IT Support Technician II - Service Center

snc; Lone Tree (CO); On-site; USD 35,000 - 48,000; Full time

Benefits offered by this job

Medical, dental, vision plans

401(k) with 150% match up to 6%

3 weeks paid time off

Tuition reimbursement

Job summary

SNC is seeking an IT Support Technician II to deliver advanced technical support for desktops, laptops, and network gear. The role emphasizes troubleshooting complex issues, software installation, and maintaining IT infrastructure within a corporate environment.

The position requires an Associate's degree (or 1+ years of relevant IT experience) and skills in AI-assisted problem solving, network troubleshooting, and strong customer service. Travel to multiple office sites may be required.

Qualifications

• Associate's degree or 1+ years of relevant IT support experience.
• Experience using AI tools to improve troubleshooting and ticket resolution.
• Strong written and verbal communication and customer care mindset.
• Ability to travel to different office locations as needed.

Responsibilities

• Diagnose and resolve hardware and software issues.
• Configure and deploy hardware and software systems.
• Support network connectivity issues and VPN access.
• Update technical documentation and SOPs.
• Assist in end-user training on IT systems and AI tools.
• Handle helpdesk tickets promptly and maintain inventory records.
• Provide conference room support and oversee asset management.

Skills

Troubleshooting

Communication

Teamwork

AI tools understanding

Customer care

Problem solving

Education

Associate's degree in related field

3+ years of related experience

Advanced degree may substitute for experience

Tools

ServiceNow

VPN technologies

RSA

Video Teleconference (VTC)

Job description

Do you have an eye for detail and a passion for developing innovation solutions? The IT Support Technician II provides advanced technical support for desktop/laptop computers and network equipment. This role includes troubleshooting complex issues, installing software, and maintaining IT infrastructure.

As SNC's corporate team, we provide the company and its business areas with strategic direction and business support spanning executive management, finance and accounting, operations, human resources, legal, IT, information security, facilities, marketing, and communications.

Responsibilities:

• Diagnose and resolve technical issues related to hardware and software.
• Configure and deploy hardware and software systems.
• Provide support for network issues, including connectivity problems.
• Contribute and update technical documentation and standard operating procedures.
• Assist in training end-users on the proper use of IT systems and applications.
• Respond to helpdesk tickets and resolve basic compute issues in a timely manner.
• Conference room support and maintenance.
• Maintain and update IT inventory and asset management records.

Qualifications You Must Have:

• Associate's degree in a related field of study.
• 1+ years of relevant experience.
• Relevant experience can be considered as a substitute for the required educational qualifications. In the absence of a degree, a minimum of 3 years of related experience is required.
• Higher level relevant degree may substitute for experience.
• Experience in utilizing AI tools to enhance troubleshooting and ticket resolution processes, ensuring timely and effective problem-solving.
• Understanding of AI operations and proven ability to assist users effectively in utilizing and navigating AI systems, including answering front-line questions on how to best utilize AI tools.
• Intermediate understanding of computer hardware, software, and network troubleshooting.
• Strong communication and problem-solving skills.
• Customer/solution ownership, an overall drive for excellence.
• Team focused with the capacity for knowledge sharing.
• Written and verbal communication skills with end users.
• Demonstrate a customer care philosophy that ensures a high level of customer satisfaction.
• Basic knowledge of current IT technical standards as related to computers, printers, network technology, drivers, software troubleshooting, VPN technologies, RSA, Video Teleconference (VTC), and other related peripherals.
• Comprehensive troubleshooting skills of industry standard hardware and software products/services.

Qualifications We Prefer:

• Certifications such as CompTIA A+, Network+, or Microsoft Certified IT Professional (MCITP).
• Experience in a corporate IT environment.
• A+ Certification.
• Technical documentation skills.
• Knowledge of Service Now and functionality.

Essential Functions:

• Ability to lift and move computer equipment up to 50 lbs.
• Regularly required to stand, walk, use hands, and reach with hands and arms.
• Working primarily in an office environment; some tasks may require work in server rooms.
• Ability to travel to different office locations as required.
• Ability to work on a computer for prolonged periods.

This posting will be open for application for a minimum of 5 days and may be extended based on business needs.

Estimated Starting Salary Range: $25.24 - $34.71. Compensation varies depending on a wide array of factors, such as candidates' key skills, relevant work experience, and education/training/certifications. The disclosed range estimate may be adjusted for any applicable geographic differential associated with the location at which the position may be filled.

SNC offers a generous benefit package, including medical, dental, and vision plans, 401(k) with 150% match up to 6%, life insurance, 3 weeks paid time off, tuition reimbursement, and more.

IMPORTANT NOTICE:

To conform to U.S. Government international trade regulations, applicant must be a U.S. Citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State or U.S. Department of Commerce.

Learn more about the background check process for Security Clearances.

SNC is a global leader in aerospace and national security committed to moving the American Dream forward. We're known and respected for our mission and execution focus, agility, and disruptive and rapid innovation. We provide leading edge technologies and transformative solutions that support our nation's most critical security needs. If you are mission-focused, thrive in collaborative environments, and want to make our country stronger with state-of-the-art technologies that safeguard freedom, join our team!

SNC is an Equal Opportunity Employer committed to an environment free of discrimination. Employment decisions are made based on merit without regard to race, color, age, religion, sex, national origin, disability, status as a pro