IT Technician II

IT Technician Level II/III

With moderate supervision and responsibility, the IT Technician configures, troubleshoots, and maintains computer hardware, software, and network systems. As part of the Gowan IT Support Team, this role is responsible for responding to Help Desk requests and managing all work through the ticket management system.

A successful IT Technician demonstrates strong knowledge of computer hardware, operating systems, Microsoft Office applications, and internet-based tools. This role requires advanced troubleshooting skills, strong customer service abilities, and participation in special projects involving networking, specialized applications, and cybersecurity practices.

Role Responsibilities:

• Configure, install, and maintain workstations and peripheral devices (HDDs, motherboards, memory, monitors, printers, etc.)
• Perform system imaging, deployments, and hardware refreshes
• Diagnose and resolve hardware, software, and connectivity issues; repair or replace components as needed
• Install and configure software according to Gowan standards and specifications
• Provide user orientation and training on new software and computer equipment
• Troubleshoot TCP/IP-related issues, including workstation connectivity, IP phones, cameras, and cabling
• Plan and schedule system upgrades and preventative maintenance to minimize operational disruption
• Maintain accurate records of incidents, repairs, fixes, and maintenance activities in the ticketing system
• Support and maintain local network environments to optimize performance and reliability
• Ensure security, privacy, and integrity of networks, computer systems, and data repositories
• Participate in IT projects requiring networking, application, and cybersecurity knowledge
• Other Duties as assigned

Education:

• Associates degree in computer science, Engineering, or a related field
• IT certifications such as CompTIA A+, Network+, or Microsoft Certified IT Professional

Experience / Skills / Abilities:

• Minimum of seven (7+) years of hands-on IT technical support experience
• Strong customer service skills with internal users, external customers, and vendors
• Strong working knowledge of Microsoft technologies, including Windows 11, Office 365, and Active Directory
• Proven diagnostic, troubleshooting, and problem-solving abilities
• Strong written and verbal communication skills
• Strong organizational and time-management skills
• Ability to lift and move equipment up to 40 lbs. and work in confined spaces (e.g., under desks)
• Working knowledge of networking, telecommunications, internet security, and data privacy principles
• Bilingual (English/Spanish)
• Valid drivers license and ability to operate company vehicles

Job Expectations / Working Conditions:

• Willingness to travel approximately 25% (U.S., Canada, and Latin America)