IT Support Technician II

Role Overview

• Validate Tier I troubleshooting, identify gaps in escalation documentation, and provide feedback or coaching to improve first-level resolution quality
• Determine when issues require escalation to Tier III, Infrastructure, Security, Network, vendors, or other specialized support teams per documented SOPs
• Support problem management by identifying recurring incidents, documenting patterns, and recommending corrective actions
• Respond to and resolve escalated incidents and service requests from Tier I support teams
• Provide advanced troubleshooting and resolution for hardware, software, endpoint, identity management, SaaS, networking, connectivity, and security-related issues
• Investigate complex technical issues, perform root cause identification, and implement corrective actions within established support procedures
• Manage incidents and service requests while ensuring timely resolution, accurate documentation, and adherence to service level agreements
• Maintain accurate ticket documentation, work logs, communication history, and resolution details within support management systems
• Manage user accounts, permissions, access requests, and identity-related activities in accordance with company policies and security requirements
• Configure, maintain, and troubleshoot hardware, software, operating systems, and endpoint technologies
• Collaborate with internal technical teams, vendors, and stakeholders to resolve escalated technical issues and service interruptions
• Support onboarding, offboarding, workstation deployment, system setup, migration, and user enablement activities as assigned
• Provide technical guidance, knowledge sharing, and mentorship to Tier I support technicians as appropriate
• Maintain knowledge of supported technologies, systems, processes, and operational procedures
• Manage asset lifecycle activities, including provisioning, deployment, transfers, replacements, recovery, decommissioning, inventory management, audit support, and lifecycle tracking
• Maintain accurate asset records and inventory information within company systems
• Generate asset and operational reports to support inventory management, audits, planning activities, and business requirements
• Coordinate hardware replacement, warranty support, equipment recovery, and vendor-related activities as needed
• Develop and maintain knowledge base articles, troubleshooting documentation, operational procedures, and support resources to improve service delivery and knowledge sharing
• Follow established operational procedures, security requirements, incident management processes, and company policies
• Identify recurring technical issues and recommend improvements that enhance service quality, operational efficiency, and user experience
• Participate in process improvement initiatives and support continuous improvement efforts across the IT support function
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Perform other duties as assigned

Requirements

• Associate degree in Information Technology, Computer Science, or a related field preferred
• Minimum of three (3) years of experience in help desk, desktop support, technical support, IT operations, or a related role
• Experience supporting escalated technical issues within a ticket-driven support environment
• Strong knowledge of Windows and macOS operating systems, Microsoft 365, Google Workspace, Active Directory, and endpoint technologies
• Experience troubleshooting hardware, software, identity management, SaaS applications, networking, connectivity, and endpoint security issues
• Experience supporting asset management activities, inventory controls, and equipment lifecycle processes
• Experience working with ticketing systems, support management platforms, and knowledge management tools
• Working knowledge of incident management, service request fulfillment, escalation processes, and support best practices
• Knowledge of cloud technologies, virtualization platforms, endpoint management tools, and remote support technologies preferred
• Industry certifications such as CompTIA A+, Network+, Security+, Microsoft certifications, or equivalent experience preferred
• Strong analytical, troubleshooting, and problem-solving skills with a focus on service quality and customer satisfaction
• Strong written and verbal communication skills with the ability to clearly document technical issues and resolutions
• Strong organizational and time management skills with the ability to manage multiple priorities and deadlines in a fast-paced environment
• Ability to work independently, mentor less experienced technicians, and collaborate effectively across teams
• Commitment to service excellence, continuous improvement, operational effectiveness, and SLA achievement

Tech Stack

• Cloud
• MacOS

Benefits

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO on day 1
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Employee Referral Program
• Beautiful office space (for onsite employees)
• Free lunch provided daily (for onsite employees)
• Experience infinite fun so you can have infinite growth . Discover A Better Way to Grow !