IT Support Tech II — Remote/Onsite Troubleshooter

R.e.-Michel-Compan; Glen Burnie (MD); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Prescription Plans

401(k)

Job summary

R.E. Michel Company is seeking an IT Support Tech, Tier II in Glen Burnie, MD. The role focuses on supporting Tier 1 staff, desktops, phones, and related systems, resolving escalated tickets with strong technical knowledge.

The ideal candidate will have experience with Windows 10, Active Directory, remote support, and IBM iSeries/AS400. You will help rollout new systems, maintain hardware, and ensure excellent customer service while handling high call volumes.

Qualifications

• Proven experience with Windows 10 administration.
• Experience with Windows Active Directory.
• Experience supporting remote users.
• Familiarity with Microsoft Office applications.

Responsibilities

• Provide remote and onsite advanced troubleshooting support to end-users.
• Troubleshoot network connectivity issues for onsite and remote locations.
• Serve as an escalation point for all unresolved Tier I support issues.
• Assist with the rollout of new systems, applications, and desktop images.
• Provide a high level of customer service to all end users.
• Communicate with end-users as required, keep users updated on support progress, and notify them once the issue has been resolved.
• Support Windows 10, iOS, Android, and some Mac OS.
• Troubleshoot, maintain, repair, upgrade and install desktop computer hardware, printers, phones, and other equipment.
• Set up and support hardware, software, network access, telephones, and other equipment for new hires and existing employees.
• Ability to handle high call volumes

Skills

Windows 10

Active Directory

Microsoft Office

Remote support

IBM iSeries/AS400

Thin clients

Networking basics

Customer service

Troubleshooting

2+ years experience

Job description

R.E. Michel Company is seeking an IT Support Tech, Tier II in Glen Burnie, MD. The role focuses on supporting Tier 1 staff, desktops, phones, and related systems, resolving escalated tickets with strong technical knowledge.

The ideal candidate will have experience with Windows 10, Active Directory, remote support, and IBM iSeries/AS400. You will help rollout new systems, maintain hardware, and ensure excellent customer service while handling high call volumes.