Level 2 IT Support Technician / Customer Support Professional

Job Description

Job Description

Location: Sacramento, CA
Job Type: Full-Time

About Us

We are a growing managed IT services company focused on delivering exceptional technology support with a strong emphasis on customer service and relationship-building. Our team prides itself on being responsive, professional, and solutions-oriented, helping businesses stay productive and secure through reliable IT support.

We’re looking for someone who genuinely enjoys helping people, communicates well under pressure, and is naturally curious about technology. While technical experience is important, we place even greater value on attitude, adaptability, problem-solving ability, and a willingness to learn.

About the Role

This position is ideal for a technology professional who thrives on solving problems and creating positive client experiences. As a Level 2 IT Support Technician, you’ll work directly with end users to troubleshoot issues, support business technology environments, and ensure our clients receive outstanding service.

You do not need to know everything on day one. We are looking for someone who is resourceful, coachable, technically inclined, and capable of learning quickly in a fast-paced environment. Most importantly, you are customer service oriented and focused on providing an exceptional customer experience.

This role reports directly to the Service Manager and involves both remote and onsite support for small and mid-size business clients.

What You’ll Do

• Customer Service: provide friendly, professional technical support to end users

• Troubleshoot and resolve desktop, laptop, software, printer, and basic network issues

• Support Windows-based workstations and user environments

• Configure and deploy new computers and equipment

• Assist with workstation migrations and user onboarding

• Document work clearly and accurately within our ticketing system

• Collaborate with team members and vendor partners to resolve issues

• Prioritize tasks and manage support requests within service timelines

• Continuously learn new technologies, tools, and support processes

• Help create an exceptional customer experience with every interaction

What We’re Looking For

Most Important Qualities

• Strong customer service and communication skills

• Positive attitude and professionalism

• Ability to stay calm and solution-focused under pressure

• Strong troubleshooting and critical-thinking skills

• Ability to learn quickly and adapt to new technologies

• Team-oriented mindset with strong follow-through

• Organized, dependable, and detail-oriented

Technical Experience

We understand that candidates may come from different technical backgrounds. Ideal candidates will have experience in some combination of the following:

• Windows desktop and laptop support

• Microsoft 365 and common business applications

• Basic networking concepts

• Hardware setup and troubleshooting

• Remote support tools and ticketing systems

• Managed Service Provider (MSP) experience is a plus, but not required

Additional Requirements

• Valid driver’s license and reliable transportation

• Ability to pass background check and drug screening

• Ability to work both remotely and onsite as needed

Why Join Our Team?

• Collaborative and supportive work environment

• Opportunities for technical growth and advancement

• Exposure to a wide variety of technologies and business environments

• Ongoing training and professional development

• Competitive compensation structure including performance incentives

Compensation is based on experience, skillset, and overall fit for the role.

Qualified candidates are encouraged to submit a current resume for consideration.