IT Support Technician - Level 2

Overview

The IT Service Technician - Level 2 role is to plan, design, develop, and launch efficient information systems and operations systems in support of core organizational functions. Along with providing Level 2 support, this position also provides Level 1 helpdesk support and backup support for systems and network administration as needed.

Responsibilities

• Provides Level 1 support for users that includes, but is not limited to, the following:
  • Desktop/laptop imaging, setup, and troubleshooting
  • Printer setup and troubleshooting
  • Messaging support
  • Mobile device support and troubleshooting (includes tablets and mobile phones)
  • VoIP phone system support and troubleshooting.
• Provides Level 2 support for users that includes, but is not limited to, troubleshooting and resolving issues related to:
  • Management of Active Directory (AD) tasks, including the creation of secure groups, troubleshooting of Group Policy issues (e.g., printer deployment), and management of Domain Trust Relationships.
  • Virtual Local Area Network (VLAN) connectivity issues.
  • Multifactor Authentication (MFA) issues.
  • Networking support (i.e., DHCP, DNS, access control lists, etc.)
• Ensures the timely completion of all assigned Requests for Support submitted through the IT department’s ticketing system, as well as the documentation of all action steps taken to resolve the request.
• Deploys patch updates for Windows Server infrastructure using Group Policy and Windows Server Update Services (WSUS).
• Creates and audits security policies for IT systems. Maintains awareness of changes in security practices and new threats.
• Maintains and configures wireless handheld scanning devices.
• Documents processes for repeatability and consistency.
• Leads Contec IT projects involving internal and external resources. Ensures accountability and timely delivery across all contributors.
• Maintains relationships with third party IT vendors. Ensures accurate documentation of services rendered and any related communications.
• Participates and works within ISO 9001 quality standards guidelines in accordance with Contec’s quality goals.
• Others may be assigned. 

Competencies

To be successful in their essential duties, the individual is also expected to have general knowledge of and stay current in developments in the following areas:

 

Functional/Technical Skills – Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

Problem Solving - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

Communicates & Listens Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences. Listens to accurately receive and interpret messages in the communication process.

Action-Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

Approachability - Is easy to approach and puts the extra effort to put others at ease. Can be warm, pleasant, and gracious.

Time Management – Planning and exercising conscious control of time spent on specific activities, especially to increase effectiveness, efficiency, and productivity.

Tech Savvy – Anticipates the impact of emerging technologies and makes adjustments; Scans the environment for new technical skills, knowledge, or capabilities that can benefit the business or personal performance.

Supports Core Values - Able to demonstrate support and adherence to Contec’s core values: respect for others, doing “whatever it takes” within Contec’s core values, vision, and strategic direction, exhibiting integrity, having a tolerance for risk, understanding there is life outside of work, enjoying the ride.

Requirements

Associates’ degree in Information Technology or related fields preferred; one (1) to two (2) years related experience and/or training; or an equivalent combination of education and experience.

• Demonstrated knowledge and working experience in the following areas is required:
  • General PC imaging and troubleshooting.
  • Microsoft PC and Server Operating Systems.
  • Microsoft Office suites and Office 365.
  • Mobile devices including IOS and Android based systems.
  • IT Frameworks (i.e., COBIT, ITIL, CIS, etc.).
  • Wired and wireless network systems and protocols (i.e., DHCP, DNS, 802.11, 802.1q, VLANs Routing, and LACP).
  • Active Directory and Group Policies
  • AAA and Multifactor Authentication.
• Demonstrated knowledge of networking authentication protocols and working experience in deploying and troubleshooting 802.1x authentication with RADIUS for wired and wireless NAC solutions is a plus.

Work Environment

The work environment characteristics described here are representative of those that an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.   While performing the duties of this job, the associate is occasionally exposed to risk of electrical shock. The noise level in the work environment is usually moderate.   Associate must occasionally work evening and weekend hours to meet deadlines based on the immediate business needs of the company

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.   While performing the duties of this job, the associate is regularly required to use hands to operate, activate, use, prepare, inspect, place, and detect equipment and components. The associate frequently is required to remain in a stationary position. The associate is occasionally required to position themselves, traverse, ascend or descend in order to perform their duties. They must also be capable of communicating information, detecting, observing, and determining indicators and information for making judgments and decisions. The associate must occasionally transport and/or move up to 40 pounds. Specific vision abilities required by this job include close vision, distance vision, and color vision.