IT Support Technician II

Position Summary: The IT Support Technician 2 is responsible for providing advanced Tier 2 support and assisting with the stability, performance, and continuous improvement of IT operations at the Western Reserve Area Agency on Aging. This role serves as a key escalation point for complex technical issues and plays a critical role in maintaining service quality, mentoring junior staff, and supporting IT initiatives. The IT Support Technician 2 works closely with the IT Manager and CIO to ensure efficient operations, high service standards, and a positive end-user experience. This position is primarily located onsite at the Western Reserve Area Agency on Aging office., * Provide advanced Tier 2 technical support for hardware, software, network, and system-related issues

• Act as an escalation point for complex or unresolved Tier 1 issues
• Troubleshoot and resolve issues related to Microsoft 365, Windows environments, mobile devices, and core business applications
• Lead device deployment efforts, including imaging, configuration, and lifecycle management
• Monitor and manage the Freshdesk ticketing system to ensure timely resolution, proper prioritization, and adherence to SLAs
• Analyze ticket trends and recurring issues; recommend and implement solutions to improve efficiency and reduce volume
• Maintain and improve documentation, including knowledge base articles, standard operating procedures, and asset inventory
• Support onboarding and offboarding processes with a focus on accuracy, security, and user experience
• Assist in maintaining system security, including MFA, access controls, and endpoint protection
• Support IT projects and initiatives, including system upgrades, migrations, and new technology deployments
• Provide guidance, mentorship, and technical support to IT Support Technician 1 and other team members
• Support and maintain A/V systems, conference room technology, and IP camera systems
• Coordinate with vendors for issue resolution, equipment support, and service requests
• Ensure operational continuity by proactively identifying risks and resolving issues before escalation
• Perform other duties as assigned in support of the agency’s IT infrastructure

• Self-motivated and compassionate workers looking to be part of a Best-in Class organization
• Team players who are committed to providing superior service to all they serve
• Enthusiastic professionals excited to grow with an organization that values dedication, innovation and collaboration., * Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field required.
• 4+ years of experience in an IT support or helpdesk role
• Strong troubleshooting skills across Microsoft 365, Windows 10/11, Windows Server, and iOS environments
• Experience with device imaging, deployment, mobile device management (MDM), and user account administration
• Proven ability to handle escalated technical issues independently
• Experience analyzing ticket trends and improving support processes
• Strong documentation skills and attention to detail
• Excellent communication skills with a strong customer service mindset
• Ability to prioritize, manage multiple tasks, and operate with minimal supervision
• Experience with Freshdesk or similar ticketing systems
• Familiarity with cybersecurity best practices and endpoint security tools
• Experience with audiovisual tools such as OBS, Yealink, IP cameras, and smart displays is a plus
• Reliable transportation required for occasional offsite support or hardware transport

What our staff loves about us…

• A generous six-week PTO program and thirteen paid holidays
• A $750.00 investment in professional development through a substantial, annual training funds allotment
• A 401K program with company match
• Paid parking in a covered parking garage
• Medical, Dental, Vision Benefits and so much more…

Western Reserve Area Agency on Aging (WRAAA) is a private non-profit corporation, organized and designated by the State of Ohio to be the planning, coordinating and administrative agency for federal and state aging programs in Cuyahoga, Geauga, Lake, Lorain and Medina Counties. It is one of twelve Area Agencies on Aging (AAAs) in the state organized together with local service provider organizations and the Ohio Department of Aging (ODA) to form the state’s public aging services network. The network works together to create opportunities for Ohioan’s to receive needed home and community services and supports; and to age successfully in their own homes and communities., Western Reserve Area Agency on Aging’s Equal Employment Opportunity policy covers all aspects of employment practices, including selection, job assignment, compensation, discipline, termination, and access to benefits and training.