IT Technician Tier II (Temporary)

Job Description

Job Summary

The IT Technician – Tier II provides advanced technical troubleshooting and escalation support for complex hardware, software, and network issues across commercial and residential client environments. This role resolves incidents escalated from Tier I technicians, performs onsite technical support, and assists with system administration, network configuration, and infrastructure troubleshooting.

Essential Functions

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• Diagnose, troubleshoot, and resolve advanced hardware, software, and network issues escalated from Tier I technicians across multiple client environments.
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• Provide remote and on-site technical support for desktops, laptops, mobile devices, servers, printers, and peripheral equipment in both commercial and residential settings.
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• Administer and support Microsoft 365 environments , including user account management, licensing, security settings, and email troubleshooting.
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• Configure, maintain, and troubleshoot network infrastructure , including routers, switches, wireless access points, VPN connections, and firewalls.
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• Assist with Active Directory administration , including user provisioning, permissions management, group policy updates, and identity access support.
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• Utilize Remote Monitoring and Management (RMM) and ticketing systems to monitor device health, deploy patches, perform system maintenance, and resolve service requests efficiently.
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• Perform system deployments, workstation imaging, and hardware replacements , ensuring devices meet security and configuration standards.
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• Troubleshoot and resolve connectivity issues across LAN/WAN environments , including DNS, DHCP, VPN, and cloud service integrations.
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• Coordinate with internal teams and external vendors to resolve complex technical incidents, equipment failures, or service disruptions .
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• Document troubleshooting steps, root causes, and resolutions in the ticketing system and knowledge base to improve organizational learning and service efficiency.
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• Maintain compliance with service level agreements (SLAs) and departmental procedures to ensure timely and high-quality service delivery.
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• Provide clear and professional communication to clients , translating technical issues into understandable terms while maintaining a high level of customer service.
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• Assist senior technicians or engineers with system upgrades, infrastructure improvements, and technology implementations .
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• Follow established security, configuration, and operational standards when installing, maintaining, or modifying client systems.
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• Support continuous improvement initiatives by identifying recurring technical issues and recommending solutions that enhance reliability and client satisfaction.
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Minimum Qualifications

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• High school diploma or GED required, Associate degree in Information Technology, Computer Science, or a related field preferred .
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• Three (3) to five (5) years of professional IT support experience , preferably within a managed services provider (MSP), technology services firm, or multi-client technical support environment.
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• Demonstrated experience supporting Windows operating systems, Microsoft 365 environments, and end-user hardware including desktops, laptops, mobile devices, and peripheral equipment .
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• Working knowledge of networking fundamentals , including TCP/IP, DNS, DHCP, VPN connectivity, wireless networks, and basic firewall configuration.
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• Experience administering Active Directory user accounts, permissions, and group policy settings .
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• Experience utilizing remote monitoring and management (RMM) tools, remote support software, and ticketing systems to diagnose and resolve service requests.
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• Ability to troubleshoot and resolve complex technical issues independently , while recognizing when escalation to senior engineers is required.
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• CompTIA A+, Network+, or equivalent technical certification preferred , or the ability to obtain certification within a specified timeframe.
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• Experience supporting cloud platforms such as Microsoft Azure, AWS, or Google Cloud environments is preferred but not required .
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• Strong written and verbal communication skills with the ability to explain technical issues clearly to non-technical clients .
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• Valid driver’s license and the ability to travel to client locations within the Memphis metropolitan area when on-site technical support is required.
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Required Knowledge

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• Knowledge of Windows operating systems, workstation hardware, and common business software applications .
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• Knowledge of Microsoft 365 administration , including user accounts, licensing, email troubleshooting, and collaboration tools.
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• Knowledge of networking fundamentals , including TCP/IP, DNS, DHCP, VPN connectivity, and wireless networking.
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• Knowledge of Active Directory administration , including user provisioning, permissions management, and group policy fundamentals.
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• Knowledge of remote monitoring and management (RMM) systems, remote support tools, and IT ticketing platforms .
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• Knowledge of endpoint security practices , patch management, and system configuration standards.
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• General understanding of cloud services such as Microsoft Azure, AWS, or similar hosted environments .
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Required Abilities

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• Ability to diagnose and resolve complex technical issues across multiple client environments .
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• Ability to prioritize and manage multiple service requests while meeting service level expectations .
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• Ability to communicate technical information clearly to both technical and non-technical users .
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• Ability to work independently with minimal supervision while collaborating effectively with team members .
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• Ability to analyze problems, identify root causes, and implement appropriate solutions .
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• Ability to maintain accurate documentation of troubleshooting steps, configurations, and service activities .
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• Ability to adapt to changing technologies and quickly learn new systems and tools .
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• Ability to provide professional customer service in both remote on-site support environments .
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Work Environment & Physical Demands

•  Work is performed in a combination of office and on-site client environments.

•  Requires travel to client locations within the Memphis metropolitan area for on-site technical support; valid driver's license required.