IT Support Level II

Position Details:

Industry: Information Technology

Job Title: Support Engineer - IT Support Level II

Location: Terre Haute, Indiana 47801 - Onsite

Pay rate range: $35-38/hr.

Duration: 6 Months

Roles and Responsibilities:

• Comprehensive understanding of PC hardware, software, operating systems, directory services, printing and applications required.


• Application support: Include all applications in the computer. If this is the global application, coordinate with the second level team to resolve the issues.


• PC: Desktop/Laptop installation, book end users schedule for upgrade/refresh, perform user's existing computer system/software/data/printer installed/configuration settings intake prior any upgrade/refresh, and ensure they are as per order in the upgraded/refreshed computer.


• Printers: Support all printers, support network configuration, driver installation, and vendor coordination for setup/repair of faulty devices, etc.


• Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.


• Excellent understanding of Windows 10/11 OS, Android OS Mac OS, MS Office, Basic LAN /WAN Issues, Wi-Fi Configuration, Application Software Configuration, VOIP Phone, Software installations.


• Provide onsite and remote technical assistance to End Users.


• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement.


• Respond to end-user requests for updates on ticket status and promptly follow up as needed.


• Develop standard configuration and documentation, Develop installation and configuration procedures documentation (KB/KEDB and SOP's) Coordinate with vendors for provision of end-user support (e.g., Hardware


• Vendor technicians for warranty repair/replacement).


• Coordinate with Level III support groups and project teams for service delivery enhancements, maintenance, and upgrades.


• Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support.


• Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.

Must Haves:

• Good understanding of O365 and related support activities.


• Good understanding of Active Directory User/Group Management, DNS, Group Policy, Networking and Firewall.


• Providing 2nd line technical support, incident & problem management through effective management of Service Desk Tool.


• Experience of working within SLAs and ITIL processes.


• Effective written and verbal communication skills.


• Very strong people skills to manage multiple stakeholders including users, senior management, IT teams, project teams, vendors.