IT Support Technician - Tier II

We are seeking a technically proficient and customer-centric Tier 2 IT Support Technician to join our growing team. As higher level technical support you will be responsible for troubleshooting and resolving more complex end user issues.

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 set up systems for new hires, ensuring seamless integration into the team.
• Asset Management: Identify for procurement, assign, prep and ship assets according to defined processes to consistently meet or exceed defined SLAs. Assist in upgrading current systems and installing new systems.
• Remote & On-Site Troubleshooting: Utilize remote tools and diagnostic utilities to resolve support requests; coordinate and perform hands-on fixes at the desktop level when remote tools are not suitable, including hardware repairs and peripheral deliveries.
• Preventative Maintenance: Regularly inspect and clean workstations, printers, and peripherals to prevent potential issues.
• Interdepartmental Collaboration: Establish and maintain positive relationships with all departments and colleagues, promoting a cooperative working environment.
• Troubleshooting: Resolving complex issues related to operating systems, software applications, and network connectivity
• User Management: Managing user accounts and permissions on premises and/or in Cloud based SSO Active Directory Services.
• Security: Ensuring proper security practices, including multi-factor authentication (MFA) setups and user account audits
• Software License Management: Software license reconciliation, solving license activation issues.
• Low-voltage Wiring (Cat5e/Cat6a) Installations: May be required to assist other team members as needed for the installation of low-voltage cabling including communications.

Qualifications:

• Previous help desk or field experience is required (minimum of 2 years)
• Must have strong verbal and written communication skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Team player who values constructive feedback and collaboration.
• Customer service oriented and proactive in anticipating and resolving problems.
• Ability to perform root cause analysis and determine appropriate course of action.
• Strong understanding of an array of computer equipment, peripherals, mobile devices as well as standard software applications (MS Office and MS 365, Windows Operating Systems, and iOS)
• Strong understanding of core computer networking technology and concepts.
• Ability to use basic hand tools (drill, saw, tape measurer)
• Ability to periodically work on projects after hours and weekends.
• Must have a valid US driver’s license.
• Must have reliable transportation.

Physical Demands and Work Environment:

• Exposure to both climate controlled and non-controlled environments for extended periods of time.
• Ability to sit or stand for extended periods
• Ability to lift heavy equipment and supplies (up to 50 lbs).
• Ability to climb a ladder and operate in tight, enclosed spaces (attic, crawlspace)

About Us:

“We keep your IT systems running, so you can focus on running your business!”

LiveWire Solutions is a locally owned Information Technology services firm specializing in serving small to mid-tier businesses, non-profit organizations, and local governments in the Hampton Roads and Richmond area. LiveWire Solutions offers a wide range of Information Technology services, utilizing proven IT and management methodologies to achieve first-class results.

The LiveWire team has over thirty years of collective Information Technology engineering experience. In that time, they have served numerous clients in a variety of industries by bringing “Best Practices” to the development and deployment of business solutions. These Information Technology endeavors have resulted in true bottom line results, providing measurable benefits to our clients.

Schedule:

Monday - Friday 8am to 5pm

Occasional weekend hours may be required with advance notice

Services We Provide:

• Managed IT Services
• IT Consulting
• Network Management
• Backup and Recovery
• VoIP Services
• Cloud Hosted Services
• 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 salary and benefits package.

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

If you’re passionate about technology, have a love for customer service, enjoy assisting others, and thrive in a dynamic environment, we’d love to hear from you! Apply today and be part of our amazing team!

Job Type: Full-time

Pay: $24.00 - $28.00 per hour

Ability to Commute:

• Williamsburg, VA 23185 (Required)

Ability to Relocate:

• Williamsburg, VA 23185: Relocate before starting work (Required)

Work Location: In person