What are the responsibilities and job description for the IT Technical Support II position at SeaGlass IT?
*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.
Salary : $50,000 - $58,000