IT Support Technician - Tier II

Lightspeed DMS • South Jordan, UT

2d

About The Position

As an IT Support Technician - Tier II, you will serve as an escalation point for complex technical issues that go beyond initial Tier I troubleshooting. You will provide advanced support for hardware, software, network, and infrastructure issues, while mentoring Tier I technicians and contributing to the maturity of the IT support function. The role is suited to an experienced technician ready to deepen technical expertise and take greater ownership of systems and processes.

The position includes advanced end-user support; intermediate or administrative Microsoft 365 administration; device, endpoint, and network support; identity and account management; escalated ticket management; documentation and knowledge-base maintenance; mentorship and team support; participation in IT projects and continuous improvement; and continued learning and development.

Lightspeed provides cloud-based dealership management software for powersports, marine, RV, trailer, and golf car dealerships. Applicants must be authorized to work in the U.S.

Requirements

• 3–5 years of experience in a help desk, technical support, or IT support role, including experience handling escalated issues.
• Solid understanding of Windows operating systems, Windows Server fundamentals, and common business applications.
• Intermediate to advanced experience administering Microsoft 365, including Exchange Online, Teams, SharePoint, and OneDrive.
• Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
• Experience administering Entra ID (Azure AD) and/or Active Directory, including user, group, and access management.
• Strong customer service skills and ability to explain technical concepts clearly to non-technical users.
• Demonstrated ability to mentor or guide junior team members.
• Excellent organizational skills and ability to manage multiple escalations and priorities simultaneously.
• Strong problem-solving skills, with a focus on root-cause analysis rather than temporary fixes.
• Must be authorized to work in the U.S.

Nice To Haves

• CompTIA Network+ or Security+ certification.
• Microsoft 365 Certified: Modern Desktop Administrator Associate certification or equivalent.
• ITIL Foundation certification.
• Experience with endpoint management or MDM tools such as Microsoft Intune.
• Basic scripting experience, such as PowerShell, for automating routine tasks.
• Experience with ticketing systems such as ServiceNow, Jira Service Desk, or Zendesk in an escalation or lead capacity.
• Familiarity with basic server administration and virtualization concepts.
• Associate's or Bachelor's degree in Information Technology or a related field.

Responsibilities

• Serve as the escalation point for Tier I technicians on complex or unresolved hardware, software, and connectivity issues.
• Diagnose and resolve Tier II technical issues, including recurring problems requiring root-cause analysis.
• Handle escalated or sensitive support requests professionally while minimizing disruption to business operations.
• Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint, and OneDrive.
• Configure and troubleshoot mailbox permissions, distribution lists, shared mailboxes, and mail flow rules.
• Support conditional access policies, multi-factor authentication, and license assignment and management.
• Troubleshoot advanced Windows, Linux, and Mac desktop, laptop, and server issues, including performance and configuration problems.
• Manage endpoint deployment, imaging, and configuration using endpoint management tools such as Intune.
• Diagnose and resolve network connectivity issues involving VPN, Wi-Fi, DNS, and DHCP, escalating to Network or Systems Administrators when needed.
• Support printers, AV, and conference room technology, including root-cause troubleshooting for recurring hardware issues.
• Administer user accounts, groups, and permissions in Entra ID (Azure AD) and Active Directory, including complex access scenarios.
• Support identity-related projects such as group policy updates, conditional access changes, and access reviews.
• Audit account and permission changes for accuracy and compliance with security policies.
• Manage a queue of escalated tickets, ensuring timely resolution and clear documentation.
• Review and guide Tier I ticket handling, providing feedback and coaching as needed.
• Escalate complex infrastructure or systems issues to Systems Administrators or IT Management with clear context and troubleshooting history.
• Create, review, and maintain advanced support documentation and knowledge-base articles.
• Standardize troubleshooting procedures and best practices across the IT support team.
• Identify documentation gaps and work with Tier I staff to keep resources current.
• Mentor and train Tier I Support Technicians in technical and customer service skills.
• Act as a technical resource and point of escalation for the Tier I team.
• Contribute to onboarding and training materials for new IT support staff.
• Participate in IT projects such as system migrations, software rollouts, and infrastructure upgrades.
• Identify opportunities to automate or streamline recurring support tasks.
• Assist with equipment lifecycle management, including onboarding and offboarding, inventory, and large-scale hardware deployment.
• Stay current with company systems, tools, security practices, and emerging technologies.
• Pursue relevant certifications and training to grow technical expertise.
• Provide guidance and mentorship to junior IT staff as part of ongoing professional development.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed