IT Systems Support Technician - Level 2

Job Summary
The IT Systems Support Technician – Level 2 is responsible for providing advanced technical support to end-users across hardware, software, networking, and system issues. This role handles escalated support tickets and contributes to maintaining and improving IT systems. The Level 2 Specialist serves as a key escalation point between Level 1 support and senior technical staff or system administrators.

Key Responsibilities:

• Provide second-level technical support for hardware, software, and networking issues.
• Troubleshoot and resolve complex issues related to operating systems, application software, and network connectivity.
• Assist in maintaining IT documentation, including troubleshooting procedures, installation instructions, and user guides.
• Collaborate with IT team members to improve processes and enhance overall service quality.
• Assist with network troubleshooting, VPN support, and Wi-Fi connectivity issues.
• Support Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) and common business applications.
• Document resolutions and contribute to the internal knowledge base.
• Provide guidance and mentorship Level 1 and Help Desk teams.
• Stay updated with emerging technologies and advancements in IT support.
• Deliver outstanding customer service by addressing help desk inquiries with professionalism and urgency.

Qualifications:

• Education: Associate’s degree in information technology, Computer Science, or a related field; Bachelor’s degree preferred..
• Experience: Minimum of 3 years of experience in IT support or a related technical role.
• Skills:
• Strong knowledge of Microsoft 365 Suite and Azure Services.
• Proficiency in Entra administration and troubleshooting.
• Experience with AWS cloud services, Identity Management, and Firewalls.
• Knowledge in network infrastructure (HP/Aruba, Cisco, SonicWall, Unifi).
• Excellent problem-solving and communication skills.
• Experience working with a ticketing system (Autotask, ConnectWise)
• Ability to work independently and in a team-oriented environment.

Preferred qualifications

• IT certifications (e.g., CompTIA Security and Network , Firewall Certifications, Microsoft certified, CCNA, AWS Certified, SonicWALL Network Security Administrator, Jamf).
• Solid understanding of mobile device management solutions.
• Proficient with remote support tools and systems.
• Excellent communication skills to effectively convey technical information to non-technical users.
• Proven analysis skills to troubleshoot complex IT issues efficiently.

Key Performance Indicators for Role:

· Average Resolution Time

Average time taken to resolve support tickets

· Cross-Functional Collaboration

Participation in cross-team meetings, design sessions, or integration efforts

· User Satisfaction Score (CSAT)

Measured via post-resolution surveys

· Mentorship & Knowledge Sharing

Contributions to onboarding, documentation, or internal training

Job Types: Full-time, Permanent

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance

Application Question(s):

• What is your desired salary?
• Are you able to work in a fast-paced environment managing multiple tasks at one time? Please explain.
• Do you have experience working with a Ticketing System? if so, which one? What type of tickets did you work on?
• What were some of the escalation tickets that you worked on and how did you resolve the issue? Please explain.
• Do you have experience with firewall configuration? Is so, what firewalls did you configure?
• MSPs often have diverse clients with unique requirements. How do you ensure that your team delivers high-quality services tailored to the specific needs of each client? Can you provide an example of a challenging client situation you successfully navigated?
• Do you have any certifications such as Comp TIA Network , CompTIA Security etc. Please list certifications and dates
• Are you local to Bend Oregon?

Experience:

• IT support: 3 years (Required)

Ability to Commute:

• Bend, OR 97702 (Required)

Work Location: Hybrid remote in Bend, OR 97702

Salary : $60,000 - $70,000