Technology Support Specialist II

Lighthouse Electric | Full-Time | Richmond, VA

The Technology Support Specialist II will support the Tech Team in fielding issues and requests.

• Provide first line of support for any technology issues or requests.
• Support computers, laptops, tablets, phones, printers, network, applications, and other company used technology.
• Interface with users remotely and onsite to assist in requests and provide support.
• Utilize excellent customer service skills and exceed employees’ expectations.
• Ensure proper recording, documentation, and closure in the ticketing system.
• Properly escape unresolved inquiries/tickets to next level of support.
• Inform management of recurring problems.
• Participate in continuous business process redesign to improve internal operations.
• Establish yourself as a subject matter expert owning, optimizing, and advancing team processes.
• Create, maintain and update documentation, including knowledge base articles and SOPs.
• Serve as a resource for handling escalated issues.
• Identify and escalate situations requiring urgent attention.
• Stay up to date with industry trends and emerging technologies.
• Evaluate and recommend new technologies, software, or tools to improve support services.
• Develop and implement strategies to improve customer satisfaction.
• Mentor and train junior team members.
• Perform any other duties assigned by the manager.

Required:

a bachelor’s degree in computer science, information technology, or a related field.

• Knowledge of networking, protocols, and basic security principles.
• Ability to troubleshoot basic network connectivity issues.
• Must be self‑motivated, a team player and have a strong track record in customer satisfaction.
• Ability to learn and apply new skills in a constantly changing technical environment.
• Ability to prioritize and multitask in a fast‑paced environment.
• Relevant certifications such as CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft Certified Desktop Support Technician.
• Excellent problem‑solving and communication skills.
• Quick learner to use a ticketing system to log and track service requests.

• Competitive salary based on experience.
• Company‑paid Medical, Dental, and Vision insurance.
• Short‑Term & Long‑Term Disability.
• Life and AD&D insurance.
• 401(k) with 5% company match.
• Paid Holidays.
• Paid Time Off.
• Annual performance reviews.
• Opportunity to work on large‑scale, high‑profile projects.

Lighthouse Electric is proudly 30% owned through our Employee Stock Ownership Plan (ESOP), giving employees a stake in our success.

• Pre‑employment drug screen required.
• Must be authorized to work in the United States.

The physical demands described here are representative of those required to perform the essential functions of this job. Lighthouse Electric will provide reasonable accommodation to qualified individuals.

• Ability to perform essential job functions in various work environments.
• Ability to remain in a stationary position for extended periods.
• Ability to move about the office or jobsite as needed.
• Ability to operate standard office equipment and technology.
• Ability to communicate effectively in person, by phone, and electronically.
• Occasional ability to position self to access materials, equipment, or work areas.
• Occasional ability to move or transport work‑related materials or equipment.
• Tolerance for moderate noise levels typical of office or construction environments.
• Ability to travel to various work locations as required.
• Ability to work indoors and/or outdoors in varying environmental conditions.
• Ability to maintain regular and reliable attendance.

• Travel is primarily local during the business day.
• Out‑of‑area and overnight travel expected (up to or over 5 days a month) depending on project needs.

Lighthouse Electric Company, Inc. is an Equal Employment Opportunity (EEO) employer and a drug‑free workplace. We are committed to creating an inclusive environment for all employees and applicants. If you are an individual with a disability and need reasonable accommodation to complete the application or interview process, please contact our Human Resources Department. Chosen applicant will be subject to a drug screen and Motor Record Vehicle check as a condition of employment.