IT Support Technician - LEVEL 2

The IT Support Technician - Level 2 provides advanced technical support for end-user systems, enterprise applications, and IT infrastructure. This role is responsible for diagnosing and resolving complex technical issues that cannot be resolved by Level 1 support, ensuring the stability, performance, and availability of critical IT services. The technician works closely with system administrators, network engineers, and application specialists to maintain operational continuity and provide high-quality technical assistance to staff.

Key Responsibilities

• Provide second-level technical support for desktop systems, enterprise applications, and IT infrastructure components.
• Troubleshoot and resolve hardware, software, network, and operating system issues escalated from Level 1 support.
• Install, configure, and maintain workstations, laptops, printers, and peripheral devices.
• Support Microsoft Windows operating systems and enterprise productivity tools.
• Assist with Active Directory account management, including user provisioning, password resets, and permissions management.
• Diagnose and resolve network connectivity issues affecting end-user devices.
• Document incidents, service requests, and solutions in the IT service management system.
• Support software deployments, updates, and patch management.
• Assist with system upgrades, hardware replacements, and IT equipment installations.
• Maintain accurate technical documentation and support procedures.
• Provide support for remote users and mobile workforce environments.

Minimum Qualifications

• Associate or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent professional experience).
• Minimum of five (5) years of experience providing IT technical support in enterprise environments.
• Experience supporting Windows-based environments and enterprise productivity tools.

Required Technical Skills

• Desktop and end-user technical support
• Microsoft Windows operating systems
• Hardware troubleshooting and repair
• Active Directory user management
• Network connectivity troubleshooting
• IT service management and incident tracking

Preferred Qualifications / Technologies / Certifications

• CompTIA A+
• CompTIA Network+
• Microsoft Certified: Modern Desktop Administrator Associate
• Other relevant technical support certifications