IT Technician (Tier 2) (24208)

Cantex Continuing Care Network•Carrollton, TX

1d•Hybrid

About The Position

The IT Technician (Tier 2) provides advanced technical support for enterprise-level users across Cantex Continuing Care Network. This role serves as the escalation point for issues unresolved by Tier 1, diagnosing and troubleshooting complex software, hardware, and network problems. The Tier 2 Technician supports Windows 10/11 systems, Azure AD, Office 365, and various clinical and business applications. Responsibilities include remote support, on-site visits, system configuration, hardware repair coordination, and knowledge base documentation. This position follows an 80/20 workflow: 80% remote support and 20% on-site support.

Requirements

Minimum 4 years of experience as an IT Technician, Desktop Support Engineer, or similar role
Hands-on experience with Windows 10/11, Active Directory, Azure AD, and Office 365 environments
Strong working knowledge of Office 365 applications (Word, Outlook, Excel)
Solid understanding of computer systems, mobile devices, and related technologies
Ability to diagnose and troubleshoot software, hardware, and network issues
Familiarity with remote desktop tools and help desk ticketing systems
Excellent problem-solving and communication skills
Ability to provide step-by-step technical guidance verbally and in writing
Ability to comply with all required health and safety protocols

Responsibilities

Research and identify solutions to software, hardware, and network issues
Diagnose and troubleshoot technical problems, including account setup, Windows configuration, Azure AD, and Office 365
Ask targeted questions to quickly identify root causes
Track issues through resolution within established service-level expectations
Create knowledge base articles and documentation for recurring issues
Provide remote support via phone, email, chat, and remote desktop tools
Escalate unresolved issues to internal teams when necessary
Deliver prompt, accurate feedback and communication to end users
Travel between office locations as needed to support on-site issues
Perform hardware repairs and coordinate warranty service requests
Use internal and external resources to provide accurate technical solutions
Log all issues accurately in the ticketing system
Prioritize and manage multiple open tickets simultaneously
Follow up with users to ensure full functionality after troubleshooting
Maintain positive, professional relationships with clients and team members