IT Support Technician II

Western-Reserve-Area-Agency-On-Aging; North Olmsted (OH); On-site; USD 52,000 - 78,000; Full time

Benefits offered by this job

Six weeks PTO

Thirteen paid holidays

Professional development funds

401K with company match

Paid parking

Medical, Dental, Vision benefits

Job summary

Western Reserve Area Agency on Aging is seeking an IT Support Technician 2 to provide advanced Tier 2 support and help improve IT operations. The role partners with the IT Manager and CIO to ensure high service levels, on-site operation, and a positive end-user experience.

Key duties include imaging and deploying devices, managing Microsoft 365 and Windows environments, and mentoring junior staff while maintaining strong documentation and security practices.

Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field.
• 4+ years in IT support or helpdesk role.
• Experience with Microsoft 365, Windows 10/11, Windows Server, and iOS environments.

Responsibilities

• Provide advanced Tier 2 IT support for hardware, software, network, and system-related issues.
• Escalate unresolved Tier 1 issues and mentor junior staff.
• Troubleshoot and resolve issues related to Microsoft 365, Windows environments, mobile devices, and core business applications.
• Lead device imaging, configuration, and lifecycle management.
• Monitor and manage the Freshdesk ticketing system to ensure timely resolution and SLA adherence.
• Analyze ticket trends and implement solutions to improve efficiency and reduce volume.
• Maintain documentation and asset inventory; support onboarding/offboarding processes.
• Assist in system upgrades, migrations and new technology deployments; support AV systems.

Skills

Troubleshooting

Microsoft 365

Windows 10/11

Windows Server

MDM

Security basics

Customer service mindset

Documentation

Strong communication

Education

Associate’s or Bachelor’s degree in IT or related field

Tools

Freshdesk

OBS

Yealink IP devices

Job description

Reports to: Chief Information OfficerFLSA Status: Non-exemptDedicate yourself to an Organization and Mission you can be proud of by joining the Western Reserve Area Agency on Aging!Our Mission:We provide choices for people to live independently in the place they want to call home.About Us:Western Reserve Area Agency on Aging (WRAAA) is a private non-profit corporation, organized and designated by the State of Ohio to be the planning, coordinating and administrative agency for federal and state aging programs in Cuyahoga, Geauga, Lake, Lorain and Medina Counties. It is one of twelve Area Agencies on Aging (AAAs) in the state organized together with local service provider organizations and the Ohio Department of Aging (ODA) to form the state's public aging services network. The network works together to create opportunities for Ohioan's to receive needed home and community services and supports; and to age successfully in their own homes and communities.Candidates we love…Self-motivated and compassionate workers looking to be part of a Best-in Class organizationTeam players who are committed to providing superior service to all they serveEnthusiastic professionals excited to grow with an organization that values dedication, innovation and collaboration.What our staff loves about us…A generous six-week PTO program and thirteen paid holidaysA $750.00 investment in professional development through a substantial, annual training funds allotmentA 401K program with company matchPaid parking in a covered parking garageMedical, Dental, Vision Benefits and so much more…Position Summary: The IT Support Technician 2 is responsible for providing advanced Tier 2 support and assisting with the stability, performance, and continuous improvement of IT operations at the Western Reserve Area Agency on Aging. This role serves as a key escalation point for complex technical issues and plays a critical role in maintaining service quality, mentoring junior staff, and supporting IT initiatives.The IT Support Technician 2 works closely with the IT Manager and CIO to ensure efficient operations, high service standards, and a positive end-user experience. This position is primarily located onsite at the Western Reserve Area Agency on Aging office.Job Duties:Provide advanced Tier 2 technical support for hardware, software, network, and system-related issuesAct as an escalation point for complex or unresolved Tier 1 issuesTroubleshoot and resolve issues related to Microsoft 365, Windows environments, mobile devices, and core business applicationsLead device deployment efforts, including imaging, configuration, and lifecycle managementMonitor and manage the Freshdesk ticketing system to ensure timely resolution, proper prioritization, and adherence to SLAsAnalyze ticket trends and recurring issues; recommend and implement solutions to improve efficiency and reduce volumeMaintain and improve documentation, including knowledge base articles, standard operating procedures, and asset inventorySupport onboarding and offboarding processes with a focus on accuracy, security, and user experienceAssist in maintaining system security, including MFA, access controls, and endpoint protectionSupport IT projects and initiatives, including system upgrades, migrations, and new technology deploymentsProvide guidance, mentorship, and technical support to IT Support Technician 1 and other team membersSupport and maintain A/V systems, conference room technology, and IP camera systemsCoordinate with vendors for issue resolution, equipment support, and service requestsEnsure operational continuity by proactively identifying risks and resolving issues before escalationPerform other duties as assigned in support of the agency’s IT infrastructureAssociate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field required.4+ years of experience in an IT support or helpdesk roleStrong troubleshooting skills across Microsoft 365, Windows 10/11, Windows Server, and iOS environmentsExperience with device imaging, deployment, mobile device management (MDM), and user account administrationProven ability to handle escalated technical issues independentlyExperience analyzing ticket trends and improving support processesStrong documentation skills and attention to detailExcellent communication skills with a strong customer service mindsetAbility to prioritize, manage multiple tasks, and operate with minimal supervisionExperience with Freshdesk or similar ticketing systemsFamiliarity with cybersecurity best practices and endpoint security toolsExperience with audiovisual tools such as OBS, Yealink, IP cameras, and smart displays is a plusReliable transportation required for occasional offsite support or hardware transportIf you are interested in joining our team of professionals, please complete the application and upload your resume and a cover letter. We look forward to hearing from you!The Agency is committed to providing equal employment and advancement opportunities to all. Employment decisions are made based on each person’s performance, qualifications, and abilities. The Agency does not discriminate in employment opportunities or practices on the basis of race, color, religion, gender, sex, national origin, age, disability status, health status, genetic information or ancestry, protected veteran status, sexual orientation, gender identity or expression, or any other protected characteristic.Western Reserve Area Agency on Aging’s Equal Employment Opportunity policy covers all aspects of employment practices, including selection, job assignment, compensation, discipline, termination, and access to benefits and training.