IT Support Technician II

Overview:

The IT Support Technician II serves as the primary technical resource for all employees and on-site support at Alterman and serves as the initial escalation point for the IT Support Specialist and the IT Support Technician I. This role assists senior technicians with advanced troubleshooting and collaborates with the team to resolve issues promptly, ensuring clear communication with all parties regarding ticket status. 

Essential Functions:

1. Technical Support: 50%

• Monitors support queues and work with IT support teams to prioritize and resolve open tickets.
• Assists with diagnosing and resolving technical issues with hardware, software, and mobile devices.
• Investigates and resolves technical issues, serving as an escalation point for the IT Support Specialist and IT Support Technician I, providing guidance and expertise on challenging technical problems.
• Escalates complex cases to senior technicians and managers as needed.
• Assists with queue monitoring and hygiene, as needed, based on ticket volume and staffing.
• Provides remote and on-site technical support to ensure minimal disruption to operations.
• Participates in or leads IT projects such as new technology rollouts, system upgrades, and network expansions, coordinating with project teams to ensure successful implementation of IT initiatives.

2. Administrative Support: 40%

• Builds knowledge base articles (KBAs) for common or high-impact issues and their resolutions.
• Proactively identifies opportunities for improvement of user-facing technology.
• Assists with the administration and maintenance of IT systems, including servers, networks, and cloud services.
• Monitors and maintains IT facilities at assigned site(s), such as conference rooms and common-area printers.
• Maintains IT inventory at assigned site(s) and submits restock orders to IT Management.
• Participates in the Incident Response Plan (IRP) Process, assisting seniors in managing and responding to security incidents or technical disruptions effectively. 

3. Performs other duties as assigned. 10%

Education and Experience:

• Minimum of 2-3 years of experience in a service desk environment or similar role required.
• A degree in a related field preferred.
• CompTIA A and/or Network certification preferred.
• Associate-level Microsoft role-based certifications preferred (e.g., Azure Administrator Associate, Azure Developer Associate, Modern Desktop Administrator Associate).

Skills/Abilities:

• Personal customer service skills such as:
  • Ability to carry complex issues through to resolution.
  • Ability to take ownership of tasks and show accountability for their outcomes.
  • Ability to properly prioritize when faced with multiple user issues.
  • Ability to write business communication professionally and effectively.
  • Strong focus on continuous improvement of self, team, and process.
• Ability to work overtime and participate in on-call rotation as needed.
• Able to recognizes potential issues and recommends solutions.
• Able to follow RASCI model (Responsible, Accountable, Supporting, Consulted, and Informed) for escalations.
• Excellent communication skills, with the ability to effectively communicate among IT and organizational staff.
• Excellent time management skills.
• Demonstrated initiative in finding solutions to complex issues.
• Demonstrated ability in documenting request details, statuses, resolutions, and KBAs.
• Proficiency in deploying end user devices.
• Knowledge of Service Level Agreements (SLAs), with a demonstrated ability to meet or exceed service standards and response times.
• Advanced troubleshooting skills with audio visual (AV) hardware and conference room technology.
• Advanced troubleshooting skills with client desktop hardware, desktop and enterprise software, and administrative tools/services such as:
  • Microsoft and Dell family of hardware.
  • Microsoft Windows 10/11 operating systems.
  • Apple iOS and iPhone/iPad hardware.
  • Enterprise level SaaS platforms (e.g., ERP, HRMS, PMS).
  • Microsoft Intune and Endpoint Management.
  • Microsoft Active Directory services.

Work Environment:

• Office environment.

Physical Demands:

• Prolonged periods of sitting at a desk and working on a computer.
• Manual dexterity associated with computer data entry required.
• Lifting, carrying, and setting up technology equipment (computers, monitors, boxes) up to 30 Lbs.