Tier II Technician

• Location 2500 BURDETT RD,Atlanta, GA, ,United States
• Employee Type FT Exempt
• Required Degree 2 Year Degree
• Manage Others No

The Tier II IT Support Technician provides advanced technical support to end users and serves as the escalation point for incidents and service requests that cannot be resolved at Tier I. This position diagnoses and resolves complex issues with endpoints, software, Microsoft 365, identity, network-connectivity, and other business-application issues. The technician owns assigned work from intake through verified resolution, maintains clear records in Atera, protects organizational data and access, and partners with specialized IT teams when deeper engineering or administrative support is required.

• Manage and respond to escalated incidents and service requests in Atera within established service levels based on impact, urgency, and priority.
• Own assigned tickets through diagnosis, resolution, user confirmation, documentation, and closure; provide timely status updates when work remains in progress.
• Provide advanced support through onsite assistance, telephone, Microsoft Teams, email, and approved remote-support tools.
• Install, configure, update, repair, replace, and maintain approved computer hardware, software, workstations, and peripheral equipment.
• Support Microsoft 365 applications and services, including Outlook, Teams, One Drive, SharePoint access, and Office desktop applications.
• Perform approved user-account, group-membership, license, mailbox, multifactor-authentication, password, and permission changes in accordance with access-control procedures.
• Troubleshoot wired and wireless connectivity, DNS, DHCP, VPN, network printing, device registration, and common authentication issues before escalation.
• Provide user support for Salesforce and other business applications, including login, navigation, permissions, data entry, reports, and basic workflow issues.
• Distinguish user-training needs from access issues, configuration defects, data-quality concerns, integration failures, and platform outages.
• Capture complete escalation information, including business impact, affected users, steps to reproduce, error messages, record identifiers, timestamps, screenshots, logs, and troubleshooting already performed.
• Assist with endpoint deployment, imaging, configuration, patching, asset inventory, equipment moves, and technology lifecycle activities.
• Support the Network, Infrastructure, Security, Business Systems, Applications, Data, and Digital teams by collecting evidence, completing approved checks, and coordinating incident resolution.
• Recognize high-impact, security-sensitive, or data-integrity incidents and elevate them promptly according to established procedures.
• Identify recurring incidents and recommend preventive solutions, user education, knowledge articles, automation, or process improvements.
• Create and maintain accurate technical documentation, knowledge-base articles, support procedures, and known-error records.
• Coach Tier I technicians by explaining troubleshooting methods, sharing solutions, and supporting consistent service standards.
• Follow change-management, cybersecurity, privacy, acceptable-use, records-retention, and vendor-support procedures.
• Participate in IT projects, testing, deployments, audits, disaster-recovery exercises, and onsite or after-hours event support as assigned.
• Perform other duties as assigned.

• High school diploma or equivalent required; associate degree, technical program, or comparable training is preferred.
• Two to three years of progressive experience in help desk, desktop support, technical support, or a comparable IT role.
• Hands-on experience resolving escalated…