Tier 2 Support Technician

imi • Fishers, IN

1d • Onsite

About The Position

The Tier 2 Support Technician serves as the primary escalation point for Tier I Support Technicians and resolves complex desktop, application, and system issues. The role supports IT projects and systems deployments, manages workstations and endpoints, administers user access and identity tools, and supports virtual desktops and cloud phone systems. It also administers the IT service desk, sets up and maintains employee hardware and software, mentors Tier I staff, and provides IT orientation and system setup training for new hires.

The position works primarily out of the Fishers office, with occasional visits to plant operations and local company sites to provide on-site technology support. Other duties may be assigned.

Requirements

• At least 4 years of hands-on experience in IT support, helpdesk, or desktop administration in a company environment.
• Solid working knowledge of desktop hardware, software patching, thin client management, basic networking concepts, ticketing system workflows, and access control.
• Practical working knowledge of basic IT security practices, including multi-factor authentication, secure password habits, software patch management, and recognizing common security risks.
• Strong communication skills and a practical, collaborative approach.
• Ability to mentor support staff, explain solutions clearly, and partner with plant operations without disrupting business workflow.
• Degree in IT or Computer Science, or equivalent practical experience.
• Ability to sit, stand, reach, and safely move or lift IT equipment weighing up to 50 lbs.

Nice To Haves

• Experience managing desktop and endpoint management platforms such as NinjaOne and IGEL.
• Experience managing identity platforms and virtual workspace tools such as Okta and Citrix.
• Experience administering cloud telecom or phone systems such as 8x8.
• Experience managing user access and directory environments such as Active Directory and Google Workspace.
• Experience utilizing and administering IT service management platforms such as SolarWinds Service Desk.
• Relevant IT certifications, such as CompTIA A+ or Network+.

Responsibilities

• Act as the primary escalation point for Tier I Support Technicians and resolve complex desktop, application, and system issues.
• Participate in and lead assigned IT projects, including system upgrades, hardware rollouts, software deployments, and process improvement initiatives.
• Use desktop and endpoint management tools such as NinjaOne and IGEL to maintain workstations, configure thin clients, and keep systems updated.
• Manage user accounts, single sign-on, multi-factor authentication, and permissions across Okta and Active Directory.
• Administer Citrix virtual environments and remote sessions to support employee access.
• Administer 8x8 cloud phone and unified communications software, including user setup, extensions, and call routing troubleshooting.
• Administer SolarWinds Service Desk to track tickets, manage escalations, and document troubleshooting steps and resolutions.
• Install, configure, and maintain employee laptops, desktops, printers, and mobile devices.
• Mentor Tier I support staff and provide IT orientation and system setup training for new hires.
• Provide on-site technology support at the Fishers office, plant operations, and local company sites as needed.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level