Tier 2 Technical Support

The IT Technician II is responsible for maintaining diverse IT infrastructure environments while delivering exceptional end-user support for workstations, software, and peripherals. This role involves working with a wide range of clients and environments, contributing to a positive workplace culture, building strong relationships, and demonstrating the values of integrity, collaboration, and accountability. The IT Technician II works under the guidance of the IT Service Manager to effectively prioritize IT and business needs., * Ticket Management: Triage and resolve support tickets efficiently, ensuring timely response and resolution.

• User Support: Provide technical support to both local and remote team members.
• O365 Administration: Manage Office 365 environments, including user administration and troubleshooting.
• Desktop & VoIP Setup: Configure and deploy desktop systems and VoIP solutions.
• Active Directory Administration: Perform tasks related to user and group management within Active Directory.
• User Management: Handle user additions, moves, and changes as needed.
• Hardware & Software Support: Provide comprehensive support for hardware and software issues.
• Tier 1 Ticket Ownership: Take full responsibility for Tier 1 tickets from inception to resolution., * Schedule: Average 40 hours per week, with potential for additional hours during evenings and weekends as needed.
• Setting: Primarily an indoor office environment.
• Hours: Standard business hours are 8:00 a.m. to 5:00 p.m., with flexibility based on site and manager requirements.
• Remote Work: Available upon manager approval.

Travel Requirements:

• Minimal travel required, up to 10%.

This role offers an exciting opportunity to work within varied IT environments, providing dynamic support and contributing to impactful projects across multiple client landscapes. If you are a proactive, adaptable, and service-oriented IT professional, we encourage you to apply!

Do you have a valid Driver’s License license?, Do you have experience in Microsoft 365 proficiency?, Do you have a High school diploma or GED?, * Communication & Documentation: Exhibit effective communication skills and maintain accurate technical documentation.

• Customer Service Excellence: Deliver a high level of customer service to internal and external stakeholders.
• Process Management: Develop, maintain, and adhere to processes and technical documentation.
• Administrative Skills: Perform administrative tasks such as creating, modifying, and deleting users or group policies.
• Troubleshooting: Demonstrate strong hardware, software, and OS troubleshooting capabilities.
• Technical Proficiency: Maintain a high skill level within the IT discipline, with the ability to work independently with moderate supervision., * Education & Experience:
• Minimum of 3 years of help desk support experience or a 2-year technical degree.
• Licenses & Certifications:
• CompTIA, MCP, O365 certifications preferred.

Physical and Mental Demands:

• Frequent sitting, talking, hearing, and use of hands for control and handling objects.
• Extended periods at a desk/workstation.
• Occasionally lift up to 30 pounds.
• Visual requirements include close, distance, color, peripheral vision, depth perception, and focus adjustment.

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, * 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance