IT Support Technician II
Role details
Job location
Tech stack
Job description
As a Level II IT Technician, you will play a critical role in delivering technical support to WIC employees, ensuring the reliable and efficient operation of IT systems and infrastructure. You will be responsible for diagnosing and resolving complex technical issues, as well as implementing proactive solutions to prevent future disruptions. This role also involves collaborating closely with other IT team members to provide high-quality service and support across multiple locations., * Provide second-level technical support to end users, ensuring timely diagnosis and resolution of IT issues.
- Troubleshoot and resolve hardware, software, and network-related problems.
- Install, configure, and maintain operating systems, applications, firewalls and IT equipment.
- Perform system upgrades, patches, and migrations while minimizing operational impact.
- Monitor and maintain organizational IT infrastructure, including servers and network systems.
- Participate in IT projects, including system implementations and upgrades.
- Maintain accurate documentation of support activities and technical procedures.
- Collaborate with senior technical teams to resolve escalated and complex issues.
- Travel to various locations to deliver on-site support, system installations, and maintenance services.
Requirements
- 3+ years of experience in a technical support role, with a focus on Level II support.
- Proficiency in diagnosing and troubleshooting hardware and software issues across multiple platforms and operating systems (Windows, macOS, Linux).
- Strong understanding of networking concepts and protocols, including TCP/IP, DNS, and DHCP.
- Experience with Active Directory and Microsoft Office 365.
- Experience with Fortinet firewalls and wireless access points is a plus.
- Familiarity with virtualization technologies such as VMware and Hyper-V is a plus.
- Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users.
- Strong problem-solving and analytical abilities, with keen attention to detail.
- Ability to work independently and collaboratively.
- Relevant experience is preferred, with a bachelor's degree in information technology, Computer Science, or a related field or equivalent considered beneficial. Industry certifications are a plus.
Please ensure your application is complete and signed; incomplete submissions will not be considered.
Position requires a background check and health clearance