What are the responsibilities and job description for the IT Support Technician position at The Rockridge Group?
TITLE: TECHNICAL SPECIALIST (L2) - Operational Technology
Job Summary:
The OT Technical Specialist serves as an advanced point of escalation for technical support, handling more complex IT issues while working in a clean space environment. This role requires in-depth technical expertise, strong analytical skills, and the ability to collaborate with other IT teams to ensure seamless resolution of incidents and requests.
Key Responsibilities:
- Troubleshoot and resolve escalated technical issues related to hardware, software, network systems, and user accounts
- Analyze and diagnose complex problems, including system errors, application failures, and connectivity disruptions.
- Provide detailed technical support and guidance to end-users
- Manage and update tickets in the service desk system with thorough documentation of troubleshooting steps and resolutions.
- Collaborate with onsite support, system administrators, and other IT teams to resolve critical incidents or implement solutions.
- Perform root cause analysis for recurring issues and recommend preventive measures or process improvements.
- Contribute to the development and maintenance of knowledge base articles, technical guides, and SOPs.
- Ensure compliance with IT policies, security standards, and Service Level Agreements (SLAs).
Qualifications:
- Associate’s or bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience).
- 2-4 years of experience in a technical support role, preferably with prior L1 or service desk experience.
- Advanced knowledge of operating systems (e.g., Windows, macOS, Linux), networking protocols (e.g., TCP/IP, DNS), and enterprise software (e.g., Microsoft 365, Active Directory).
- Proficiency with IT ticketing systems (i.e. Service Now) and remote desktop tools.
- Flexibility to work shifts, including nights or weekends, if required.
About The Rockridge Group:
TRG is a privately held Limited Liability Company committed to connecting businesses with job seekers. We deliver high quality contingent personnel to our clients using our 3-step collaborative engagement model:
Collaborate. We partner with you to understand the unique needs of your business before we propose a solution.
Strategize. Based on your goals and staffing challenges, we develop high impact solutions designed for your industry.
Engage. We work with your team before, during, and after every engagement to deliver 100% satisfaction.
With over ten (10) years experience in the resource solutions sector, principals Greg Donner [link to bio] and Ronald Lom [link to bio] leverage the power of strategic partnership to create a powerful staffing model that improves your quality of hire.
TRG is a privately held Limited Liability Company committed to connecting businesses with job seekers. We deliver high quality contingent personnel to our clients using our 3-step collaborative engagement model:
Collaborate. We partner with you to understand the unique needs of your business before we propose a solution.
Strategize. Based on your goals and staffing challenges, we develop high impact solutions designed for your industry.
Engage. We work with your team before, during, and after every engagement to deliver 100% satisfaction.
With over ten (10) years experience in the resource solutions sector, principals Greg Donner [link to bio] and Ronald Lom [link to bio] leverage the power of strategic partnership to create a powerful staffing model that improves your quality of hire.
Salary : $25 - $28