Tier 2 Support Technician

• Tier II Support & Escalations:
  Act as the primary escalation point for Tier I Support Technicians, stepping in to solve complex desktop, application, and system issues.
• IT Projects & Systems Deployments:
  Participate in and lead assigned IT projects, such as system upgrades, hardware rollouts, software deployments, and process improvement initiatives.
• Workspace & Endpoint Management:
  Use desktop and endpoint management tools (Ninja One and IGEL) to maintain workstations, configure thin clients, and keep systems updated.
• User Access & Identity Administration:
  Manage user accounts, single sign-on (SSO), multi-factor authentication, and permissions across Okta and Active Directory.
• Virtual Desktop Support:
  Administer virtual environments and remote sessions (Citrix) to ensure seamless access for remote and site-based employees.
• Phone & Communications Administration:
  Oversee cloud phone and unified communications software (8x8) to set up users, manage extensions, and troubleshoot call routing.
• Service Desk Ticketing & Administration:
  Administer our IT service desk system (Solar Winds Service Desk) to track incoming user tickets, manage escalations, and record clear troubleshooting steps and resolutions for team reference.
• Hardware & Software Setup:
  Install, configure, and maintain employee laptops, desktops, printers, and mobile devices to ensure proper functionality and security.
• Team Mentorship & Onboarding:
  Partner with Tier I support staff to guide their technical growth, and deliver IT orientation and system setup training for new hires.
• On-Site & Plant Support:
  Work primarily out of the Fishers office while making occasional visits to plant operations and local company sites to support on-site technology.
• Other duties as assigned.

• Experience:
  
  4+ years of hands-on experience in IT support, helpdesk, or desktop administration in a company environment.
• Preferred Hands-On
  
  Experience:
  • Experience managing desktop and endpoint management platforms (such as Ninja One and IGEL).
  • Experience managing identity platforms and virtual workspace tools (such as Okta and Citrix).
  • Experience administering cloud telecom/phone systems (such as 8x8).
  • Experience managing user access and directory environments (such as Active Directory and Google Workspace).
  • Experience utilizing and administering IT service management platforms (such as Solar Winds Service Desk).
• Technical Knowledge:
  Solid working knowledge of desktop hardware, software patching, thin client management, basic networking concepts, ticketing system workflows, and access control.
• Cybersecurity Awareness:
  Practical working knowledge of basic IT security practices, such as multi-factor authentication (MFA), secure password habits, software patch management, and recognizing common security risks.
• Communication & Mentorship:
  Strong communication skills with a practical, collaborative approach. Able to mentor other support staff, explain solutions clearly, and partner with plant operations without disrupting business workflow.
• Education &
  
  Certifications:
  
  Degree in IT, Computer Science, or equivalent practical experience. Relevant IT certifications (e.g., CompTIA A+, or Network+) are a plus.
• Physical Requirements:
  
  Ability to sit, stand, reach, and safely move or lift IT equipment (computers, printers, monitors) weighing up to 50 lbs.

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