IT Technician

Job Description: Level 2 IT Technician

Position Summary
The Level 2 IT Technician serves as the primary escalation point for technical support requests that exceed the scope of the Level 1 Support team. While maintaining the high standard of professional technical assistance established by Tier 1, the Level 2 Technician manages more complex infrastructure issues, systems administration tasks, and technical projects. This role is critical in bridging the gap between front-line support and senior infrastructure teams, providing mentorship and technical guidance to Level 1 staff to ensure organizational continuity and technical excellence.

Key Responsibilities

Advanced Escalation & Support

• Tier 2 Resolution: Act as the primary escalation point for complex hardware, software, and connectivity issues that cannot be resolved by Level 1.
• Infrastructure Management: Support the maintenance and troubleshooting of local office network equipment, servers, and cloud-based infrastructure.
• Advanced Diagnostics: Utilize advanced diagnostic tools and critical thinking to identify root causes for recurring or systemic technical failures.

Mentorship & Team Assistance

• Level 1 Support: Actively assist Level 1 Technicians with troubleshooting sessions to improve their technical proficiency and resolution speed, as well as handle Level 1 calls when call volume exceeds L1 staffing.
• Knowledge Transfer: Develop and maintain high-quality documentation and SOPs for the internal knowledge base to empower Level 1 self-service and triage.
• Onboarding Oversight: Oversee complex access provisioning and account setups initiated by Level 1 to ensure strict adherence to security protocols.

Systems & Project Execution

• Security & Compliance: Monitor and enforce IT security policies and audit controls, ensuring data integrity across all managed systems.
• Technical Projects: Manage and work alongside other team members on complex technical projects while maintaining sufficient documentation.
• Continuous Improvement: Identify opportunities for process automation or system enhancements to reduce the volume of repeat incidents.

Experience & Education

• Years of Experience: 3–5 years in an IT support or systems administration role.
• Technical Proficiency: Advanced knowledge of Windows operating systems, Google Workspace administration, Microsoft 365, and networking fundamentals (TCP/IP, DNS, DHCP, VLANs). Cisco VoIP experience is a plus.
• Education: Bachelor's degree in Information Technology, Computer Science, or a related field preferred; relevant certifications (e.g., CompTIA Network+, Security+, or MCSA) are highly valued.

Technical & Specialized Skills

• System Administration: Hands-on experience with Active Directory, Group Policy, and device management.
• Ticket Management: Expertise in helpdesk ticketing software and the ability to manage complex ticket lifecycles from intake through escalation.
• Professional Documentation: Ability to write clear, technical procedural manuals for use by both technical staff and non-technical end-users.

Soft Skills

• Mentorship: A natural inclination to coach and develop junior staff while maintaining a high level of empathy for end-user challenges.
• Strategic Prioritization: The ability to balance high-priority ticket escalations with long-term project deadlines under minimal supervision.
• Clear Communication: Capability to translate complex technical concepts into actionable steps for stakeholders at all levels of the organization.
• Must be able to sit for prolonged periods of time at work station.

What We Offer:

• Medical, Dental, Vision Insurance
• Employer paid Life and Short-Term Disability Insurance
• Paid time off and vacation
• Employee discounts on parts, gear, and merchandise

All applicants must pass pre-employment screening, including background and MVR checks.

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