IT Technician Level II

Job Description

Responsibilities:

• User Support: Respond to incoming service requests via telephone, web portal, and email, ensuring courteous, timely, and effective resolution of end-user issues.

• Onboarding Support: Provision and set up systems for new hires, ensuring seamless integration into the team.

• Incident Management: Prioritize incidents and service requests according to defined processes to consistently meet or exceed defined SLAs.

• Remote & On-Site Troubleshooting: Utilize remote tools and diagnostic utilities to resolve support requests; perform hands-on fixes at the desktop level when remote tools are not suitable, including hardware repairs and peripheral deliveries.

• Infrastructure Maintenance: Install, configure, and maintain hardware and software components across various network devices.

• Security Management: Install antivirus software, keep virus definitions up to date, and uphold company safety and security standards.

• Server Administration: Manage servers through Active Directory, File & Print services, DNS, DHCP.

• Preventative Maintenance: Regularly inspect and clean workstations, printers, and peripherals to prevent potential issues.

• Interdepartmental Collaboration: Establish and maintain positive relationships with all departments and colleagues, promoting a cooperative working environment.

• Customer Site Visits: Must possess a valid Driver’s License and the ability to drive to customer locations when required.

Requirements:

Educational Background: College diploma or university degree in Computer Science or 3 years of equivalent work experience.

Technical Skills:

Office 365 administration.

Experience with desktop and server operating systems, including Windows 11, Windows 10, Server 2012, Server 2016, Server 2022, Google Workspace, and Mac OS.

Active Directory knowledge is preferred.

Familiarity with networking devices and appliances.

Ninja RMM and Autotask PSA Experience preferred.

Professional Skills:

Exceptional written and oral communication.

Excellent customer service orientation.

Strong problem-solving abilities.

Exceptional interpersonal skills, focusing on rapport building, listening, and questioning.

Ability to work under moderate supervision.

Certifications: CompTIA A+ and/or CompTIA Network+ preferred. 

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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