Level 2 IT Technician

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).

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.