IT Support Engineer II

Our client is seeking an IT Support Engineer II to join their growing Technology Operations team. This individual will play a key role in supporting end users, maintaining IT operations, and helping build a scalable support model across the organization. The ideal candidate is a proactive problem-solver who can work independently, troubleshoot technical issues, and contribute to process improvements within the IT support function. This position is onsite and will support hardware provisioning, user support, access management, ticket resolution, and IT service operations.

Responsibilities

• Provide Level 1.5 to Level 2 technical support for end users.
• Troubleshoot and resolve hardware, software, and user access issues.
• Manage and prioritize support tickets through Jira Service Management.
• Image, configure, deploy, and ship laptops and other end-user devices.
• Provision and deprovision user accounts and system access.
• Support office technology, conference rooms, and workplace IT infrastructure.
• Create, maintain, and improve knowledge base articles, runbooks, and support documentation.
• Identify opportunities to improve processes and shift repeatable tasks to Tier 1 support teams.
• Collaborate with internal IT teams to ensure timely issue resolution and service delivery.
• Assist with IT operations initiatives and support model enhancements.

• 2+ years of IT support, desktop support, service desk, or technical support experience.
• Experience troubleshooting Windows and endpoint-related issues.

• Experience with Jira or Jira Service Management.

• Experience working within a ticketing system environment.
• Strong problem-solving skills and ability to work independently.
• Experience with user provisioning, access management, and device deployment.

• Excellent communication and customer service skills. Ability to prioritize multiple requests in a fast-paced environment., * Exposure to Google Workspace administration and support.

• Familiarity with ITSM and ITIL principles.
• Experience creating technical documentation, runbooks, and knowledge base articles. Experience supporting onsite office environments and end-user technology.

Compensation: $38-43/hr. Exact compensation may vary based on several factors, including skills, experience, and education. Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.