Unlike an entry-level support position, this role is expected to perform deeper technical troubleshooting, identify root causes, handle escalated incidents, participate in IT projects, create technical documentation, and assist in developing the technical capabilities of Level I support staff. The IT Support Technician II is expected to independently diagnose and resolve moderately complex technical issues, take ownership of incidents through resolution, document solutions, assist with technology deployments and projects, and provide technical guidance to Level I support personnel.