IT Technical Support II

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• Full-time permanent opportunity
• W2 candidates only
• No C2C or third-party agencies
• Unable to provide sponsorship now or in the future
  
  

Job Title: IT Technical Support II

Location/Remote: Onsite in Marlborough, MA (could move to hybrid but will start 5x a week for training)

Employment Type: Full-Time Permanent

Interview Process/ Interviewers: 2 rounds

Description: Level 2 Help Desk / Technical Support role focused on troubleshooting escalated issues, supporting IT infrastructure, and delivering end-user support across multiple channels (phone, email, walk-up, web). Responsible for incident management, documentation, and maintaining system efficiency.

Job Duties:

• Resolve level 2 and escalated support tickets for clients
• Troubleshoot hardware, software, and connectivity issues
• Manage incidents and requests within SLA
• Document tickets and escalate critical issues
• Support Windows environment and end users
• Perform basic device maintenance and user support
  
  

Required Skills:

• Minimum of 2 years of experience in a Help Desk or technical support role.
• Educational background in Information Technology, Networking, or a related field.
• Strong technical troubleshooting and problem-solving skills.
• Ability to work independently while managing multiple priorities.
• A and/or Network certifications preferred.
• Solid familiarity with DNS, DHCP, Active Directory, LAN/WAN, and related concepts.
• Experience with ticketing systems and remote management tools strongly preferred.
• Willingness to proactively learn new technologies and continuously improve technical skills.