Full description

The IT Support Technician II will be responsible for providing technical support and assistance to end-users, troubleshooting software and hardware issues, and escalating complex problems to higher-level support teams when necessary. The ideal candidate should have excellent communication skills, strong problem-solving abilities, and a customer-focused approach.

Respond to incoming support requests via phone, email, or ticketing system in a timely manner
Diagnose and troubleshoot technical issues related to software, hardware, and network connectivity
Provide guidance and assistance to end-users on the use of IT systems, applications, and tools
Escalate unresolved issues to the appropriate support teams or vendors for further investigation and resolution
Install, configure, and maintain computer hardware, software, and peripherals
Collaborate with other IT team members to implement solutions and improvements
Document support activities, resolutions, and troubleshooting steps for future reference
Contribute to the development of knowledge base articles and user guides

Experience:

Minimum of two (2) years of experience in area of responsibility.