Hybrid IT User Support Technician II - Escalation Expert

Central Health; Austin (TX); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Central Health is seeking an IT User Support Technician II to provide advanced technical support to end users, handling hardware, software, network, and application issues in a hybrid work setting. You will act as a key escalation point and help maintain service quality.

Responsibilities include resolving Tier I/II incidents, documenting tickets, and mentoring Tier 1 staff. Candidates should have 3+ years of desktop support, CompTIA A+, and ITIL foundations completed within six months.

Qualifications

• High School Diploma or equivalent - Required.
• Associates Degree in Information Technology or related field - Preferred.
• 3 years of desktop support experience - Required.
• CompTIA A+ Certification - Required Upon Hire.
• ITIL 4 or 5 Foundation Certification - Required within 6 months.

Responsibilities

• Serve as second tier point of contact for users via ServiceNow, Teams, phone and email.
• Identify, research, and resolve Tier I/II incidents; categorize and document tickets.
• Escalate unresolved issues to technical teams; maintain ownership until resolution.
• Mentor and support Tier 1 Technicians; contribute to knowledge articles.
• Perform account administration: password resets, provisioning, access management.
• Diagnose hardware, software, OS, and network issues; ensure timely resolution.
• Represent desk in major incidents and security war rooms; improve processes.
• Participate in on-site events, after-hours support, and on-call rotations.
• Coordinate with vendors to resolve desktop equipment/software problems.
• Document changes and outcomes; support change and problem management.

Skills

Customer service

Patience

Empathy

Escalation handling

Education

High School Diploma

Associates Degree in IT

Tools

ServiceNow

Microsoft Teams

Active Directory

Microsoft 365

Intune

Job description

Central Health is seeking an IT User Support Technician II to provide advanced technical support to end users, handling hardware, software, network, and application issues in a hybrid work setting. You will act as a key escalation point and help maintain service quality.

Responsibilities include resolving Tier I/II incidents, documenting tickets, and mentoring Tier 1 staff. Candidates should have 3+ years of desktop support, CompTIA A+, and ITIL foundations completed within six months.