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.

Experience:

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