The IT Support Technician - Level 2 provides advanced technical support for end-user systems, enterprise applications, and IT infrastructure. This role is responsible for diagnosing and resolving complex technical issues that cannot be resolved by Level 1 support, ensuring the stability, performance, and availability of critical IT services. The technician works closely with system administrators, network engineers, and application specialists to maintain operational continuity and provide high-quality technical assistance to staff.
Key Responsibilities
- Provide second-level technical support for desktop systems, enterprise applications, and IT infrastructure components.
- Troubleshoot and resolve hardware, software, network, and operating system issues escalated from Level 1 support.
- Install, configure, and maintain workstations, laptops, printers, and peripheral devices.
- Support Microsoft Windows operating systems and enterprise productivity tools.
- Assist with Active Directory account management, including user provisioning, password resets, and permissions management.
- Diagnose and resolve network connectivity issues affecting end-user devices.
- Document incidents, service requests, and solutions in the IT service management system.
- Support software deployments, updates, and patch management.
- Assist with system upgrades, hardware replacements, and IT equipment installations.
- Maintain accurate technical documentation and support procedures.
- Provide support for remote users and mobile workforce environments.
Minimum Qualifications
- Associate or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent professional experience).
- Minimum of five (5) years of experience providing IT technical support in enterprise environments.
- Experience supporting Windows-based environments and enterprise productivity tools.
Required Technical Skills
- Desktop and end-user technical support
- Microsoft Windows operating systems
- Hardware troubleshooting and repair
- Active Directory user management
- Network connectivity troubleshooting
- IT service management and incident tracking
Preferred Qualifications / Technologies / Certifications
- CompTIA A+
- CompTIA Network+
- Microsoft Certified: Modern Desktop Administrator Associate
- Other relevant technical support certifications