IT Support Level II

Position Overview:

As a Level Two IT Technician, you will play a critical role in providing technical support and assistance to Lundquist Employees, ensuring the smooth operation of their IT infrastructure. You will be responsible for diagnosing and resolving complex technical issues, as well as implementing proactive solutions to prevent future problems. Additionally, you will collaborate closely with other members of the IT team to deliver high-quality service and support to our clients.

Key Responsibilities:

Provide technical support to clients via phone, email, or in-person, diagnosing and resolving Level Two IT issues in a timely and efficient manner.

Troubleshoot and resolve hardware and software issues, including desktops, laptops, printers, servers, and networking equipment.

Install, configure, and maintain operating systems and software applications.

Perform system upgrades and migrations, ensuring minimal disruption to client operations.

Monitor and maintain IT infrastructure, including servers, networks, and security systems.

Assist with the implementation of IT projects, such as system deployments, upgrades, and migrations.

Document all support activities, solutions, and procedures accurately and thoroughly.

Collaborate with Level One and Level Three support teams to escalate and resolve complex issues.

Provide training and guidance to Level One support technicians as needed.

Qualifications:

Bachelor’s degree in information technology, Computer Science, or related experience.

3+ years of experience in a technical support role, with a focus on Level Two support.

Proficiency in diagnosing and troubleshooting hardware and software issues across various platforms and operating systems (Windows, macOS).

Strong knowledge of networking concepts and protocols (TCP/IP, DNS, DHCP, VPN).

Experience with Active Directory, Exchange, Office 365, and other Microsoft technologies.

Familiarity with virtualization technologies (VMware, Hyper-V) is a plus.

Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users.

Strong problem-solving and analytical skills, with a keen attention to detail.

Ability to work independently and as part of a team in a fast-paced environment.

Industry certifications such as CompTIA A+, Network+, or Microsoft Certified IT Professional (MCITP) are desirable.

Salary: $35-$47/hr.