Technology Support Specialist II

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 all 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 the 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 escape 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 all 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.
• Able 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 (e.g., CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft Certified Desktop Support Technician).
• Excellent problem‑solving and communication skills.
• Quick learner to be able 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.

• Pre‑employment drug screen required.
• Must be authorized to work in the United States.
• Chosen applicant will be subject to a drug screen and Motor Record Vehicle check as a condition of employment.

• Ability to perform the essential job functions in a variety of work environments, including office and/or active job site settings.
• Ability to remain in a stationary position for extended periods of time.
• Ability to move about the office or jobsite as needed to perform essential duties.
• Ability to operate standard office equipment and technology, including computers, phones, and related devices.
• Ability to communicate effectively in person, by phone, and through electronic means.
• Ability to occasionally position self to access materials, equipment, or work areas.
• Ability to occasionally move or transport work‑related materials or equipment.
• Ability to tolerate 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, as applicable to the position.
• Ability to maintain regular and reliable attendance consistent with company policy and operational needs.

• Travel is primarily local during the business day.
• Out‑of‑area and overnight travel should be 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.