IT Support Technician II

Position Overview

Seeking a Level 2 IT Support Technician to provide onsite desktop and end user support in a corporate Windows environment. This hands on role is responsible for troubleshooting hardware and software issues, managing service requests through a ticketing system, and delivering responsive, high quality technical support to end users.

Key Responsibilities

• Provide Level 2 support for desktops, laptops, printers, peripherals, and other end user devices.
• Troubleshoot hardware, software, and Windows operating system issues in a corporate environment.
• Manage and resolve incidents and service requests using ServiceNow or a similar IT service management platform.
• Image, configure, deploy, and maintain Windows workstations.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint, while assisting users with account and application issues.
• Escalate advanced technical issues to the appropriate support teams and follow them through to resolution.
• Maintain detailed documentation by recording troubleshooting steps, resolutions, and ticket updates.
• Partner with onsite and remote IT teams to ensure reliable end user support and consistent service delivery.

Required Qualifications

• Experience providing Level 2 desktop or end user support in a corporate environment.
• Hands on experience with ServiceNow or a similar ITSM ticketing system.
• Strong knowledge of Windows operating systems and standard desktop applications.
• Experience supporting Microsoft 365, including user account administration and application troubleshooting.
• Ability to manage a high volume of tickets while maintaining accurate documentation and attention to detail.
• Strong communication, customer service, and problem solving skills.

Schedule

Part Time, 3 days per week (Tuesday through Thursday), 8:00 AM – 5:00 PM