IT Support Technician II

Job Description

Job Description

We are seeking a highly motivated IT Support Technician II to provide hands-on desktop support in a fast-paced, customer-focused environment. This role is ideal for someone with strong technical troubleshooting skills, a proactive mindset, and a passion for delivering exceptional end-user support.

You will be responsible for maintaining, troubleshooting, and supporting a wide range of IT systems, ensuring seamless day-to-day operations across hardware, software, and networked environments.

Key Responsibilities

• Configure, install, maintain, and troubleshoot desktops, laptops, printers, and other IT equipment
• Perform break/fix support, system upgrades, and moves/adds/changes (MAC work)
• Provide basic network support to ensure connectivity for end-user devices and peripherals
• Support and maintain conference room technology, including audio-visual and video conferencing systems
• Deliver high-quality, customer-centered technical support to end users
• Respond to and resolve IT incidents and service requests via ticketing systems, phone, and walk-ups
• Accurately log, prioritize, track, and close support tickets in a timely manner
• Escalate complex issues to Tier II/III support teams as needed
• Perform preventative maintenance across IT systems and equipment
• Assist in developing and maintaining IT documentation, processes, and procedures
• Support adherence to IT policies and organizational standards

Required Qualifications

• Associate's degree in a related field or equivalent combination of education and experience
• 2+ years of hands-on IT support or desktop support experience
• Strong troubleshooting skills across hardware, software, and peripheral devices
• Working knowledge of:
  • Windows operating systems
  • Printers and drivers
  • Basic networking concepts (connectivity, troubleshooting)
  • Standard enterprise software and tools

Preferred Skills & Attributes

• Strong customer service mindset with a focus on user satisfaction
• Excellent verbal and written communication skills
• Ability to translate technical issues into clear, user-friendly solutions
• High energy, proactive attitude, and sense of ownership
• Team-oriented with a willingness to share knowledge and collaborate
• Strong organizational skills with the ability to manage multiple tasks and priorities
• Commitment to continuous improvement and operational excellence