IT Technical Services Tech II

Job Description

Job Description

The ITTS Tier 2 Technician is the escalation point for issues that Tier 1 cannot resolve. This role requires more profound technical expertise, strong diagnostic skills, and the ability to handle complex or infrastructure-level problems. The technician works independently and collaborates with Tier 1, Tier 3, system administrators, and other IT teams to resolve issues efficiently with minimal user impact.

How You Will Make an Impact

• The ITTS Tier 2 Technician provides advanced technical support for hardware, software, and network-related issues escalated from Tier 1 support.
• Diagnose and repair or coordinate repair of desktops, laptops, and peripherals.
• Maintain and update system configurations, software installations, and updates.
• The ITTS Tier 2 Technician assist in the deployment of new applications or upgrades.
• The ITTS Tier 2 Technician manages user accounts, permissions, and access rights in Active Directory and other systems.
• Document solutions, workflows, and guides to contribute to the knowledge base to enhance support efficiency.
• Collaborate with Tier 3 support and other IT teams for issue escalation and resolution.
• The ITTS Tier 2 Technician monitors system performance and implement improvements to optimize user experience.

What We Offer

• Amazing opportunities for career progression
• Dynamic, fun, entrepreneurial and diverse culture
• Medical (Choice Plus or HSA) & Prescription Drug, Dental (DHMO or DPPO), Vision, and Ancillary options
• Health and wellness are a top priority – committed to self-care
• 401(k) (100% match (dollar-for-dollar) up to 6% of salary deferrals)
• 2 Company-Wide Breaks, Summer & Winter
• Generous Paid Time Off and Paid Holidays
• Volunteer Time
• Employer Paid Life Insurance, Short-Term Disability, Long-Term Disability,
• Health Savings Account (company contributes $65 monthly)
• Employee Assistance Program
• Business casual atmosphere – jeans and sneakers are okay by us

What You Bring to the Table

• Associate's degree in Information Technology, Computer Science, or related field.
• Minimum of 2 years of experience in a technical support or service desk role.
• Proficiency in Windows operating systems.
• Experience with Active Directory, Office 365, and remote support tools.
• Familiarity with Microsoft 365 / Exchange / SharePoint / OneDrive
• Ability to diagnose hardware issues
• Experience with remote support tools and ticketing systems
• Strong problem-solving skills and attention to detail.

EOE, DFWP

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