What are the responsibilities and job description for the IT Technician - Level 2 position at The Intersect Group?
Role Summary
The IT Support Technician II provides hands on, on site technical support to ensure the consistent performance and availability of IT systems across multiple locations. This role plays a key part in supporting end users, maintaining IT assets, and resolving technical issues that impact daily operations.
In this position, you will troubleshoot hardware, software, and network challenges, support new user setups, and partner with broader IT teams on projects and initiatives. Your work will directly contribute to system reliability, user satisfaction, and adherence to IT standards and security practices.
Key Responsibilities
• Provide on site technical support for desktop, laptop, network, and application related issues
• Troubleshoot and resolve incidents and service requests efficiently and with minimal escalation
• Install, configure, and maintain computer systems, peripherals, and standard software
• Support end users with new user setups, access requests, and day to day technical needs
• Manage IT assets including inventory tracking, deployment, maintenance, and disposal
• Collaborate with internal IT teams to support system integrations and IT initiatives
• Conduct regular site visits to assess IT needs and address recurring issues
• Assist with the implementation of IT projects across multiple company locations
• Maintain accurate documentation of support activities, processes, and procedures
• Provide user training and guidance on IT systems, tools, and best practices
• Ensure compliance with IT policies, security standards, and safety requirements
Key Requirements
• 2 plus years of experience in IT support, field services, or desktop support environments
• Strong working knowledge of computer hardware, operating systems, software, and basic networking
• Proven experience troubleshooting desktop and laptop hardware issues
• Experience with ServiceNow or another ITSM platform preferred
• Experience with Microsoft Intune preferred
• Audio visual equipment support experience preferred
• Relevant certifications such as CompTIA A plus, Network plus, or similar preferred
• Ability to work independently, manage priorities, and resolve issues with minimal direction
• Strong communication skills with the ability to explain technical issues to nontechnical users
• Patient, methodical, and solution focused approach to problem solving
• Ability to thrive in a fast paced, team oriented environment while also working autonomously
• Willingness to travel up to 50 percent to support multiple locations
• Flexibility to provide on call support outside of standard business hours as needed
Working Conditions
• Five days onsite with occasional work from home as approved
• Travel to various company locations required
• Ability to lift and transport IT equipment as needed
• Regular interaction with senior and executive leadership at multiple locations