IT Support Technician

Job Summary

Providing Tier II IT support in a remote contract role, the IT Support Technician II will manage tickets from intake to resolution, troubleshoot Windows and macOS issues, and assist with application and network support in a multi-site environment.

Key Responsibilities:

• Deliver Tier I & II technical support via ticketing system, addressing connectivity, file share, printing, and device issues
• Own tickets from intake through resolution, ensuring proper documentation and escalation as needed
• Troubleshoot and resolve Windows 10/11 endpoint issues, as well as provide support for macOS and related application systems

Required Qualifications:

• Professional Tier II helpdesk/technical support experience, preferably in a remote environment
• Hands-on experience with Windows 10 support; Windows 11 support preferred
• Experience using ticketing systems and structured ticket queues
• Familiarity with ITIL processes, including incident management and escalation paths
• Ability to troubleshoot common systems-level issues, including connectivity and basic DHCP/DNS problems