IT Computer and Network Technician II

IT Computer and Network Technician II

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Knoxville - KNOXVILLE, TN 37914

The IT Computer and Networking Technician II (Tech II) is responsible for providing technical support and maintaining the company's technology infrastructure to ensure reliable, secure, and efficient operations. This role installs, configures, troubleshoots, and maintains computer hardware, software, network systems (design, implementation and troubleshooting), servers, cloud-based technologies, and data communications equipment. The Tech II works closely with employees at all technical skill levels to resolve technology issues, minimize system downtime, and support the design, implementation and maintenance of network and IT solutions that meet the organization's business needs.

This is a fully onsite, hands-on role.

Duties & Responsibilities

• Provide first-line technical support to employees by diagnosing and resolving hardware, software, network, and system issues.
• Install, configure, maintain, and troubleshoot desktop computers, laptops, printers, scanners, mobile devices, and other peripherals.
• Set up and deploy computers, equipment, software, and user accounts for new hires and existing employees.
• Design, install, maintain and troubleshoot network systems and components.
• Create and maintain systems drawings and documentation.
• Respond to helpdesk requests in a timely and professional manner, documenting issues and resolutions in the ticketing system.
• Assist users with Microsoft 365 applications, email, file access, printing, and remote connectivity.
• Troubleshoot basic and advanced network connectivity issues, including wired and wireless connections, VPN access, and network printers.
• Install software updates, operating system patches, and security updates to ensure systems remain current and secure.
• Maintain inventory of IT equipment, software licenses, and technology assets.
• Perform routine maintenance and preventative support on computer systems and related equipment.
• Assist with the installation, configuration, and maintenance of network infrastructure and telecommunications equipment as assigned.
• Support warehouse technology, including barcode scanners, handheld devices, label printers, and workstations.
• Create and maintain technical documentation, user guides, and standard operating procedures.
• Train and assist employees on the proper use company technology and software applications.
• Escalate complex technical issues to senior IT staff or vendors when appropriate.
• Travel occasionally to company locations to install, maintain, or troubleshoot IT equipment and systems.
• Maintain confidentiality of company information and adhere to all IT security policies and procedures.
• Provide liaison duties with 3rd party vendors and partners acting as managed serviced providers.
• Participate in disaster recovery, business continuity, and cybersecurity initiatives as assigned.
• Stay current on emerging technologies and recommend improvements that enhance operational efficiency.
• Mentors more junior members of technical staff.
• Performs other duties as assigned.

• Strong troubleshooting and problem-solving skills.
• Excellent customer service and interpersonal skills.
• Ability to communicate technical information clearly to both technical and non-technical users.
• Knowledge of Windows operating systems and Microsoft 365 applications.
• Experience installing, configuring, and supporting desktop and laptop computers, printers, mobile devices, and peripherals.
• Advanced understanding of networking concepts, including TCP/IP, DNS, DHCP, VPNs, and Wi-Fi, switching (including VLANs) and routing.
• Experience with DHCP and managing static IPs.
• Familiarity with Active Directory, user account management, and password administration.
• Experience with hardware diagnostics, repair, and replacement.
• Familiar with firewall operations and change control.
• Ability to prioritize multiple support requests in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Ability to document issues, resolutions, and procedures accurately.
• Ability to work independently and collaboratively as part of a team.

Education & Experience

• Associates degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• 2-4 years of relevant experience in an IT support, desktop support, or help desk role, or an equivalent combination of education, certifications, and relevant experience.
• CompTIA A+, Network+, and/or Microsoft certifications desired.
• Experience with ticketing/help desk systems.
• Experience supporting warehouse technologies such as barcode scanners, label, printers, RF devices, or handheld computers.
• Familiarity with VolP phone systems.
• Experience with endpoint management tools such as Microsoft Intune or similar platforms.
• Basic cybersecurity awareness and knowledge of security best practices.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 40 pounds at times.