LIVEWIRE SOLUTIONS JOB DESCRIPTION IT TECHNICIAN TIER

II or

III SCHEDULE

Monday-Friday 8:00 AM-5:00 PM

EXPERIENCE

2+ years help desk or field

PHYSICAL

Lift up to 50 lbs Field-capable We are seeking a technically proficient and customer-centric Tier II or III IT Support Technician to join our growing team. As a higher-level technical support resource, you will troubleshoot and resolve more complex end-user issues while delivering responsive, professional service to our clients.

KEY RESPONSIBILITIES

User Support:

Respond to incoming service requests via telephone, web portal, and email, ensuring courteous, timely, and effective resolution of end-user issues.

Onboarding Support:

Provision and configure systems for new hires, helping ensure seamless integration into the client's team and technology environment.

Asset Management:

Identify equipment for procurement; assign, prepare, and ship assets according to defined processes and service-level expectations. Assist with system upgrades and new installations.

Remote & On-Site Troubleshooting:

Use remote tools and diagnostic utilities to resolve support requests. Coordinate and perform hands-on desktop-level fixes when remote support is not appropriate, including hardware repairs and peripheral deliveries.

Preventative Maintenance:

Regularly inspect and clean workstations, printers, and peripherals to help prevent potential issues.

Interdepartmental Collaboration:

Establish and maintain positive working relationships with colleagues and departments, promoting a cooperative team environment.

Advanced Troubleshooting:

Resolve complex issues involving operating systems, software applications, hardware, and network connectivity.

User Management:

Manage user accounts, access, and permissions in on-premises and/or cloud-based SSO and Active Directory environments.

Security:

Support proper security practices, including multi-factor authentication (MFA) setup, account reviews, and user-access audits.

Software License Management:

Perform software license reconciliation and troubleshoot license activation issues.

Low-Voltage Wiring:

Assist team members as needed with Cat5e/Cat6a low-voltage cabling and communications installations.

QUALIFICATIONS

Minimum of 2 years of previous help desk, technical support, or field IT experience. Strong verbal and written communication skills. Ability to work independently and collaboratively in a fast-paced environment. Team-oriented approach that values constructive feedback and collaboration. Customer-service mindset with a proactive approach to anticipating and resolving problems. Ability to perform root-cause analysis and determine an appropriate course of action. Strong understanding of computer equipment, peripherals, mobile devices, and standard software applications, including Microsoft Office, Microsoft 365, Windows operating systems, and iOS. Strong understanding of core computer networking technologies and concepts. Ability to use basic hand tools, including a drill, saw, and tape measure. Ability to periodically work on projects after hours and on weekends. Valid U.S. driver's license and reliable transportation.

PHYSICAL DEMANDS & WORK ENVIRONMENT

Work may include extended periods in both climate-controlled and non-climate-controlled environments. Ability to sit or stand for extended periods. Ability to lift equipment and supplies weighing up to 50 lbs. Ability to climb a ladder and work in tight or enclosed spaces, including attics and crawlspaces.

ABOUT LIVEWIRE

"We keep your IT systems running, so you can focus on running your business!" LiveWire Solutions is a locally owned information technology services firm serving small to mid-sized businesses, nonprofit organizations, and local governments throughout the Hampton Roads and Richmond areas. We provide a broad range of IT services using proven technology and management practices to deliver reliable, first-class results. Our team brings more than 30 years of collective IT engineering experience across a variety of industries. We focus on practical best practices and business solutions that create measurable value for our clients.

SERVICES WE PROVIDE

Managed IT Services IT Consulting Network Management Backup & Recovery VoIP Services Cloud-Hosted Services Low-Voltage Wiring Fiber

WHY JOIN OUR TEAM?

Growth Opportunities:

We invest in your professional development.

Positive Work Environment:

Supportive colleagues and a collaborative culture.

Impact:

Make a difference by helping users overcome technical challenges.

Above-Average Compensation:

Competitive compensation and paid time off.

BENEFITS

Competitive salary Opportunity for advancement Paid time off Training & development

SIMPLE IRA

matching QSEHRA health reimbursement Dependent Care Assistance Plan Mileage reimbursement or use of a company vehicle

SCHEDULE

Monday-Friday, 8:00 AM-5:00 PM Occasional weekend or after-hours work may be required with advance notice.

Pay:

$24.00 - $38.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) Health savings account Paid time off

Work Location:

In person