Level 2 IT Technician

ASK Technologies, Inc.; False Pass (AK); Hybrid; USD 60,000 - 80,000; Full time

Job summary

ASK Technologies, Inc. is seeking a Level 2 IT Technician to provide advanced support for end users, systems, and network infrastructure. You will handle escalations from Level 1 and assist with system administration tasks.

The role covers Windows/macOS, Active Directory, Office 365 administration, and basic networking, with hybrid or on-site work and collaboration with Level 3 engineers.

Qualifications

• 2–4 years IT support experience or equivalent training.
• Strong knowledge of Windows 10/11 and macOS.
• Experience with Active Directory, Office 365 admin, and basic networking.
• Familiarity with ticketing systems (Autotask).
• Ability to diagnose and resolve intermediate to advanced technical issues.
• Strong communication and customer service skills.
• Ability to work independently and manage multiple priorities.

Responsibilities

• Troubleshoot and resolve escalated hardware, software, and network issues.
• Support Windows and macOS, user accounts, and workstation configurations.
• Manage Active Directory tasks like password resets and group changes.
• Configure, deploy, and maintain desktops, laptops, and mobile devices.
• Install and troubleshoot business applications.
• Monitor system performance and assist with updates and maintenance.
• Document solutions in the ticketing system.
• Collaborate with Level 3 engineers on complex issues.
• Provide guidance to Level 1 technicians and improve processes.
• Assist with onboarding/offboarding tasks and equipment setup.

Skills

Windows 10/11

macOS

Office 365 administration

Active Directory

Networking basics

Ticketing systems (Autotask)

Communication skills

Independent work

Tools

SCCM

Intune

MDT

PowerShell

Bash

Azure

AWS

Job description

Job Description

The Level 2 IT Technician provides advanced technical support for end users, systems, and network infrastructure. This role handles escalated issues from Level 1 support, performs deeper troubleshooting, and assists with system administration tasks. The technician ensures timely resolution of technical problems while maintaining high customer satisfaction.

Key Responsibilities

• Troubleshoot and resolve escalated hardware, software, and network issues.
• Support Windows/macOS operating systems, user accounts, and workstation configurations.
• Manage Active Directory tasks such as password resets, group membership changes, and workstation joins.
• Configure, deploy, and maintain desktops, laptops, mobile devices, and peripherals.
• Install, update, and troubleshoot business applications.
• Monitor system performance and assist with patching, updates, and routine maintenance.
• Support network components including switches, Wi‑Fi, VPN, and basic firewall rules.
• Document solutions, procedures, and technical notes in the ticketing system.
• Collaborate with Level 3 engineers on complex issues and project work.
• Provide guidance to Level 1 technicians and help improve support processes.
• Assist with onboarding/offboarding tasks such as account creation and equipment setup.

Required Skills & Qualifications

• 2-4 years of IT support experience or equivalent technical training.
• Strong knowledge of Windows 10/11, macOS, and common enterprise applications.
• Experience with Active Directory, Office 365 administration, and basic networking.
• Familiarity with ticketing systems (Autotask).
• Ability to diagnose and resolve intermediate to advanced technical issues.
• Strong communication and customer service skills.
• Ability to work independently and manage multiple priorities.

Preferred Qualifications

• CompTIA A+, Network+, or similar certifications.
• Experience with imaging tools (SCCM, Intune, MDT, etc.).
• Basic scripting knowledge (PowerShell, Bash).
• Exposure to cloud platforms such as Azure or AWS.

Work Environment

• Hybrid or on-site support depending on company needs.
• May require occasional after-hours support or on-call rotation.
• Physical ability to lift and move equipment (typically 25-50 lbs).

Company Description

ASK Is a full-service IT Provider, servicing customers primarily in the Philadelphia metropolitan area. We specialize in managed IT support, Hosted Services, Security, Backup and disaster recovery, and Infrastructure services.