What are the responsibilities and job description for the IT Support Technician – Level II position at Irium México?
IT Support Technician – Level II
Location: Elkin, NC 28621
Work Arrangement: On-site / In person
Job Type: Full-time
Schedule: 8-hour shift
Pay: $28.00 per hour gross
About IRIUM
IRIUM is an international IT consulting company headquartered in Madrid, Spain, with offices in Mexico and Colombia. We provide IT consulting, technology solutions, and professional services to leading organizations across different industries.
We are currently seeking an IT Support Analyst – Level II to join our team and provide hands-on technical support at our client's facility VITRO in Elkin, North Carolina.
Position Overview
- As an IT Support Analyst – Level II, you will provide technical support to on-site and remote end users, helping ensure the timely resolution of hardware, software, and access-related issues while delivering a high level of customer service.
- The ideal candidate has hands-on experience supporting Windows environments, Microsoft 365, computer hardware, mobile devices, and IT ticketing systems. You should be comfortable troubleshooting technical issues, communicating with users, and escalating problems when necessary.
Key Responsibilities
- Provide timely Level I technical support to on-site and remote end users.
- Receive, triage, document, communicate, escalate, and resolve Level I support tickets through the IT help desk/ticketing system.
- Set up, configure, deploy, replace, and maintain workstations and other end-user devices.
- Configure and deploy Windows desktops and laptops for new hires and existing users.
- Set up and support mobile devices and peripheral equipment.
- Troubleshoot hardware issues involving computers, printers, keyboards, monitors, mice, and other peripherals.
- Install, configure, and support enterprise applications, including Microsoft 365 and Adobe Creative Suite.
- Provide support for Microsoft 365 applications, including Outlook, Word, Excel, SharePoint, OneDrive, and Teams.
- Maintain and process user and computer account changes in Active Directory.
- Support user data archiving in accordance with established procedures.
- Coordinate with vendors for hardware repairs, replacements, and other technical services.
- Participate in IT meetings, projects, and other initiatives as assigned by IT management.
- Provide professional and customer-focused support to both technical and non-technical users.
- Qualifications:
- Bachelor's degree in Computer Information Systems, Information Technology, Computer Science, or a related field.
- At least 1 year of experience in an IT Help Desk, Technical Support, Service Desk, Desktop Support, or IT Customer Service role.
- Experience working with an IT ticketing/help desk system.
- Basic knowledge of IT hardware, software, operating systems, and networking.
- Hands-on experience supporting Windows 10/11 environments.
- Experience supporting Microsoft 365
- Experience troubleshooting computer hardware, mobile devices, and peripheral equipment.
- Strong customer service and interpersonal skills.
- Good troubleshooting, analytical, and problem-solving abilities.
- Excellent written and verbal communication skills.
- Ability to explain technical information clearly to both technical and non-technical users.
- Ability to work effectively in a hands-on, on-site enterprise IT environment.
- What We're Looking For
If you are an IT professional who enjoys helping users and solving technical challenges, we'd love to hear from you. Apply today to join the IRIUM team!
Pay: $22.00 - $28.00 per hour
Work Location: In person
Salary : $22 - $28