A Technical Support Engineer or Analyst provides technical support as a part of an organization's information technology department, or assists customers with technical issues related to computer or technology products. Helps to maintain company computer and phone networks and troubleshoot problems Helps clients diagnose and solve computer or technology system problems.
Up to $29.65/hr (W2) Job Summary We are seeking an experienced IT Support Technician II to provide technical support for end users across a dynamic enterprise environment. This role is responsible for installing, configuring, troubleshooting, maintaining, and supporting desktop and laptop systems, network-connected devices, software applications, and related peripherals. The ideal candidate will possess strong customer service skills, excellent troubleshooting abilities, and a passion for delivering technical solutions that enhance the end-user experience. Key Responsibilities Provide Tier I/II technical support for hardware, software, network connectivity, and peripheral devices. Troubleshoot and resolve issues related to desktops, laptops, printers, VPN access, video conferencing equipment, and other IT assets. Manage incidents, service requests, and support activities using ServiceNow or similar ticketing platforms. Support user account administration through Active Directory and Azure Entra ID, including password resets, access management, and user provisioning. Install, configure, upgrade, and maintain operating systems, software applications, and hardware components. Diagnose and resolve technical issues involving network connectivity, software performance, and device functionality. Collaborate with team members to identify root causes and implement long-term technical solutions. Assist with hardware deployments, equipment replacements, and inventory management. Document troubleshooting processes, solutions, and support activities accurately. Provide exceptional customer service while maintaining ownership of issues through resolution. Recommend hardware and software solutions based on business and user requirements. Support remote users and troubleshoot VPN and secure access technologies. Required Qualifications Associate's Degree in Information Technology, Computer Science, or a related field, plus 2+ years of relevant IT support experience. Equivalent combination of education and experience may be considered. Experience supporting Windows desktop and laptop environments.
Hands-on experience with:
ServiceNow Active Directory Azure Entra ID VPN technologies Network troubleshooting Printer support Hardware and software troubleshooting Required Skills Technical troubleshooting and problem-solving Customer and solution ownership Strong customer service orientation Knowledge sharing and collaboration Written and verbal communication skills Understanding of user and business requirements Hardware installation and maintenance Software deployment and support Network technology fundamentals Remote support methodologies Documentation and ticket management Preferred Skills Experience supporting RSA authentication solutions Video Teleconferencing (VTC) support experience Knowledge of enterprise IT service management processes Familiarity with endpoint management tools and device lifecycle support Physical Requirements Frequently walk, sit, stand, and climb stairs. Perform repetitive hand, arm, and finger movements. Ability to work extensively with computer equipment and displays. Occasionally lift and carry equipment weighing up to 50 pounds. Must possess adequate vision and hearing capabilities to perform technical support functions effectively. Work Environment Primarily office-based environment. Minimal exposure to outdoor weather conditions. Minimal exposure to hazardous materials or loud noise. Regular interaction with employees and technology equipment in a professional workplace.
