IT Technician II - Service Desk

The IT Technician II serves as a Tier 2 (L2) Advanced Technical Support resource for the IT Service Desk. The primary focus of this role is to provide immediate technical support, resolving incidents and services requests that require deeper troubleshooting, elevated permissions, or specialized knowledge beyond Tier 1 capabilities. The mid-level position requires strong diagnostic skills, greater autonomy, and hands-on experience with enterprise IT systems. The IT Technician II also mentors Tier 1 staff, contributes to knowledge management, and supports problem management and change management activities.
 
Key Responsibilities 
 
Support & Troubleshooting 
Handle escalated incidents and requests from Tier 1, providing advanced diagnostics and root cause isolation. 
Resolve medium-to-high complexity issues including application errors, operating system issues, network connectivity, and account permissions. 
Administer and troubleshoot Windows 11 in a dom...