IT Technician - Tier 2

DescriptionIT Technician - Tier 2 SupportThe IT Technician -Tier 2 provides advanced technical support for client IT environments, serving as the primary escalation point for issues beyond Tier 1. This role requires strong analytical and troubleshooting skills, the ability to resolve complex technical problems, and the judgment to prioritize and manage multiple support requests effectively. The IT Technician works both independently and collaboratively to ensure reliable, secure, and efficient IT operations for clients.Responsibilities:Serve as the escalation point for Tier 1 support, diagnosing and resolving more complex hardware, software, network, and system issuesProvide remote and on-site support to client environments, including troubleshooting performance issues and system outagesInstall, configure, upgrade, and maintain computer hardware, operating systems, and business applicationsSupport and troubleshoot network components, including connectivity issues, printers, and peripheral devicesPerform setup, configuration, and administration of user accounts, email systems, and voice/communication systemsParticipate in and execute IT projects, including system deployments, upgrades, and migrationsCollaborate with clients, vendors, and internal team members to resolve issues and implement solutionsDocument technical issues, resolutions, and procedures to support knowledge sharing and continuous improvementIdentify recurring issues and recommend proactive solutions to improve system reliability and user experienceEnsure adherence to company policies, security standards, and best practicesCommunicate clearly and professionally with clients and internal stakeholders regarding issue status and resolutionRequirementsAssociate's degree in Information Technology or a related field, or equivalent work experience3+ years of hands-on experience in IT support or a similar technical roleDemonstrated ability to troubleshoot and resolve more complex hardware, software, and network issues with minimal supervisionStrong working knowledge of Windows operating systems, common business applications, and standard IT hardwareExperience supporting network environments, including basic understanding of TCP/IP, DNS, DHCP, and connectivity troubleshootingFamiliarity with user account administration, email systems, and access managementExperience with remote support tools and ticketing systemsAbility to prioritize and manage multiple tasks, including escalated support requests, in a timely mannerStrong problem-solving and analytical skills with attention to detailEffective written and verbal communication skills, with the ability to interact professionally with clients and team membersAbility to work both independently and collaboratively in a team environmentWillingness to participate in after-hours support or on-call rotation, as neededPreferred Qualifications:Relevant certifications (e.g., CompTIA A+, Network+, Microsoft or similar)Experience with system deployments, migrations, or IT project workExposure to virtualization, cloud services, or backup solutionsExperience working in a managed services or multi-client environment