Information Technology Support Technician - Level 2

Overview

Information Technology Support Technician - Level 2 role to plan, design, develop, and launch efficient information systems and operations systems in support of core organizational functions. This position provides Level 2 support, along with Level 1 helpdesk support and backup support for systems and network administration as needed.

Responsibilities

• Provides Level 1 support for users, including desktop / laptop imaging, setup, and troubleshooting; printer setup and troubleshooting; messaging support; mobile device support (including tablets and mobile phones); and VoIP phone system support and troubleshooting.
• Provides Level 2 support for users, including troubleshooting and resolving issues related to :
• Active Directory tasks (creation of secure groups, Group Policy troubleshooting such as printer deployment, and management of Domain Trust Relationships).
• VLAN connectivity issues.
• Multifactor Authentication (MFA) issues.
• Ensures timely completion of all assigned Requests for Support submitted through the IT department's ticketing system and documents all action steps taken to resolve requests.
• Deploys patch updates for Windows Server infrastructure using Group Policy and Windows Server Update Services (WSUS).
• Creates and audits security policies for IT systems; maintains awareness of changes in security practices and new threats.
• Maintains and configures wireless handheld scanning devices.
• Documents processes for repeatability and consistency.
• Leads Contec IT projects involving internal and external resources; ensures accountability and timely delivery across contributors.
• Maintains relationships with third-party IT vendors; ensures accurate documentation of services rendered and related communications.
• Participates in ISO 9001 quality standards guidelines in accordance with Contec's quality goals.
• Other duties as assigned.

Requirements

Associates' degree in Information Technology or related field preferred; one (1) to two (2) years related experience and / or training; or an equivalent combination of education and experience.

Work Environment & Physical Demands

The work environment characteristics are representative of those encountered while performing essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. The associate is occasionally exposed to risk of electrical shock. The noise level is usually moderate. Associate may occasionally work evening and weekend hours to meet deadlines based on immediate business needs.

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The associate must occasionally lift up to 40 pounds and may need to traverse or position themselves as part of duties. Specific vision abilities required include close, distance, and color vision.

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