IT Support Technician II

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The Support Technician II is responsible for customer‑centric support of regionally grouped campuses by installing, maintaining, and troubleshooting IT equipment such as workstations, laptops, printers, phones, and basic network/server issues. They serve as the second‑level IT support resource and collaborate with cross‑functional teams to ensure smooth IT operations.

$65,000 – $87,000

• Tuition Waiver:
  Enjoy a tuition waiver after 6 months of employment for you and your immediate family offered at UTI and Concorde campuses.
• Paid Time Off:
  Competitive paid time off programs for employees (Vacation, Sick, Flexible).
• Retirement Matching: 50% match on the first 6% of your contributions after 90 days.
• Paid Parental Leave: 4 weeks of paid leave for both birthing and non‑birthing parents to bond with a new baby.
• Competitive Insurance:
  Health, vision, and dental coverage for you and your dependents.
• Pet Insurance:
  Competitive coverage for your furry family members through ASPCA.
• Health Plan Enrollment:
  Eligibility starts first of the month following completing one full month of employment.

• Provide in‑person campus support (as needed).
• Configure and install workstations, laptops, printers, and phones.
• Perform remote and on‑site analysis, diagnosis, and resolution of workstation, laptop, peripherals, phone, audio/visual equipment, and network issues.
• Respond to incoming calls, emails, and escalations from the IT Service Desk, ensuring accurate ticket documentation and prompt, effective communication with customers.
• Lead and assist with IT projects.
• Maintain campus inventory and documentation.
• Coordinate with vendors and third‑party support resources.
• Proactively identify and solve problems.
• Coordinate and execute new hire onboarding processes, focusing on hardware deployment and IT education.
• Proactively share technical knowledge and best practices with team members across the organization.
• Mentor and upskill team members; demonstrate agility with more complex technical challenges.
• Provide after‑hours support to promptly address outages, minimize disruption, and ensure continuity of business operations.
• Other duties as assigned.

• High School Diploma or GED (required).
• Bachelor’s degree in Information Technology, Computer Science, or related field (preferred).
• Minimum five (5) years of related IT support experience (required).
• Seven (7) years of second‑level support (preferred).
• Experience conducting IT service management aligned with ITIL practices.
• Experience providing remote support.

• Strong communication, reasoning, and computer skills.
• Active listening, advanced problem‑solving, and decision‑making.
• Apply knowledge and skills to complete tasks with minimal supervision.
• Identify straightforward problems and recommend potential solutions.
• Communicate clearly and effectively with peers and stakeholders.
• Demonstrate active listening and empathy in interactions.
• Participate in presentations or facilitate small group discussions.
• Manage multiple tasks in a dynamic environment.
• Use productivity software and collaboration tools with confidence.
• Show initiative and accountability for assigned outcomes.
• Perform routine tasks and seek guidance for new situations.
• Make timely decisions that keep the organization moving forward.
• Apply effective and efficient processes with a focus on continuous improvement.
• Build open and comfortable relationships with diverse groups.
• Learn actively from both successes and failures while solving new problems.

• Able and willing to communicate, think, learn, and reason.
• Use computers and computer systems (including hardware and software) to process transactions, store documents, enter data, or perform assigned tasks.
• Safely ambulate and/or maneuver when on‑site at company locations.
• Demonstrate and utilize active listening, inductive reasoning, information ordering and category flexibility.
• Ability to use good judgment, problem‑solving, and decision‑making skills.
• Ability to maintain confidentiality and manage sensitive information with…