IT Support Technician - Tier 2 (Hybrid)

Classic Collision•Atlanta, GA

2d•Remote

About The Position

The Tier 2 IT Support Technician provides advanced technical support for imaging, configuring, and troubleshooting laptops, peripherals, and system builds according to specific requirements. Responsible for managing and resolving support tickets during downtime, this role ensures minimal disruption to business operations by efficiently addressing hardware, software, and connectivity issues beyond Tier 1 capabilities. The technician documents all support activities accurately, escalates complex problems when necessary, and contributes to maintaining high service standards through collaboration with the IT team. Strong problem-solving skills, effective communication, and the ability to adapt in a fast-paced environment are essential.

Requirements

Must possess a high school diploma or GED.
Minimum of 2 years of experience directly related to the listed duties and responsibilities is preferred.
Proficiency in imaging, reimaging, and configuring laptops and peripheral devices according to specifications.
Ability to troubleshoot hardware, software, and connectivity issues efficiently.
Experience using ticketing systems to document, track, and resolve technical issues.
Willingness to assist with special IT projects and support team efforts as needed.

Nice To Haves

Technical certifications, formal training, or college coursework in IT-related fields are a plus.
Equivalent higher education and/or experience may be considered on a year-for-year basis.

Responsibilities

Respond to user inquiries and provide technical support through phone, email, and service desk requests.
Troubleshoot and resolve hardware, software, and connectivity issues using a structured approach that includes problem identification, research, resolution, and follow-up.
Investigate and resolve escalated technical issues beyond Tier 1 capabilities, leveraging in-depth analysis and available resources.
Document and track support tickets accurately to ensure timely resolution and adherence to service level agreements.
Provide advanced support for desktop systems, servers, and mainframe applications to ensure minimal disruption to end-user productivity.
Determine when to escalate issues to Tier 3 support based on complexity and impact.
Reproduce reported problems to identify root causes and validate fixes.
Create and maintain technical documentation and knowledge base articles to support continuous learning and reference.
May participate in training programs related to Critical Incident Response, Account Management, or Problem Management.