IT Technician - II

At Lightspeed Tech Systems we provide expert Managed IT services to small businesses. We are seeking a IT Technician Level II to join our growing team.

What do we do? We help small businesses manage their cyber security risk and have the best technology and systems to grow. We are committed to our clients, our team and to the growth of our business.

We’re different because our team lives our core values every day and this is the key to our success. We know what we stand for and what we will not tolerate. We treat every member of our team with respect and dignity. We want to thank you for considering our company but realize we may not be right for everyone. Every member of our team is committed to our core values.

What are our core values?

Security First – We prioritize cybersecurity in every solution we provide, ensuring our clients' data and systems remain protected at all times.

Proactive Problem Solving – We don’t just fix issues; we prevent them. Our team anticipates problems before they impact business operations.

Reliability & Accountability – Our clients trust us to manage their IT infrastructure, and we take that responsibility seriously with transparent, dependable service.

Responsive & Supportive – When issues arise, we act fast. Our clients know they can count on us for quick, effective solutions.

Customer-Centric Service – We tailor IT solutions to meet the unique needs of each business, ensuring they have the right technology to grow and succeed.

Integrity & Ethics – We operate with honesty and transparency, ensuring our clients receive the best advice and services without hidden agendas.

We are seeking a IT Technician Level II because our business is growing. We have a managed service business model which means more than seventy percent of our work is supporting clients that have long term contracts with our company. Our business is different from the break/fix business model because we are able to be proactive and plan our work. While we do have emergencies from time to time, our working environment is professional and you will be able to enjoy your time off.

We are looking for a responsible Level II Technician to help support our team. You will provide high-quality level technical support to our clients and complete associated engineering tasks and projects in a timely and effective manner.

Our successful candidate will be mainly responsible for monitoring, supporting and optimizing our customer’s workstations, printers, VoIP phones and other network devices. We are looking for someone who can solve most workstation issues independently. The ideal candidate will be escalation point for Tier 1 issues and will work with help desk staff and end users directly to help resolve system & user experience issues. The ideal candidate will be comfortable researching issues before escalating to our Level 3 Service Support Technician so they bring both the issue and proposed solution for review.

In this position, you will be the main technical point of contact for many of our clients. You will have a direct impact on client satisfaction and our client’s overall happiness with our service. You are a key player on our team. Because of this responsibility, we require excellent written and verbal communication skills. You will be required to update our PSA tickets in a timely manner. As we often say, “If it’s not in a ticket, it didn’t happen.” You will have access to top-notch system management and documentation tools, and we expect you to master those tools. You will also be required to work with our entire team, including executive management, the sales and marketing team, and the complete technical team.

Responsibilities

In your client support role, you will be responsible for:

· Tier 1 and Tier 2 support tickets

· Following our ticketing system and the methods we use to open support tickets, work the issue, update the ticket, and closing the ticket in a timely manner

· Logging your time per ticket per our standards

· Attending our work status and communication meetings where we review ticket status and prioritize our work by day, week and client.

· Performing your technical tasks, including:

o providing support for Tier 1 and Tier 2 support tickets

o managing client data backups

o entry-level system administration tasks

o trouble-shooting and identifying issues with DNS and Group Policies, user profiles, DHCP, networking and other issues

o solving Microsoft 365 issues including password resets, new user creation, license assignment, software installs and other issues

o supporting other technical assignments as required for client projects and implementations

· Performing your documentation tasks, including:

o Using ITGlue, and other documentation tools to keep client information current and accurate

· Working with our supporting vendors (both software and hardware) to escalate and resolve issues

· Supporting our end user help desk team as necessary when tickets are escalated to you

· Training client team members as required (for either onboarding or other situations)

· Growing your skill set by participating in our company sponsored education and external certification programs

· Traveling onsite to the client as required (independent transportation is required)

Requirements

We require the following for our Level 2 Service Support Technician

· Good knowledge of desktop and laptop support

· Possess excellent general business knowledge to complete assigned tasks

· Excellent customer service skills

· Superior analytical, organizational and troubleshooting/ problem solving skills

· Ability to confidently and competently complete tasks with deadlines

· Ability to work and be available during 730 - 5pm shift

· Availability to work after hours and weekends (infrequent & compensated)

· Strong knowledge of Windows 10-11

· Strong knowledge of the MS Office suite

· Tier 2 level networking skills (VLANs, DHCP, DNS)

· Understanding of domains, user profiles and how they work (Tier 2 level)

· Understanding of Microsoft 365, Azure, Entra ID, etc.

· Knowledge of VoIP

· Strong analytical skills

· A minimum of 3 years of recent experience troubleshooting various technology and user situations

· Self-motivated with a positive mindset and high level of enthusiasm

· Responsible and dedicated to the quality of work performed

· High attention to detail while dealing with a continuous flow of new and existing issues

· Ability to switch between tasks with minimal disruptions to support needs of the business

· Ability to relay technical information clearly and simply to non-technical people

Key Performance Indicators

· Escalations Resolved

· Customer Satisfaction Rating

· Quantity & quality of improvements / recommendations suggested

· Quality & quantity of Technical Documentation created / updated

Schedule : 40 hours per week, with 5 – 8 hour shifts. There may be occasional planned overtime.

Work Location : Hybrid. There will be a mix of in office work, visiting customer sites, and work from home.

Job Type: Full-time

Pay: $65,000.00 - $72,000.00 per year

Schedule:

• 8 hour shift

Location:

• Green Bay, WI 54311 (Required)

Work Location: Hybrid remote in Green Bay, WI 54311

Salary : $65,000 - $72,000