Level 2 IT Support Technician

Apprenticely • Little Rock, AR

25d • $55,000 - $75,000

About The Position

Are you a problem-solver who thrives in a dynamic environment? We are seeking a skilled and motivated Level 2 IT Support Technician to join our growing IT team. You will be the go-to expert for resolving complex technical issues that escalate beyond Level 1, ensuring our internal systems and users operate smoothly and efficiently. This is a hands-on role perfect for someone who enjoys both technical depth and customer interaction.

Requirements

• 3+ years of experience in a technical support role, with at least 1 year in a Tier 2/Level 2 or systems administration capacity.
• Proven expertise in: Microsoft 365 Suite administration & support (Exchange Online, SharePoint, other Office Products).
• Windows 10/11 support in a domain environment.
• Active Directory / Azure AD (user provisioning, group membership, OU management).
• Endpoint Management (NinjaOne).
• Networking Fundamentals (TCP/IP, DNS, DHCP, VPN, basic firewall concepts).
• Excellent troubleshooting methodology and the ability to research solutions independently.
• Strong customer service orientation with impeccable communication skills (written and verbal).
• Ability to manage multiple priorities and tickets in a fast-paced environment.
• Relevant certifications are a strong plus (e.g., Microsoft 365 Certified: Modern Desktop Administrator Associate, CompTIA Network+, ITIL Foundation).

Nice To Haves

• Experience with PowerShell scripting for automation.
• Knowledge of SaaS application support (e.g., ADP, Netsuite, PointClickCare, Zoom, Adobe Creative Cloud, etc.).
• Experience with a modern ticketing system (NinjaOne).

Responsibilities

• Serve as the primary escalation point for advanced technical support tickets from Level 1 staff and directly from end-users.
• Diagnose and resolve complex hardware, software, and network issues for Windows endpoints, mobile devices, and user accounts.
• Administer and support core systems: Microsoft 365/Azure AD, Active Directory (user/group management, GPOs), and enterprise applications.
• Manage and deploy laptops, desktops, and peripherals using endpoint management tools (NinjaOne).
• Support and troubleshoot network connectivity (wired/Wi-Fi).
• Document solutions in the IT knowledge base and improve processes for the support team.
• Participate in IT projects such as software rollouts, hardware refreshes, and system upgrades.
• Provide excellent, clear, and empathetic communication to non-technical staff.

Benefits

• Competitive salary and comprehensive benefits package (Health, Dental, Vision, 401k).
• Paid time off (3 weeks, 4 weeks after 5 years) and holidays.
• A clear path for career growth and professional development (training & certification support).
• A collaborative and supportive team environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees