IT Technician Tier 2 — Remote & On-Site Support

Cantex-Continuing-Care-Network; Carrollton (TX); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Competitive pay

Performance-based bonus opportunities

Health, dental, and vision insurance

401(k) with company match

Generous PTO/Sick time

Job summary

Cantex Continuing Care Network in Carrollton, TX is seeking an IT Technician (Tier 2) to provide advanced technical support for enterprise users, escalate from Tier 1, and diagnose complex software, hardware, and network issues, focusing on Windows 10/11, Azure AD, and Office 365.

Responsibilities include remote support, on-site visits, system configuration, hardware repair coordination, and knowledge base documentation, with an 80/20 remote/on-site workflow.

Qualifications

• Minimum 4 years of experience as an IT Technician or similar role.
• Experience with Windows 10/11, AD, Azure AD, and Office 365 environments.
• Strong knowledge of Office 365 applications (Word, Outlook, Excel).
• Ability to diagnose and troubleshoot software, hardware, and network issues.
• Excellent problem-solving and communication skills.
• Willingness to travel between office locations as needed.

Responsibilities

• Research and identify solutions to software, hardware, and network issues.
• Diagnose and troubleshoot technical problems, including account setup, Windows configuration, Azure AD, and Office 365.
• Ask targeted questions to quickly identify root causes.
• Track issues through resolution within established service-level expectations.
• Create knowledge base articles and documentation for recurring issues.
• Provide remote support via phone, email, chat, and remote desktop tools.
• Escalate unresolved issues to internal teams when necessary.
• Deliver prompt, accurate feedback and communication to end users.
• Travel between office locations as needed to support on-site issues.
• Perform hardware repairs and coordinate warranty service requests.
• Use internal and external resources to provide accurate technical solutions.
• Log all issues accurately in the ticketing system.
• Prioritize and manage multiple open tickets simultaneously.
• Follow up with users to ensure full functionality after troubleshooting.
• Maintain positive, professional relationships with clients and team members.

Skills

Windows 10/11

Active Directory

Azure AD

Office 365

Office 365 Apps

Remote support

Ticketing systems

Troubleshooting

Communication skills

Tools

Remote Desktop Tools

Ticketing Systems

Job description

Cantex Continuing Care Network in Carrollton, TX is seeking an IT Technician (Tier 2) to provide advanced technical support for enterprise users, escalate from Tier 1, and diagnose complex software, hardware, and network issues, focusing on Windows 10/11, Azure AD, and Office 365.

Responsibilities include remote support, on-site visits, system configuration, hardware repair coordination, and knowledge base documentation, with an 80/20 remote/on-site workflow.