Level 2 IT Support Technician

Apprenticely is helping Southern Administrative Services, LLC hire a Level 2 IT Support Technician in Little Rock, AR. About the Employer: Southern Administrative Services, LLC is an administrative management and consulting company based out of Little Rock, Arkansas and Alexandria, Louisiana. We specialize in back-office administrative functions to assist Skilled Nursing Facilities around Arkansas manage and improve their processes to deliver continuously-improving quality of care for their residents. $55,000 - $75,000 a year Are you a problem-solver who thrives in a dynamic environment? We are seeking a skilled and motivated Level 2 IT Support Technician to join our growing IT team. You will be the go-to expert for resolving complex technical issues that elevate beyond Level 1, ensuring our internal systems and users operate smoothly and efficiently. This is a hands-on role perfect for someone who enjoys both technical depth and customer interaction. Key Responsibilities: Serve as the primary escalation point for advanced technical support tickets from Level 1 staff and directly from end-users. Diagnose and resolve complex hardware, software, and network issues for Windows endpoints, mobile devices, and user accounts. Administer and support core systems: Microsoft 365/Azure AD, Active Directory (user/group management, GPOs), and enterprise applications. Manage and deploy laptops, desktops, and peripherals using endpoint management tools (NinjaOne). Support and troubleshoot network connectivity (wired/Wi‑Fi). Document solutions in the IT knowledge base and improve processes for the support team. Participate in IT projects such as software rollouts, hardware refreshes, and system upgrades. Provide excellent, clear, and empathetic communication to non-technical staff. What We're Looking For (Requirements): 3+ years of experience in a technical support role, with at least 1 year in a Tier 2/Level 2 or systems administration capacity. Proven expertise in Microsoft 365 Suite administration & support (Exchange Online, SharePoint, other Office Products). Proven expertise in Windows 10/11 support in a domain environment. Proven expertise in Active Directory / Azure AD (user provisioning, group membership, OU management). Proven expertise in Endpoint Management (NinjaOne). Proven expertise in Networking Fundamentals (TCP/IP, DNS, DHCP, VPN, basic firewall concepts). Excellent troubleshooting methodology and the ability to research solutions independently. Strong customer service orientation with impeccable communication skills (written and verbal). Ability to manage multiple priorities and tickets in a fast‑paced environment. Relevant certifications are a strong plus (e.g., Microsoft 365 Certified: Modern Desktop Administrator Associate, CompTIA Network+, ITIL Foundation). Bonus Points (Preferred Qualifications): Experience with PowerShell scripting for automation. Knowledge of SaaS application support (e.g., ADP, Netsuite, PointClickCare, Zoom, Adobe Creative Cloud, etc.). Experience with a modern ticketing system (NinjaOne). What We Offer: Competitive salary and comprehensive benefits package (Health, Dental, Vision, 401k). Paid time off (3 weeks, 4 weeks after 5 years) and holidays. A clear path for career growth and professional development (training & certification support). A collaborative and supportive team environment. What's an Apprenticeship? An apprenticeship is a full time position with a focus on learning! During your first year of employment, you are guaranteed formal training, a mentor, and a pay raise! Employers who have committed to the apprenticeship model for hiring are committing to building you and your career. You're encouraged to apply even if your experience doesn't precisely match the job description. Apprenticeship positions welcome diverse applicants who are looking to grow their career in IT! How does the interview process work? We want to get to know you! Apprenticely will conduct an initial phone interview and knowledge assessment. If your skills and interest match with the employer's needs, we'll share your resume or ask you to apply directly with them. After that, the employers will continue with their recruiting and interview process. If you are a match, an offer will be made for you to get started in your new apprenticeship role! We'll be here to make sure your apprenticeship year goes smoothly and that you are set up for career growth and success! Keep in touch with us on social media: LinkedIn. Facebook. Instagram. The Arkansas Center for Data Sciences dba Apprenticely will not discriminate against apprenticeship applicants or apprentices based on RACE, COLOR, RELIGION, NATIONAL ORIGIN, SEX (INCLUDING PREGNANCY AND GENDER IDENTITY), SEXUAL ORIENTATION, GENETIC INFORMATION, OR BECAUSE THEY ARE AN INDIVIDUAL WITH A DISABILITY OR A PERSON 40 YEARS OLD OR OLDER. 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