IT Support Technician Level II

We empower our employee owners to make this a great place to work and create value.

SUMMARY: The IT Support Technician Level II is the primary point of contact for all technology related support requests for the organization. The role requires a strong customer service mindset and is responsible for demonstrating professional, educational, and efficient technical support while assisting employees.

To be successful you must possess these core value characteristics:

Trust: Clear Communication. Be committed. Accountable. Open. Honest.

Team: No "I". Do what's best. Assume the best. Be a leader. Celebrate wins.

Grit: Goal-focused. Be positive. Persevere. Show passion. Take ownership.

Growth: Lifelong learner. Forward-thinker. Self-aware. Curious. Open-minded.

ESSENTIAL DUTIES and RESPONSIBILITIES:

Provide effective first and second level IT support information to non-technical customers

Track all IT incidents and requests within the IT Service Management Platform

Demonstrate reliable organizational, communication, and interpersonal skills

Meet or exceed established IT Support SLAs and KPIs on IT incidents, requests, and project assignments

Install, configure, and test hardware and software on new or existing devices, in accordance with standard procedures

Spearhead maintenance, implementation, and troubleshooting initiates on IT hardware and software

Train technicians on new hire onboarding and training as it relates to user IT hardware and software

Audit the provisioning of accounts and support change requests in core IT software life: Active Directory, Office 365 Admin Center, Microsoft Azure, and MDM systems

Document daily processes, procedures, and technical issues to build the IT Knowledgebase and technician training guides

Analyze and research solutions to complex incidents for resolution prior to escalation

Escalate significantly complex problems to the appropriate IT supervisor or lead to assist in providing a solution

Assist in the management and configuration of endpoint security protocols and mitigations

Assist with the lifecycle refresh and replacement efforts for IT assets and manage proper disposal

Ability to work with limited supervision beyond first 90 days

Perform other duties as assigned

EDUCATION, EXPERIENCE and SKILLS:

High School Diploma

3+ years of experience within Information Technology

3+ years in an IT Support position

Proactive, top-notch problem solving, troubleshooting, and analytical skills

Highly skilled in time, priority, and task management

High level of emotional intelligence and operational leadership skills

Excellent written and verbal communication skills, interpersonal skills to interact with end users and team members

Strong background in Active Directory, Group Policy, Microsoft Windows operating systems, Microsoft 365 Applications

Background in TCP/IP networking, computer hardware and peripherals

Experience with Android and iOS based cell phones and tablets

Understanding of basic cybersecurity and endpoint security best practice

Ability to adhere and create defined processes and procedures and suggest improvements

Experience working with and configuring Service Desk ticketing systems

Ability to balance multiple time-sensitive priorities and meet deadlines in a fast-paced, quickly changing environment

Understanding of Microsoft SharePoint, Cloud Storage, Mobile Device Management, and ITIL Service Management Platforms

ITIL v4 Foundation Certification or equivalent experience

CompTIA A+ Certification of equivalent experience

Experience with Problem and Asset Management

Windows Server and VMWare Experience

PREFERRED QUALIFICTIONS:

2-year technical degree or higher preferred or equivalent work and education related experience

PHYSICAL REQUIREMENTS:

Prolonged periods sitting at a desk and working on a computer

Must be able to lift up to 15 pounds at times

Ability to travel to various divisions and worksites as needed

This is a Full-Time 100% in office position with benefits. Monday through Friday. 8-hour shift - hours of work may vary according to business needs. Local travel and occasional long-distance travel may be required. On-call team rotation for outages is a requirement for this position.