Tier 2 IT Support Technician

• Health insurance
• Paid time off
• 401(k)
• Employee discounts
• Vision insurance
• Dental insurance

Company: ABQ-IT

ABQ-IT is seeking an experienced Tier 2 IT Support Technician to troubleshoot complex technical issues, support client infrastructure, and manage escalated service requests.

This position involves supporting multiple client organizations with varying technology environments, systems, and operational requirements. Responsibilities include remote technical support, onsite troubleshooting, systems administration, endpoint security, and client communication.

The ideal candidate is a resourceful problem solver with strong technical knowledge, excellent communication skills, and the ability to independently investigate and resolve issues. You will collaborate with Tier 1 technicians, engineering teams, security specialists, and vendors to provide reliable IT support and continuously improve service delivery.

• Diagnose and resolve escalated hardware, software, operating system, and network issues.
• Troubleshoot Windows workstations, business applications, printers, scanners, and peripheral devices.
• Support Microsoft 365, including Exchange Online, Outlook, Teams, One Drive, SharePoint, and Entra .
• Troubleshoot Active Directory, user accounts, permissions, shared drives, and print services.
• Diagnose networking issues involving TCP/IP, DNS, DHCP, Wi-Fi, VPNs, switches, and firewalls.
• Support Windows Server, virtualization, network-attached storage, and backup systems as applicable.
• Provide remote technical support and perform or coordinate onsite troubleshooting when necessary.
• Identify recurring technical problems, investigate root causes, and recommend long-term solutions.

• Utilize remote monitoring and management (RMM) systems for endpoint monitoring, patch management, maintenance, and troubleshooting.
• Investigate endpoint security alerts and coordinate security incidents with the appropriate teams.
• Review vulnerability assessments, prioritize remediation, and verify successful resolution.
• Troubleshoot email security, web filtering, and endpoint protection issues.
• Follow established security procedures when managing user access, permissions, and system configurations.
• Verify changes and document actions taken to maintain system security and reliability.

• Manage authorized user onboarding, offboarding, account administration, and access requests.
• Assist with Microsoft 365 licensing, shared mailboxes, and identity management.
• Troubleshoot password management systems, user permissions, and organizational access.
• Support client-specific identity and device management environments.
• Follow documented client procedures, security requirements, and service agreements.

• Take ownership of escalated support tickets from initial investigation through verified resolution.
• Review previous troubleshooting history and documentation before proceeding with additional work.
• Maintain accurate ticket notes, technical findings, troubleshooting steps, and resolutions.
• Provide clear, professional communication and regular updates to clients.
• Prioritize multiple support requests based on urgency, business impact, and client needs.
• Recognize when additional expertise is required and provide detailed technical handoffs.
• Ensure unresolved issues have clear ownership and appropriate follow-up.

• Work with AI-assisted technical support tools to improve troubleshooting, research, and support efficiency.
• Evaluate AI-generated recommendations and automated results for accuracy before implementation.
• Identify opportunities to improve technical workflows through automation and process improvements.
• Assist with approved administrative scripts and automation procedures.
• Create and maintain technical documentation, client runbooks, and troubleshooting guides.
• Collaborate with and mentor Tier 1 technicians to improve technical knowledge and support procedures.

• Demonstrated experience independently resolving Tier 2 desktop, application, account, and network issues.
• Strong Windows troubleshooting skills and working knowledge of Microsoft 365 administration.
• Practical understanding of networking fundamentals, identity management, permissions, endpoint security, and patch management.
• Experience utilizing remote support and ticket management…