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# IT Support Technician II

- **Company:** Western Reserve Area Agency On Aging
- **Location:** North Olmsted, OH, United States
- **Experience:** Experienced
- **Salary:** $55,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Apple IOS, Business Software, Issue Tracking Systems, Information Technology Operations, Windows Servers, IP Cameras, Information Technology, Zendesk, Windows Client
- **Published:** October 10, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=a72170383637ab66

## About the Role

* 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

## Description

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