Level 2 IT Technician

Job Description

The Level 2 IT Technician provides advanced technical support for end users, systems, and network infrastructure. This role handles escalated issues from Level 1 support, performs deeper troubleshooting, and assists with system administration tasks. The technician ensures timely resolution of technical problems while maintaining high customer satisfaction.

Key Responsibilities

Troubleshoot and resolve escalated hardware, software, and network issues.

Support Windows/macOS operating systems, user accounts, and workstation configurations.

Manage Active Directory tasks such as password resets, group membership changes, and workstation joins.

Configure, deploy, and maintain desktops, laptops, mobile devices, and peripherals.

Install, update, and troubleshoot business applications.

Monitor system performance and assist with patching, updates, and routine maintenance.

Support network components including switches, Wi Fi, VPN, and basic firewall rules.

Document solutions, procedures, and technical notes in the ticketing system.

Collaborate with Level 3 engineers on complex issues and project work.

Provide guidance to Level 1 technicians and help improve support processes.

Assist with onboarding/offboarding tasks such as account creation and equipment setup.

Required Skills & Qualifications

2–4 years of IT support experience or equivalent technical training.

Strong knowledge of Windows 10/11, macOS, and common enterprise applications.

Experience with Active Directory, Office 365 administration, and basic networking.

Familiarity with ticketing systems (Autotask).

Ability to diagnose and resolve intermediate to advanced technical issues.

Strong communication and customer service skills.

Ability to work independently and manage multiple priorities.

Preferred Qualifications

CompTIA A+, Network+, or similar certifications.

Experience with imaging tools (SCCM, Intune, MDT, etc.).

Basic scripting knowledge (PowerShell, Bash).

Exposure to cloud platforms such as Azure or AWS.

Work Environment

Hybrid or on site support depending on company needs.

May require occasional after hours support or on call rotation.

Physical ability to lift and move equipment (typically 25–50 lbs).

Company Description

ASK Is a full-service IT Provider, servicing customers primarily in the Philadelphia metropolitan area. We specialize in managed IT support, Hosted Services, Security, Backup and disaster recovery, and Infrastructure services.

Full-time