IT Technician Tier II

Description

• Handle incident recognition, research, resolution, and follow-up for user problems coming from the Helpdesk Coordinators, Tier I Technicians, Supervisor, Manager, and/or end user requests; referring more complex problems to Subject Matter Experts.
• Ensure that IT hardware and software are functioning properly and are available for the intended uses in accordance with company policy and procedure.
• Research and resolve software and hardware configuration issues.
• Log and track incidents and service requests using ITSM software, maintain history records, and related documentation.
• Aid the Server Administrators and Network Administrators in the day-to-day support of the technical infrastructure and notify appropriate IT personnel of any infrastructure outages or problems not immediately resolved.
• Identify and implement IT support documentation and process improvements.

Requirements

• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Able to read computer monitors and check computer lights and indicators. Able to determine difference between green and red lights or indicators.
• Valid Driver's License Required.
• Occasionally standing, walking and kneeling, crouching, stooping, or crawling. Most of the time sitting, using hands to finger/handle, reaching with hands/arms, and talking and hearing.
• Ability to diagnose, research, and resolve hardware, software, and network related problems.
• Familiarity with various hardware products including Windows and Mac computers, and mobile devices.
• Associate Degree in Information Technology, Computer Science, or related field; or 2 years of related experience in lieu of degree.
• Knowledge of basic networking and printer troubleshooting.
• Most of the time lifting up to 10 pounds. Often lifting 25 to 50 pounds. Occasionally lifting up to 100 pounds.
• A+ Certification or related experience.
• Comfortable working independently and as part of a team.
• Thorough knowledge of computer software and operating systems including Microsoft Office Suite, Box, Zoom, Intune, Windows, macOS, iOS, Freshservice, and ERP solutions.
• Customer-focused mindset with a desire to help and educate users.
• Close vision (clear vision at 20 inches or less) color vision (ability to identify and distinguish colors) needed.
• Ability to follow documented procedures and contribute to knowledge base articles.
• Strong problem solving and analytical skills.
• Strong interpersonal skills with the ability to work with individuals at all levels of the organization.
• 2+ years of experience working in a corporate IT Helpdesk role.

Benefits

• Eligibility for company-paid benefits such as life insurance, short-term disability, long-term care, and Employee Assistance Program, subject to applicable waiting periods.
• Eligibility for health, and dental, vision coverage, 401(k) plan, and flexible spending accounts, subject to plan terms.
• Other benefits for which you may be eligible includes supplemental life insurance, hospital indemnity, and accident and critical illness benefits with cancer coverage.
• Company-paid holidays.
• Eligibility: Employees are eligible for health, dental, vision, and life insurance benefits on the first of the month following 30 days of employment. Employees who are 21 years of age or older will be automatically enrolled in the company’s 401(k) plan once they achieve 90 days of employment.
• Excused Absence time off and Paid Time Off (PTO).

Training + Development

Interview process

Visa Sponsorship

Security clearance