Information Technology Support Technician - Level 2

Overview

Information Technology Support Technician - Level 2

The IT Service Technician - Level 2 role is to plan, design, develop, and launch efficient information systems and operations systems in support of core organizational functions. Along with providing Level 2 support, this position also provides Level 1 helpdesk support and backup support for systems and network administration as needed.

• Provides Level 1 support for users that includes, but is not limited to, the following:
• Desktop/laptop imaging, setup, and troubleshooting
• Printer setup and troubleshooting
• Messaging support
• Mobile device support and troubleshooting (includes tablets and mobile phones)
• VoIP phone system support and troubleshooting
• Provides Level 2 support for users that includes, but is not limited to, troubleshooting and resolving issues related to:
• Management of Active Directory (AD) tasks, including the creation of secure groups, troubleshooting of Group Policy issues (e.g., printer deployment), and management of Domain Trust Relationships.
• Virtual Local Area Network (VLAN) connectivity issues.
• Multifactor Authentication (MFA) issues.
• Ensures the timely completion of all assigned Requests for Support submitted through the IT department’s ticketing system, as well as the documentation of all action steps taken to resolve the request.
• Deploys patch updates for Windows Server infrastructure using Group Policy and Windows Server Update Services (WSUS).
• Creates and audits security policies for IT systems. Maintains awareness of changes in security practices and new threats.
• Maintains and configures wireless handheld scanning devices.
• Documents processes for repeatability and consistency.
• Leads Contec IT projects involving internal and external resources. Ensures accountability and timely delivery across all contributors.
• Maintains relationships with third party IT vendors. Ensures accurate documentation of services rendered and any related communications.
• Participates and works within ISO 9001 quality standards guidelines in accordance with Contec’s quality goals.
• Others may be assigned.

Associates’ degree in Information Technology or related fields preferred; one (1) to two (2) years related experience and/or training; or an equivalent combination of education and experience.

• Demonstrated knowledge and working experience in the following areas is required:
• General PC imaging and troubleshooting.
• Microsoft PC and Server Operating Systems.
• Microsoft Office suites and Office 365.
• Mobile devices including iOS and Android based systems.
• Wired and wireless network systems and protocols (i.e., DHCP, DNS, 802.11, 802.1q, VLANs Routing, and LACP).
• Active Directory and Group Policies
• AAA and Multifactor Authentication.
• Demonstrated knowledge of networking authentication protocols and working experience in deploying and troubleshooting 802.1x authentication with RADIUS for wired and wireless NAC solutions is a plus.

The work environment characteristics described here are representative of those that an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is occasionally exposed to risk of electrical shock. The noise level in the work environment is usually moderate.

Associate must occasionally work evening and weekend hours to meet deadlines based on the immediate business needs of the company