IT Support Technician - Level 2

Contec, Inc.•Spartanburg, SC

About The Position

The IT Service Technician - Level 2 role is to plan, design, develop, and launch efficient information systems and operations systems in support of core organizational functions. Along with providing Level 2 support, this position also provides Level 1 helpdesk support and backup support for systems and network administration as needed.

Requirements

Associates’ degree in Information Technology or related fields preferred; one (1) to two (2) years related experience and/or training; or an equivalent combination of education and experience.
Demonstrated knowledge and working experience in the following areas is required:
General PC imaging and troubleshooting.
Microsoft PC and Server Operating Systems.
Microsoft Office suites and Office 365.
Mobile devices including IOS and Android based systems.
IT Frameworks (i.e., COBIT, ITIL, CIS, etc.).
Wired and wireless network systems and protocols (i.e., DHCP, DNS, 802.11, 802.1q, VLANs Routing, and LACP).
Active Directory and Group Policies
AAA and Multifactor Authentication.

Nice To Haves

Demonstrated knowledge of networking authentication protocols and working experience in deploying and troubleshooting 802.1x authentication with RADIUS for wired and wireless NAC solutions is a plus.

Responsibilities

Provides Level 1 support for users that includes, but is not limited to, the following: Desktop/laptop imaging, setup, and troubleshooting
Printer setup and troubleshooting
Messaging support
Mobile device support and troubleshooting (includes tablets and mobile phones)
VoIP phone system support and troubleshooting.
Provides Level 2 support for users that includes, but is not limited to, troubleshooting and resolving issues related to:
Management of Active Directory (AD) tasks, including the creation of secure groups, troubleshooting of Group Policy issues (e.g., printer deployment), and management of Domain Trust Relationships.
Virtual Local Area Network (VLAN) connectivity issues.
Multifactor Authentication (MFA) issues.
Networking support (i.e., DHCP, DNS, access control lists, etc.)
Ensures the timely completion of all assigned Requests for Support submitted through the IT department’s ticketing system, as well as the documentation of all action steps taken to resolve the request.
Deploys patch updates for Windows Server infrastructure using Group Policy and Windows Server Update Services (WSUS).
Creates and audits security policies for IT systems. Maintains awareness of changes in security practices and new threats.
Maintains and configures wireless handheld scanning devices.
Documents processes for repeatability and consistency.
Leads Contec IT projects involving internal and external resources. Ensures accountability and timely delivery across all contributors.
Maintains relationships with third party IT vendors. Ensures accurate documentation of services rendered and any related communications.
Participates and works within ISO 9001 quality standards guidelines in accordance with Contec’s quality goals.
Others may be assigned.