IT Systems Support Technician - Level 2

This is not a remote position

• Provide second-level technical support for hardware, software, and networking issues.
• Troubleshoot and resolve complex issues related to operating systems, application software, and network connectivity.
• Assist in maintaining IT documentation, including troubleshooting procedures, installation instructions, and user guides.
• Collaborate with IT team members to improve processes and enhance overall service quality.
• Assist with network troubleshooting, VPN support, and Wi‑Fi connectivity issues.
• Support Microsoft 365 (Outlook, Teams, One Drive, SharePoint) and common business applications.
• Document resolutions and contribute to the internal knowledge base.
• Provide guidance and mentorship to Level 1 and Help Desk teams.
• Stay updated with emerging technologies and advancements in IT support.
• Deliver outstanding customer service by addressing help desk inquiries with professionalism and urgency.

• Education: Associate’s degree in information technology, Computer Science, or a related field;
  Bachelor’s degree preferred.
• Experience: Minimum of 3 years of experience in IT support or a related technical role.
• Skills:
• Strong knowledge of Microsoft 365 Suite and Azure Services.
• Proficiency in Entra administration and troubleshooting.
• Experience with AWS cloud services, Identity Management, and Firewalls.
• Knowledge in network infrastructure (HP/Aruba, Cisco, Sonic Wall, Unifi).
• Excellent problem‑solving and communication skills.
• Experience working with a ticketing system (Autotask, Connect Wise).
• Ability to work independently and in a team‑oriented environment.

• IT certifications (e.g., CompTIA Security+ and Network+, Firewall Certifications, Microsoft certified, CCNA, AWS Certified, SonicWALL Network Security Administrator, Jamf).
• Solid understanding of mobile device management solutions.
• Proficient with remote support tools and systems.
• Excellent communication skills to effectively convey technical information to non‑technical users.
• Proven analysis skills to troubleshoot complex IT issues efficiently.

Our company provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.