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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support II - **Company:** Wise - **Location:** Fairfield, OH, United States - **Experience:** Experienced - **Contract:** Temporary contract - **Skills:** Issue Tracking Systems, Software Engineering - **Published:** July 23, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=b79fc09efb4b57ae ## About the Role * High School diploma or GED * At least three years of experience in Help Desk environments Other Skills/Abilities: * Good problem-solving skills * Excellent communication skills, both written and verbal * Critical thinking * Ability to work well under pressure. * Good interpersonal skills ## Description IT Support II will be working directly with customers over phone/email and in person to identify support issues and with the development team to resolve those issues., * Monitors helpdesk email, phone, and ticketing system for incoming requests for assistance from customers and work with customers to identify relevant problem details. * Provides investigation, diagnosis, resolution, and recovery for Level 1 and 2 support request problems. * Perform duties with autonomy. * Can be first point of contact and day-to-day technical support to end users. * Takes ownership of user problems, follows up the status of problems on behalf of the user, and communicates progress in a timely manner. * Enter data into the tracking system. * Interact with customers in a courteous and professional manner. * Provides user access service. * Escalates problems when necessary. * Provides significant input during project planning and requirements phase. * Assists management with monitoring expenses. * Consults with users, to determine hardware, software, or system functionality issues. * Manages the deployment of new or upgraded images, software, and hardware for multiple clients. * Plans and schedules the installation and deployment projects. * Make decisions on configuration options. * Assists in the planning, building, upgrading, and maintenance of client technologies. * May perform configuration changes, updates, and upgrades. * Provides on-going support of client technology. * Provides technical support for meetings that include video conferencing. * Monitors and communicate system status. * Diagnose and resolve client workstation and mobile device hardware and software issues. * Diagnoses and resolves customer application issues. * Initiates and completes outcome investigations into problems. * Creates and implements temporary solutions until permanent solutions can be executed. * Assist systems, programming, and vendor professionals, as needed to resolve problems. * Collaborates in the development of service-level objectives and takes steps to meet or exceed targets. * Monitor service-level objectives to ensure that requirements are met or exceeded. * Explain service procedures to clients. * Follows up in a timely manner to ensure customer satisfaction. * Identifies recurring and potential problems and notifies team members. * Recommends procedures and controls for service improvements. * Conducts testing based on and related to user or system design specifications. * Provides training to less experienced technical support staff and end users on usage of software and equipment. * Creates, modifies, and reviews documentation of issues resolutions. * Alerts team members about recurring problems. * Communicate updates on issues in a timely manner to ensure customer satisfaction and productivity. * Assists in root cause analysis and problem management with development and implementation teams. * Mentors less experienced staff in a specific area of expertise. ## Related Videos - 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