Technology Support II
About The Position
The Technology Support II role provides advanced technical support by diagnosing and resolving system and application issues, collaborating with stakeholders to identify root causes, and communicating solutions clearly. The position supports hardware and software installation, configuration, maintenance, and upgrades, while maintaining IT asset records and coordinating service needs, including telephony repairs or replacements. The team provides in-person end-user technical support through Tech Spots to minimize downtime and sustain productivity. It maintains IT infrastructure, including Windows and Mac workstations, and manages Active Directory. The team emphasizes clear communication, organizational change management, collaboration, knowledge sharing, automation, system reliability, and continuous improvement to deliver technical services aligned with business goals.
Requirements
- Bachelor’s degree in Engineering, Information Technology, Computer Science, or a related field, or 2 years of experience in technology, system management and integration, process design, or a related area.
- Experience in technical support and troubleshooting across IT infrastructure and information systems.
- Proficiency installing, configuring, and maintaining hardware, software, networks, and peripheral devices.
- Strong knowledge of IT service management tools, including ServiceNow, and help desk support processes.
- Ability to communicate complex technical issues clearly to varied audiences and collaborate effectively with stakeholders.
- Experience managing operating systems and Microsoft Office applications in a support environment.
- Commitment to continuous improvement, problem-solving, and high-quality customer service.
Nice To Haves
- Microsoft Office experience or knowledge.
- Operations experience or knowledge.
- Knowledge of creating inclusive digital experiences and implementing Web Content Accessibility Guidelines (WCAG) 2.2 AA standards.
- Knowledge of assistive technologies and digital accessibility best practices.
Responsibilities
- Troubleshoot and resolve system and application issues.
- Collaborate with stakeholders to identify root causes and communicate resolutions effectively.
- Install, configure, and maintain computer hardware, software, networks, and peripheral devices.
- Plan and execute scheduled maintenance and upgrades to support system reliability.
- Document software licenses and maintain accurate IT asset records.
- Support telephony services and coordinate repairs or replacements.
- Research and resolve technical issues involving web-based applications and intranet systems.
- Communicate with users to understand and promptly address technical problems.
Benefits
- Competitive pay
- Performance-based bonus awards
- Medical, vision, and dental coverage
- 401(k)
- Stock purchase
- Company-paid life insurance
- Paid time off, including sick leave
- Parental leave
- Family care leave
- Bereavement leave
- Jury duty leave
- Voting leave
- Short-term and long-term disability
- Company discounts
- Military Leave Pay
- Adoption and surrogacy expense reimbursement
- Live Better U education benefit, with tuition, books, and fees paid for eligible programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
