IT Technician II

GOAT Group•Teterboro, NJ

1d•Onsite

About The Position

The IT Technician II position is a mid-level technical role responsible for delivering advanced end-user support, mentoring junior technicians, and supporting technology operations across multiple physical locations and business units (corporate, warehouse, retail, and remote teams). This role operates as a technical escalation point and trusted partner to IT leadership, with defined decision-making authority over software licensing, SaaS access approvals, and IT procurement requisitions within established policy and budget thresholds. The position reports to the Senior Manager, ITSM and works cross-functionally with HelpDesk, SysOPS, and business stakeholders.

Requirements

Experience working in an enterprise IT environment.
Experience supporting multiple locations or business units.
Experience with FreshService or other ITSM ticketing systems (required).
Experience with Okta or other identity providers (required).
Experience supporting executive-level employees.
Ability to multitask, prioritize, and work independently or collaboratively.
Strong written and verbal communication skills.
Proven commitment to exceptional customer service.
High attention to detail and flexibility with shifting deadlines.
Ability to lift heavy objects and support physical installations.
Flexibility to work evenings, weekends, and outside normal business hours as needed.
Participation in on-call rotations for critical issues.
Ability to travel internationally when required.

Nice To Haves

Experience with complex or custom AV solutions (preferred).
Strong understanding of SaaS licensing models and IT procurement processes (preferred).

Responsibilities

Provide Level 2 support for software, hardware, AV, identity management, networking, access requests, and device management.
Act as an escalation path for complex or unresolved issues beyond Level I scope.
Support warehouse, retail, and corporate technology systems, including environmental and network infrastructure.
Assist with onboarding and offboarding employees across multiple locations.
Provide technical support for special projects such as network installations, SaaS rollouts, and device management upgrades.
Support technology operations across multiple sites, including corporate offices, warehouses, retail locations, and remote teams.
Maintain awareness of location-specific technology needs, constraints, and timelines.
Travel domestically and internationally as required to support projects and operational needs.
Evaluate, recommend, and approve software and SaaS license requests in alignment with IT standards, security requirements, and budget guidelines.
Manage license allocation, renewals, and access provisioning to ensure cost efficiency and compliance.
Initiate and approve IT procurement requisitions for hardware, software, peripherals, and services within assigned approval limits.
Partner with IT leadership, Finance, and Procurement to forecast licensing needs and support vendor evaluations.
Ensure all procurement and licensing decisions adhere to IT policy, security standards, and audit requirements.
Create, maintain, and improve IT documentation for both technicians and end users.
Take ownership of defined reporting and analytics to communicate trends, risks, and performance to stakeholders.
Monitor and maintain IT inventory critical to day-to-day operations and ongoing projects.
Mentor and train Level I technicians, including documentation and process development.
Collaborate closely with HelpDesk, SysOPS, and ServiceDesk teams on cross-functional initiatives.
Support the Senior Manager, ITSM on critical projects, recurring issues, and operational improvements.
Serve as a backup for Level I technicians during PTO, high-volume periods, or special projects.