IT Support Technician – Level II

Excelia is a technology consulting and professional services company with an international presence and more than 25 years of experience. We provide technology consulting, IT solutions, and professional services to organizations across different industries, helping them address their technology and business needs through specialized expertise and talent.

As part of our continued growth in the United States, we are currently looking for an IT Support Technician
- Level II to join our team and provide hands-on technical support at a client facility in Elkin, North Carolina.

Position Overview

As an IT Support Technician
- Level II
, you will provide hands-on technical support to on-site and remote end users, helping ensure the timely resolution of hardware, software, and access-related issues while delivering a high level of customer service.

The ideal candidate has hands-on experience supporting Windows environments, Microsoft 365, computer hardware, mobile devices, and IT ticketing systems
. You should be comfortable troubleshooting technical issues, communicating effectively with users, and escalating problems when necessary.

Key Responsibilities

• Provide timely technical support to on-site and remote end users.
• Receive, triage, document, communicate, and resolve support tickets through the IT help desk/ticketing system.
• Set up, configure, deploy, replace, and maintain workstations and other end-user devices.
• Configure and deploy Windows desktops and laptops for new hires and existing users.
• Set up and support mobile devices and peripheral equipment.
• Troubleshoot hardware issues involving computers, printers, keyboards, monitors, mice, and other peripherals.
• Install, configure, and support enterprise applications, including Microsoft 365 and Adobe Creative Suite.
• Provide support for Microsoft 365 applications, including Outlook, Word, Excel, SharePoint, One Drive, and Teams.
• Maintain and process user and computer account changes in Active Directory.
• Support user data archiving in accordance with established procedures.
• Coordinate with vendors for hardware repairs, replacements, and other technical services.
• Participate in IT meetings, projects, and other initiatives as assigned by IT management.
• Provide professional and customer-focused support to both technical and non-technical users.

Qualifications

• Bachelor's degree in Computer Information Systems, Information Technology, Computer Science, or a related field.
• At least 1 year of experience in an IT Help Desk, Technical Support, Service Desk, Desktop Support, or IT Customer Service role.
• Experience working with an IT ticketing/help desk system.
• Basic knowledge of IT hardware, software, operating systems, and networking.
• Hands-on experience supporting Windows 10/11 environments.
• Experience supporting Microsoft 365.
• Experience troubleshooting computer hardware, mobile devices, and peripheral equipment.
• Strong customer service and interpersonal skills.
• Good troubleshooting, analytical, and problem-solving abilities.
• Excellent written and verbal communication skills.
• Ability to explain technical information clearly to both technical and non-technical users.
• Ability to work effectively in a hands-on, on-site enterprise IT environment.

What We're Looking For

If you are an IT professional who enjoys helping users, solving technical challenges, and providing excellent customer service, we'd love to hear from you.

We are looking for someone who is proactive, hands-on, customer-oriented, and comfortable working in an on-site enterprise IT environment.

Excelia USA offers a competitive benefits package.