IT Support Technician II

We are seeking an experienced IT Support Technician II to provide technical support for end users across a dynamic enterprise environment. This role is responsible for installing, configuring, troubleshooting, maintaining, and supporting desktop and laptop systems, network-connected devices, software applications, and related peripherals. The ideal candidate will possess strong customer service skills, excellent troubleshooting abilities, and a passion for delivering technical solutions that enhance the end-user experience., * Provide Tier I/II technical support for hardware, software, network connectivity, and peripheral devices.

• Troubleshoot and resolve issues related to desktops, laptops, printers, VPN access, video conferencing equipment, and other IT assets.
• Manage incidents, service requests, and support activities using ServiceNow or similar ticketing platforms.
• Support user account administration through Active Directory and Azure Entra ID, including password resets, access management, and user provisioning.
• Install, configure, upgrade, and maintain operating systems, software applications, and hardware components.
• Diagnose and resolve technical issues involving network connectivity, software performance, and device functionality.
• Collaborate with team members to identify root causes and implement long-term technical solutions.
• Assist with hardware deployments, equipment replacements, and inventory management.
• Document troubleshooting processes, solutions, and support activities accurately.
• Provide exceptional customer service while maintaining ownership of issues through resolution.
• Recommend hardware and software solutions based on business and user requirements.
• Support remote users and troubleshoot VPN and secure access technologies.

• Associate's Degree in Information Technology, Computer Science, or a related field, plus 2+ years of relevant IT support experience.

• Equivalent combination of education and experience may be considered.

• Experience supporting Windows desktop and laptop environments.

• Hands-on experience with:

• ServiceNow

• Active Directory

• Azure Entra ID

• VPN technologies

• Network troubleshooting

• Printer support

• Hardware and software troubleshooting, * Technical troubleshooting and problem-solving

• Customer and solution ownership

• Strong customer service orientation

• Knowledge sharing and collaboration

• Written and verbal communication skills

• Understanding of user and business requirements

• Hardware installation and maintenance

• Software deployment and support

• Network technology fundamentals

• Remote support methodologies

• Documentation and ticket management

Preferred Skills

• Experience supporting RSA authentication solutions
• Video Teleconferencing (VTC) support experience
• Knowledge of enterprise IT service management processes
• Familiarity with endpoint management tools and device lifecycle support

Physical Requirements

• Frequently walk, sit, stand, and climb stairs.
• Perform repetitive hand, arm, and finger movements.
• Ability to work extensively with computer equipment and displays.
• Occasionally lift and carry equipment weighing up to 50 pounds.
• Must possess adequate vision and hearing capabilities to perform technical support functions effectively.

Work Environment

• Primarily office-based environment.
• Minimal exposure to outdoor weather conditions.
• Minimal exposure to hazardous materials or loud noise.
• Regular interaction with employees and technology equipment in a professional workplace.