IT Support II (Fully On-Site)

Job Summary: We are seeking a skilled and detail-oriented Help Desk Technician - Level 2 to join our IT team. The ideal candidate will handle escalated technical issues, providing advanced support for hardware, software, network, and enterprise applications. This role requires in-depth troubleshooting skills, strong communication, and the ability to mentor Level 1 staff while contributing to process improvement and system optimization.

Key Responsibilities:

• Advanced Technical Support: Provide second-level support for escalated IT-related issues, including desktops, laptops, servers, printers, phones, and mobile devices.
• Incident Management: Investigate, resolve, and document complex incidents and service requests within established SLAs. Escalate unresolved issues to higher-level support or third-party vendors as necessary.
• Enterprise Applications: Troubleshoot and resolve advanced issues with key enterprise applications, such as ERP, CRM, inventory management, and other business-critical tools. Collaborate with vendors and internal teams to address application updates and configuration changes.
• System Administration: Perform intermediate tasks, such as managing Active Directory accounts, group policies, and email system configurations (e.g., Microsoft 365).
• Mentorship: Provide guidance and support to Level 1 Help Desk Technicians, including training on troubleshooting techniques and IT best practices.
• Network Support: Assist with diagnosing and resolving network connectivity issues, including VPN, DNS, and DHCP configurations.
• Project Support: Participate in IT projects, including system upgrades, rollouts, and migrations, contributing technical expertise and documentation.
• Maintenance: Ensure systems are regularly updated and patched, contributing to overall system health and security.
• Documentation: Create and maintain comprehensive IT documentation, including detailed troubleshooting guides, processes, and technical configurations.
• Compliance: Monitor and enforce adherence to IT policies, security protocols, and company standards.

Qualifications:

Education: Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred but not required).

Experience:

3-5 years of experience in a help desk or technical support role, with at least 1 year at Level 2 capacity.

Demonstrated experience troubleshooting enterprise applications (e.g., ERP, CRM, or proprietary business software).

Technical Skills:

Advanced proficiency with Windows operating systems and familiarity with macOS.

Experience with Active Directory, Microsoft 365, group policies, and other enterprise tools.

Strong understanding of networking principles (DNS, DHCP, VPN, VLANs).

Familiarity with scripting or automation tools (e.g., PowerShell) is a plus.

Hands-on experience with IT system administration and configuration.

Soft Skills:

Strong analytical and problem-solving abilities.

Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.

Leadership skills and the ability to mentor junior staff.

Customer-focused with a professional and patient approach.

Certifications: CompTIA Network+, CompTIA Security+, ITIL Foundations, or similar certifications are strongly preferred.

Preferred Attributes:

Proven ability to adapt to a dynamic environment with changing priorities.

Experience with IT ticketing systems (e.g., Jira, ServiceNow) and remote support tools.

Familiarity with managing hardware and software inventories.

Prior experience contributing to IT projects, such as system rollouts or migrations.

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