IT Tier II Support Technician

Pay starts at $22.00 per hour and up based on experience

About the Role

This is a hands-on, problem-solving role for someone who enjoys digging into complex IT issues and seeing them through to resolution. As a Tier II Support Technician, you’ll serve as the escalation point for technical challenges, working closely with system administrators, and vendors to keep systems running smoothly. This role is fast-paced, highly visible, and essential to daily operations—you’ll interact with staff across the organization and play a key role in delivering reliable, secure IT support.

What You’ll Do

• Serve as escalation support for Tier I technicians

• Troubleshoot advanced hardware, software, and network issues

• Support Windows environments and Microsoft 365 applications

• Manage user accounts in Active Directory / Azure AD

• Assist with network troubleshooting (VPN, Wi-Fi, connectivity issues)

• Install, configure, and maintain devices and peripherals

• Identify recurring issues and recommend long-term solutions

• Coordinate with Tier III support and external vendors

• Track, document, and communicate resolutions clearly to users

• Support equipment deployment, replacement, and inventory

What We’re Looking For

• Strong troubleshooting and analytical problem-solving skills

• Experience supporting Windows 10/11 and Microsoft 365

• Working knowledge of Active Directory / Azure AD

• Understanding of basic networking (TCP/IP, DNS, DHCP, VPN)

• Ability to explain technical issues to non-technical users

• Organized, detail-oriented, and customer-service focused

• Comfortable working both independently and as part of a team

This Role Might Not Be a Fit If…

• You prefer a remote or work-from-home position

• You’re not comfortable being on-call or responding to urgent issues

• You prefer repetitive tasks over troubleshooting new problems

• You struggle to communicate technical information clearly to others

• You’re not comfortable working directly with end users

What the Job Is Really Like

• You’ll handle a mix of planned work and unexpected issues daily

• Some problems will require deep investigation and persistence

• You’ll be switching between tasks and priorities frequently

• You’ll work closely with both technical teams and non-technical staff

• Strong communication is just as important as technical skill

What You Bring

• High School Diploma or equivalent (required)

• 2–4 years of IT support experience (Tier I or II preferred)

• Associate degree in IT or related field (or equivalent experience)

• Experience in enterprise, nonprofit, healthcare, or education environments preferred

• Reliable transportation (local travel required)

Preferred Certifications

• CompTIA A+, Network+, or Security+

• Microsoft certifications (MD-102, MS-900, or similar)

• ITIL Foundation

Why You’ll Love It Here

• Mission-driven organization making a real community impact

• Variety of technical challenges that build your skills

• Collaborative and supportive team environment

• Opportunity to grow within IT and the organization

Our Mission

To put Christian principles into practice through programs that build healthy spirit, mind, and body for all.

QUALIFICATIONS:

• High School Diploma or equivalent is required.
• 1 to 2 years minimum experience in technical support with computer hardware, operating systems, productivity software, Microsoft 356, networking, printers, and PC peripherals.
• Networking and Microsoft certifications preferred.
• Valid drivers license, automobile insurance and reliable transportation required for local site to site travel. Mileage reimbursable.
• Certifications required within 30 days of hire: CPR/AED & First Aid, New Employee Orientation. Online prehire trainings required.
• Excellent interpersonal, communication, and problem-solving skills.
• Ability to relate and communicate effectively to diverse groups of people from all social and economic segments of the community.