. The technician will provide hands-on support, diagnose technical problems, and contribute to improving overall IT service efficiency. Landus is committed to developing talent from within, and this role provides a strong foundation for career progression in IT.

Requirements

A bachelor’s degree (B.S./B.A.) in Computer Science, Information Technology, or a related field is preferred.
An associate’s degree in computer science or equivalent experience (3-6 years) with relevant IT certifications will also be considered.
Experience with a broad range of end-user technologies, including Windows, Microsoft 365 products, and remote desktop/terminal services.
Strong troubleshooting skills, diagnostic abilities, and customer service orientation.
Ability to apply technical knowledge effectively to resolve IT-related problems.
Ability to terminate network cable.
Excellent communication skills to assist and educate end users.
A valid driver’s license is required, as this role involves travel to various locations.
Employees must adhere to the organization's motor vehicle safety policy.

Nice To Haves

Experience with Genetec systems is a plus
Certifications such as CCNA, MCSE, MCTS, or ITIL are highly desirable but not required.

Responsibilities

Provide Level 2 IT support by answering Service Desk calls, monitoring the ticket queue, and resolving escalated issues
Assist Level 1 Support via phone and Microsoft Teams with advanced troubleshooting and guidance
Deliver in-person support at various Landus locations as needed
Clearly, concisely, and promptly document all work and customer interactions in the Kaseya AutoTask ticketing system
Ensure adherence to established service level agreements (SLAs)
Proactively communicate status updates and resolutions to end users
Travel to company locations to diagnose and resolve IT issues in office and industrial (grain elevator) environments
Install, configure, and troubleshoot network equipment including routers, switches, Access Points and wireless radio systems
Run, terminate, and test Cat5/Cat6 network cable
Install, configure, and maintain IP camera systems. Experience with Genetec systems is a plus
Assist with VoIP system setup, troubleshooting, and device deployment
Identify and address potential issues through routine site visits and proactive assessment
Recommend improvements to enhance network reliability and user experience across locations
Collaborate with internal IT teams to reduce recurring issues and improve support processes
Build strong working relationships with end users and department managers
Advocate for a seamless, efficient, and positive IT support experience
Partner with other IT teams (Backend, Dev/Data, OT/Automation) on escalated or complex issues
Participate in an on-call rotation (approximately every 4–5 weeks) to provide support after-hours as needed
Create and maintain clear documentation for technical processes, troubleshooting steps, and end-user self-help resources.
Develop documentation aimed at reducing recurring issues and improving first-call resolution.
Identify and implement process improvements that reduce ticket volume and drive overall productivity.