Tier 2 IT Technician

Pay: $70,000/Year

Role
The Tier 2 IT Technician serves as the escalation point between Tier 1 support and Tier 3/ Systems Admin. This role focuses on diagnosing and resolving complex technical issues, stabilizing production environments, and improving IT operations through documentation, automation, and process refinement. The T2 Technician plays a critical role in minimizing downtime, ensuring system reliability, and supporting business-critical workflows.

Responsibilities

• Serve as the primary escalation point for Tier 1 support tickets that require advanced troubleshooting
• Diagnose and resolve complex issues related to:
  • Windows and macOS operating systems
  • Active Directory / Identity providers (e.g., Azure AD, JumpCloud)
  • Networking (DNS, DHCP, VPN, VLANs, firewalls)
  • Endpoint management, patching, and security tools
• Own incident resolution for priority and production-impacting issues
• Perform root cause analysis (RCA) and document findings and remediation steps
• Coordinate with Tier 3, vendors, and external partners when required
• Create and maintain technical documentation, runbooks, and knowledge base articles
• Identify repeat issues and recommend automation or systemic fixes
• Assist with onboarding/offboarding processes and device provisioning
• Validate system health after changes, patches, or incident resolution
• Participate in on-call or after-hours support rotations as needed

Requirements

• 3-5+ years of experience in IT support, systems administration, or a similar role
• Strong hands-on experience with:
  • Windows Server and desktop environments
  • macOS administration
  • Identity and access management systems
  • Endpoint management and security tooling
• Solid understanding of networking fundamentals and troubleshooting techniques
• Experience working within a ticketing system and following ITIL or similar frameworks
• Ability to clearly document technical issues and solutions
• Strong communication skills with both technical and non-technical users
• Proven ability to prioritize work in a fast-paced, production environment
• Comfortable working independently while collaborating with cross-functional teams

Preferred (but not required):

• Experience with cloud environments (AWS, Azure, GCP)
• Scripting or automation experience (PowerShell, Bash, Python)
• Experience in healthcare, finance, or other regulated environments

Results
A successful Tier 2 IT Support will:

• Reduce recurring incidents through root cause analysis and preventative fixes
• Improve mean time to resolution (MTTR) for escalated tickets
• Increase overall system stability and uptime
• Improve documentation quality and knowledge transfer across the IT team
• Enable Tier 1 support to resolve more issues independently
• Ensure production-impacting issues are handled quickly and professionally
• Contribute to a more scalable, secure, and resilient IT environment

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.