IT User Support Technician II

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

Overview

IT User Support Technician II provides advanced technical support to end users and serves as an escalation point for complex incidents and service requests. This role is responsible for troubleshooting hardware, software, network, and application issues while adhering to ITIL best practices for Incident, Problem, Change, and Service Request Management. The technician delivers exceptional customer service, ensures timely resolution of issues, and contributes to continuous service improvement initiatives.

As of August, 2026 all IT User Support Technician/s II will meet the following education, experience, and certification criteria. All IT User Support Technician/s II hired prior to August, 2026 may be excluded from these requirements.

***This position is considered Hybrid, which means that individuals in this position may work both at an approved Offsite location and Onsite at a primary location or multiple locations based on Business Needs

Responsibilities

Essential Duties:

• Demonstrate strong and consistent customer service skills focused on patience and empathy.
• Serve as second tier point of contact for users who are contacting User Support via ServiceNow, Microsoft Teams, phone, and email.
• Identify, research, and resolve support Tier I and Tier II incidents and requests Prioritize, categorize, and document tickets accurately within the ServiceNow platform.
• Escalate unresolved issues to appropriate technical teams while maintaining ownership through resolution.
• Mentor, train, and support Tier 1 Technicians Serve as the point of escalation for complex incidents and requests Contribute to Knowledge Management by creating and maintaining support documentation and knowledge articles.
• Perform account administration, including password resets, user provisioning, and access management.
• Diagnose and resolve complex hardware, software, operating system, and network-related issues.
• Represent the User Support Service Desk in Major Incident and security incident response war rooms Identify opportunities to improve support processes, documentation, and user experience.
• Participate in regular onsite team events, after-hours support, and on-call rotations as required.
• Act as point of contact with vendors to resolve technical problems with desktop computing equipment and software Perform intermediate tasks in Microsoft Active Directory, Microsoft 365, and Intune Use and enforce timely, strict, and thorough documentation/logging practices.
• Participate in Problem Management activities by identifying recurring issues and root causes.
• Support Change Management processes by implementing approved changes and documenting outcomes.
• Support endpoint management, software deployment, and device lifecycle management.
• Monitor service desk queues to ensure timely response and resolution and provide proactive updates regarding ticket status and resolution timelines.

Perform other duties as assigned.

Qualifications

MINIMUM EDUCATION:

• High School Diploma (or equivalent) - Required
• Associates Degree in Information Technology related field (higher degree accepted) - Preferred

MINIMUM EXPERIENCE:

• 3 Years of desktop support experience - Required

REQUIRED CERTIFICATIONS/LICENSURE:

• CompTIA A+ Certification - Required Upon Hire
• ITIL 4 or 5 Foundation Certification - Required within 6 months