Level II Technician

Summary

The IT Technician’s role is to ensure system operation and functionality so that end users can accomplish business tasks. The objective of the IT Technician will be to respond to support requests in a timely manner, be the initial reference point for all IT support‑related tickets, and ensure the satisfaction of the end‑user, among other technical duties.

IT Technicians are expected to display good interpersonal skills as they will interact with colleagues from various departments, executive levels, and customers daily.

• Provide support for incoming requests to the service desk via telephone, web portal, email to ensure courteous, timely, and effective resolution of end‑user issues.
• Provisioning and system setup for new hires.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Use remote tools and diagnostic utilities to aid in resolving support requests.
• Perform hands‑on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Install and configure hardware and software components throughout various network infrastructure devices.
• Install antivirus software and ensure virus definitions are up to date.
• Server administration via Active Directory, File & Print services, DNS, DHCP.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Establish good relationships with all departments and colleagues.
• Ensure company safety and security standards are met.

• College diploma or university degree in Computer Science or equivalent work experience.
• Experience with desktop and server operating systems including Windows 7, Windows 10, Server 2008/2012/2016, and Mac OS.
• Active Directory knowledge is a plus.
• Some knowledge of networking devices and appliances.
• Kaseya RMM and Autotask PSA experience is a plus.
• Valid driver’s license and ability to drive to customer locations when required.
• CompTIA A+ and/or CompTIA Network+ preferred.

$75,000 per year

• Flexible Scheduling
• Competitive Compensation
• People‑First Culture

We’re committed to a people‑first culture and support small‑ and medium‑size businesses across the country so they perform better, grow faster, and achieve more. We provide our teams with training, career advancement opportunities, and a collaborative environment.