IT Support Technician Level II

The IT Support Technician Level II provides front-line technical support to end users by responding to service tickets and in-person requests related to hardware, software, networking, and peripheral devices. This role involves troubleshooting, imaging, and deploying computer systems, maintaining user accounts, and supporting onboarding processes. Strong communication skills, professionalism, and the ability to build trust with users are essential, as is working collaboratively with the IT team to resolve complex issues.

Candidates should have hands‑on experience with Windows 11, Microsoft
365, and basic networking, with familiarity in Active Directory and Apple device support. The IT Support Technician Level 2 is required to interact with staff at all levels.

The hours for this position are Monday - Friday 7:00 am - 4:00 pm. Flexibility to cover weekends when needed.

• Answer and evaluate incoming service tickets and in-person requests for assistance from users experiencing problems with desktop hardware, software, networking, and other computer‑related technologies. Handle assigned work requests according to designated goals and objectives.
• Troubleshoot IT and related end‑user issues related to network access (Active Directory), desktop systems (hardware, software, connectivity, network devices, file share, print services, and desktop security).
• Actively build trust with customer base and IT by providing professional, prompt, and courteous end‑user assistance for all computing devices and applications.
• Handle IT onboarding process for new hires.
• Assign permissions as requested in NAF forms.
• Handle problem recognition, research, isolation, and follow‑up for user issues. Maintain contact with other members of the IT team to discuss ongoing issues/projects and refer more complex problems to the Lead IT Tech or IT Manager as needed.
• Schedule and complete preventative maintenance for PCs, laptops, and printers.
• Troubleshoot and replace hardware, hard drives, memory, and other networking peripherals. Image, repair, and deploy PC systems and iPads to end users/labs.
• Install, configure, and support copiers, fax applications, printers, scanners, and miscellaneous peripheral hardware.
• Aptitude to train end users and other IT Team members – both one‑on‑one and in groups.
• Aptitude to quickly identify specific hardware and software problems and troubleshoot.
• Aptitude to communicate effectively with all levels of employees/management.
• Adhere to all IT and company policies, practices, and processes.

• Excellent verbal and interpersonal skills.
• Maintain an elevated knowledge of the IT ticketing systems or an ability to learn the same.
• Candidates must be willing and able to work nights and/or weekends.
• Demonstrate ability to grow in position and responsibilities up to and including server and network administration.
• Advanced knowledge of Microsoft Windows 11 and Office
  365 products.
• Proficient with PC imaging software.
• Advanced knowledge of Active Directory and Office
  365 management portal for user/mailbox administration.
• IP networking knowledge and troubleshooting experience.
• Advanced experience in hardware and software installations on Desktops and Laptops is required for this position.
• Advanced experience configuring and installing applications to Apple devices such as iPads and iPhones.

• High School degree or equivalent required. Associate or bachelor’s degree preferred.
• A minimum of three years’ experience, hands‑on, deploying and supporting IT desktop and infrastructure services preferred.
• Applicable Microsoft desktop or network certifications or coursework underway.
• Microsoft Certified Professional (MCP) or A+ certification preferred but not required.
• Travel may be necessary and required to Wedgewood sites and other included locations.

• A comprehensive benefits package that includes health, dental, and flexible spending accounts.
• 401(k) retirement plan with a generous company contribution to help you save for the future.
• Company Paid Life and disability insurance.
• Access to voluntary insurance options.
• A generous paid time off program that…