IT Support Technician Level 2

Description Summary:

The IT Support Technician is responsible for providing hands-on and remote IT support across Landus locations, with a strong emphasis on field-based technical work in industrial/ag environments. This role supports end users, installs and maintains network and camera infrastructure, and helps ensure reliable connectivity across facilities. The technician will provide hands-on support, diagnose technical problems, and contribute to improving overall IT service efficiency. Landus is committed to developing talent from within, and this role provides a strong foundation for career progression in IT.

Essential Duties & Responsibilities:

Other duties may be assigned. End-User Support & Service Desk Provide Level 2 IT support by answering Service Desk calls, monitoring the ticket queue, and resolving escalated issues Assist Level 1 Support via phone and Microsoft Teams with advanced troubleshooting and guidance Deliver in-person support at various Landus locations as needed Clearly, concisely, and promptly document all work and customer interactions in the Kaseya AutoTask ticketing system Ensure adherence to established service level agreements (SLAs) Proactively communicate status updates and resolutions to end users Field Support & Infrastructure Work Travel to company locations to diagnose and resolve IT issues in office and industrial (grain elevator) environments Install, configure, and troubleshoot network equipment including routers, switches, Access Points and wireless radio systems Run, terminate, and test Cat5/Cat6 network cable Install, configure, and maintain IP camera systems. Experience with Genetec systems is a plus Assist with VoIP system setup, troubleshooting, and device deployment Proactive Maintenance & Continuous Improvement Identify and address potential issues through routine site visits and proactive assessment Recommend improvements to enhance network reliability and user experience across locations Collaborate with internal IT teams to reduce recurring issues and improve support processes Customer Experience & Collaboration Build strong working relationships with end users and department managers Advocate for a seamless, efficient, and positive IT support experience Partner with other IT teams (Backend, Dev/Data, OT/Automation) on escalated or complex issues On-Call & Availability Participate in an on-call rotation (approximately every 4-5 weeks) to provide support after-hours as needed Documentation & Continuous Improvement Create and maintain clear documentation for technical processes, troubleshooting steps, and end-user self-help resources. Develop documentation aimed at reducing recurring issues and improving first-call resolution. Identify and implement process improvements that reduce ticket volume and drive overall productivity.

Requirements Position Requirements:

Education & Experience:

A bachelor's degree (B.S./B.A.) in Computer Science, Information Technology, or a related field is preferred. An associate's degree in computer science or equivalent experience (3-6 years) with relevant IT certifications will also be considered.

Skills Required:

Experience with a broad range of end-user technologies, including Windows, Microsoft 365 products, and remote desktop/terminal services. Strong troubleshooting skills, diagnostic abilities, and customer service orientation. Ability to apply technical knowledge effectively to resolve IT-related problems. Ability to terminate network cable. Excellent communication skills to assist and educate end users.

Certificates, Licenses, & Registrations:

A valid driver's license is required, as this role involves travel to various locations. Employees must adhere to the organization's motor vehicle safety policy. Certifications such as CCNA, MCSE, MCTS, or ITIL are highly desirable but not required.

Physical Requirements:

This role involves maintaining IT equipment, including transporting, unpacking, and installing computer systems or servers. The employee must be able to lift up to 40 lbs. to chest height and carry equipment up to 20 feet. Ability to navigate tight maintenance spaces, stairs, and ladders as needed. May require tolerance for working at heights.

Work Environment:

The work environment includes office settings, server rooms, and occasional customer locations. Exposure to high places, outdoor conditions, and electrical equipment. Noise levels are typically moderate.