Technical Support II, IT Operations

The Technical Support II, IT Operations role provides end-user support across desktop, network, telephony, and application environments. This role maintains, analyzes, troubleshoots, repairs, replaces, and upgrades computer systems, hardware, software, and peripherals while serving as an escalation point to help ensure incidents and tickets are resolved according to SLAs. The ideal candidate brings strong communication, attention to detail, sound judgment, and end-to-end accountability for keeping the on-premises network operating effectively.

Responsibilities Participate in Incident Management, including Sev1 incident support, production floor validation, artifact collection, Ping/Trace Route analysis, and coordination with technical teams to isolate and resolve issues.

Provide L1 support for network, server, voice, desktop, application, and telephony infrastructure, including Concentrix and client-owned equipment as applicable.

Support new transitions by ensuring image and desktop readiness, validating SCCM images, and keeping systems updated with required patches, service packs, customer software, and documentation.

Support IT compliance, security, audit readiness, and BCP testing across PCI, HIPAA, COPC, ISO 27001, SSAE, endpoint encryption, access controls, failover testing, and required documentation.

Oversee and coordinate a team of 5–10 team members, including scheduling work hours and shifts, providing real-time performance feedback, assisting with hiring activities, and preparing reports and updates for management.

Complete all assigned, mandatory training within the timeframe provided.

Conduct and/or participate in regularly scheduled 1:1 meetings with your direct manager and/or direct reports.

Qualifications3-5 years of experience supporting desktop, network, server, voice, telephony, and application environments in an IT Operations or technical support setting.

Working knowledge of Active Directory, Group Policy, DNS, DHCP, file servers, SCCM imaging, endpoint encryption, patching, and desktop compliance controls.

Ability to troubleshoot hardware, software, network, and peripheral issues while managing tickets and incidents in line with SLA expectations.

Understanding of IT security, compliance, audit, and business continuity practices, including PCI, HIPAA, COPC, ISO 27001, SSAE, and BCP requirements.

Strong communication, problem-solving, prioritization, documentation, and attention-to-detail skills.

Ability to manage health checklists, asset and software inventory validation, bandwidth consumption reporting, and operational updates on daily, monthly, quarterly, half-yearly, and yearly schedules.

Willingness to work rotational shifts in a 24/7 environment, including predominantly night shifts as required.

Nice to have:
Experience overseeing or coordinating a team of 5–10 people, including shift scheduling, real-time feedback, hiring support, and management reporting.#LI-Onsite