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To apply, please send cover letter and resume to Gary Green at

IT Technician Level 2

5 years minimum experience in a technical support role! (Previous IT Service Provider experience a plus). When you respond include your salary range requirements or you will not be considered!

General Summary:
This position is primarily responsible for the resolution of customer support requests.

Essential Duties and Responsibilities:

  • Respond to customers support requests in manner that is consistent with company SLA.
  • Support and troubleshooting of information technology resources including, but not limited to: workstations, printers, networks, and vendor specific hardware/software.
  • Installation, troubleshooting, and basic usage support of Microsoft’s core business applications and operating systems.
  • Support and troubleshooting basic network connectivity issues.
  • Basic awareness regarding the support, implementation, and use of remote access solutions including but not limited to: VPN, Terminal Services, Citrix, ScreenConnect, and TeamViewer.
  • Thoroughly document customer interactions and support resolutions in the ticketing systems.
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or maintenance outages.

Additional Duties and Responsibilities:

  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
  • Effectively manage customer expectations in order to improve perception, and satisfaction.
  • Ability to work in a team and communicate effectively.
  • Properly document and escalate support requests as required.
  • Responsible for entering time and expenses into the ticketing/CMS to ensure proper documentation and timely billing.
  • Complete training modules/roadmaps as assigned.

Knowledge, Skills, and/or Abilities Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Intermediate understanding of Microsoft: Windows \ Office suite \ business applications
  • Intermediate understanding of networking devices and associated peripherals
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • Demonstrated ability to diagnose, troubleshoot, and repair hardware and software
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Service awareness of all organization’s key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast-moving environment
  • Knowledge of NAble, ConnectWise, and ScreenConnect a plus
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