IT Tier II Support Technician
About The Position
This is a hands-on, problem-solving role for someone who enjoys digging into complex IT issues and seeing them through to resolution. As a Tier II Support Technician, you’ll serve as the escalation point for technical challenges, working closely with system administrators, and vendors to keep systems running smoothly. This role is fast-paced, highly visible, and essential to daily operations—you’ll interact with staff across the organization and play a key role in delivering reliable, secure IT support. What the Job Is Really Like You’ll handle a mix of planned work and unexpected issues daily Some problems will require deep investigation and persistence You’ll be switching between tasks and priorities frequently You’ll work closely with both technical teams and non-technical staff Strong communication is just as important as technical skill
Requirements
- High School Diploma or equivalent (required)
- 2–4 years of IT support experience (Tier I or II preferred)
- Associate degree in IT or related field (or equivalent experience)
- Experience in enterprise, nonprofit, healthcare, or education environments preferred
- Reliable transportation (local travel required)
- Strong troubleshooting and analytical problem-solving skills
- Experience supporting Windows 10/11 and Microsoft 365
- Working knowledge of Active Directory / Azure AD
- Understanding of basic networking (TCP/IP, DNS, DHCP, VPN)
- Ability to explain technical issues to non-technical users
- Organized, detail-oriented, and customer-service focused
- Comfortable working both independently and as part of a team
- 1 to 2 years minimum experience in technical support with computer hardware, operating systems, productivity software, Microsoft 356, networking, printers, and PC peripherals.
- Valid drivers license, automobile insurance and reliable transportation required for local site to site travel.
- Certifications required within 30 days of hire: CPR/AED & First Aid, New Employee Orientation.
- Online prehire trainings required.
- Excellent interpersonal, communication, and problem-solving skills.
- Ability to relate and communicate effectively to diverse groups of people from all social and economic segments of the community.
Nice To Haves
- CompTIA A+, Network+, or Security+
- Microsoft certifications (MD-102, MS-900, or similar)
- ITIL Foundation
- Networking and Microsoft certifications preferred.
Responsibilities
- Serve as escalation support for Tier I technicians
- Troubleshoot advanced hardware, software, and network issues
- Support Windows environments and Microsoft 365 applications
- Manage user accounts in Active Directory / Azure AD
- Assist with network troubleshooting (VPN, Wi-Fi, connectivity issues)
- Install, configure, and maintain devices and peripherals
- Identify recurring issues and recommend long-term solutions
- Coordinate with Tier III support and external vendors
- Track, document, and communicate resolutions clearly to users
- Support equipment deployment, replacement, and inventory
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
11-50 employees
