IT Support Technician II - On-Site & Remote Technical Assistance

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Overview

The IT Support Technician II will be responsible for providing exceptional on-site and remote technical assistance to end-users. This role entails troubleshooting hardware and software issues, maintaining IT infrastructure, configuring devices, and ensuring the smooth operation of computer systems. The technician will work closely with team members and end-users to diagnose problems and implement effective solutions, thereby ensuring all technical operations run seamlessly.

Job Responsibilities

• Provide on-site and remote support for hardware and software issues.
• Troubleshoot and resolve technical support tickets promptly.
• Assist end-users with the installation, configuration, and maintenance of computer systems.
• Perform routine maintenance including system backups and software updates.
• Document and track all support interactions using ticketing systems.
• Coordinate with the IT team for larger scale projects and system upgrades.
• Develop and maintain documentation related to system configurations and troubleshooting procedures.
• Train end-users on the effective use of hardware and software applications.

Qualifications

• Associate degree in Information Technology, Computer Science, or related field; Bachelor’s degree preferred.
• Minimum of 2 years of experience in IT support or a similar role.
• Strong understanding of operating systems (Windows, macOS, Linux).
• Familiarity with network protocols and basic network troubleshooting.
• Proficiency in hardware diagnostics and repairs.
• Ability to work independently as well as collaboratively in a team environment.
• Excellent verbal and written communication skills.
• Relevant certifications (e.g., CompTIA A+, Network+) are a plus.

Technologies & Tools

The IT Support Technician II will engage with a variety of technologies and tools, including but not limited to remote desktop tools, ticketing systems (such as Jira or ServiceNow), imaging software for system setups, antivirus and endpoint security solutions, as well as diagnostic utilities for troubleshooting hardware issues. Familiarity with cloud services like Microsoft 365 and Google Workspace will also be beneficial as these platforms are frequently used to support the organization’s operations.

Ideal Candidates

The ideal candidates for the IT Support Technician II position will possess strong analytical and problem-solving skills, along with a proactive attitude towards learning and adapting to new technologies. They should be customer-oriented, able to communicate complex technical information succinctly to users of varying expertise levels. Furthermore, a passion for technology and helping others, combined with a detail-oriented mindset, will greatly contribute to their success in this role.