Level 2 IT Technician - RideNow Allen

Job Description: Level 2 IT Technician
Location: Allen, TX Reports To: Level 2 Manager

Position Summary
The Level 2 IT Technician serves as the primary escalation point for technical support
requests that exceed the scope of the Level 1 Support team. While maintaining the high
standard of professional technical assistance established by Tier 1, the Level 2 Technician
manages more complex infrastructure issues, systems administration tasks, and technical
projects. This role is critical in bridging the gap between front-line support and senior
infrastructure teams, providing mentorship and technical guidance to Level 1 staff to
ensure organizational continuity and technical excellence.

• Tier 2 Resolution:
  Act as the primary escalation point for complex hardware,
  software, and connectivity issues that cannot be resolved by Level 1.
• Infrastructure Management:
  Support the maintenance and troubleshooting of
  local office network equipment, servers, and cloud-based infrastructure.
• Advanced Diagnostics:
  Utilize advanced diagnostic tools and critical thinking to
  identify root causes for recurring or systemic technical failures.

• Level 1 Support:
  Actively assist Level 1 Technicians with troubleshooting sessions to
  improve their technical proficiency and resolution speed, as well as handle Level 1
  calls when call volume exceeds L1 staffing.
• Knowledge Transfer:
  Develop and maintain high-quality documentation and SOPs
  for the internal knowledge base to empower Level 1 self-service and triage.
• Onboarding Oversight:
  Oversee complex access provisioning and account setups
  initiated by Level 1 to ensure strict adherence to security protocols.

• Security & Compliance:
  Monitor and enforce IT security policies and audit controls,
  ensuring data integrity across all managed systems.
• Technical Projects:
  Manage and work alongside other team members on complex
  technical projects while maintaining sufficient documentation.
• Continuous Improvement:
  Identify opportunities for process automation or
  system enhancements to reduce the volume of repeat incidents.

• Years of
  
  Experience:
  
  3–5 years in an IT support or systems administration role.
• Technical Proficiency:
  Advanced knowledge of Windows operating systems, Google
  Workspace administration, Microsoft 365, and networking fundamentals (TCP/IP,
  DNS, DHCP, VLANs). Cisco VoIP experience is a plus.
• Education:
  
  Bachelor’s degree in Information Technology, Computer Science, or a
  related field preferred; relevant certifications (e.g., CompTIA Network+, Security+, or
  MCSA) are highly valued.

• System Administration:
  Hands-on experience with Active Directory, Group Policy,
  and device management.
• Ticket Management:
  Expertise in helpdesk ticketing software and the ability to
  manage complex ticket life cycles from intake through escalation.
• Professional Documentation:
  Ability to write clear, technical procedural manuals
  for use by both technical staff and non-technical end-users.

• Mentorship: A natural inclination to coach and develop junior staff while
  maintaining a high level of empathy for end-user challenges.
• Strategic Prioritization:
  The ability to balance high-priority ticket escalations with
  long-term project deadlines under minimal supervision.
• Clear Communication:
  Capability to translate complex technical concepts into
  actionable steps for stakeholders at all levels of the organization.
• Must be able to sit for prolonged periods of time at work station

All applicants must pass pre-employment screening, including background and MVR checks.

• Employer paid Life and Short-Term Disability Insurance
• Paid time off and vacation
• Employee discounts on parts, gear, and merchandise

IND
02

On-Site

Full Time

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