Level 2 IT Technician - RideNow Allen

RideNow Group; Allen (TX); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Life and Disability Insurance

Paid Time Off

Employee discounts

Job summary

RideNow Group in Allen, TX is seeking a Level 2 IT Technician to act as the primary escalation point for complex IT issues beyond Level 1 support. You will manage infrastructure, perform systems administration tasks, and lead technical projects while mentoring Level 1 staff for faster resolutions.

The role requires 3–5 years in IT support or admin, strong Windows, Google Workspace and M365 skills, and solid networking knowledge. On-site with standard benefits and opportunities for growth.

Qualifications

• 3–5 years in an IT support or systems administration role.
• Strong Windows OS, Google Workspace, and Microsoft 365 knowledge.
• Networking fundamentals (TCP/IP, DNS, DHCP, VLANs) and security basics.

Responsibilities

• Tier 2 escalation for complex hardware, software, and connectivity issues.
• Support local network, servers, and cloud infrastructure management.
• Mentor Level 1 staff and develop SOPs for the knowledge base.
• Oversee access provisioning and enforce security policies.
• Document systems, projects, and technical processes.

Skills

Windows OS

Google Workspace Admin

Microsoft 365

Networking fundamentals

Cisco VoIP experience

Active Directory

Group Policy

Device management

Helpdesk ticketing

Education

Bachelor’s degree in IT or CS

Certs: Network+/Security+/MCSA

Tools

Active Directory

Group Policy

Device management

Ticketing software

Job description

Job Description: Level 2 IT Technician
Location: Allen, TX Reports To: Level 2 Manager

Position Summary
The Level 2 IT Technician serves as the primary escalation point for technical support
requests that exceed the scope of the Level 1 Support team. While maintaining the high
standard of professional technical assistance established by Tier 1, the Level 2 Technician
manages more complex infrastructure issues, systems administration tasks, and technical
projects. This role is critical in bridging the gap between front-line support and senior
infrastructure teams, providing mentorship and technical guidance to Level 1 staff to
ensure organizational continuity and technical excellence.

Key Responsibilities

Advanced Escalation & Support

• Tier 2 Resolution: Act as the primary escalation point for complex hardware,
  software, and connectivity issues that cannot be resolved by Level 1.
• Infrastructure Management: Support the maintenance and troubleshooting of
  local office network equipment, servers, and cloud-based infrastructure.
• Advanced Diagnostics: Utilize advanced diagnostic tools and critical thinking to
  identify root causes for recurring or systemic technical failures.

Mentorship & Team Assistance

• Level 1 Support: Actively assist Level 1 Technicians with troubleshooting sessions to
  improve their technical proficiency and resolution speed, as well as handle Level 1
  calls when call volume exceeds L1 staffing.
• Knowledge Transfer: Develop and maintain high-quality documentation and SOPs
  for the internal knowledge base to empower Level 1 self-service and triage.
• Onboarding Oversight: Oversee complex access provisioning and account setups
  initiated by Level 1 to ensure strict adherence to security protocols.

Systems & Project Execution

• Security & Compliance: Monitor and enforce IT security policies and audit controls,
  ensuring data integrity across all managed systems.
• Technical Projects: Manage and work alongside other team members on complex
  technical projects while maintaining sufficient documentation.
• Continuous Improvement: Identify opportunities for process automation or
  system enhancements to reduce the volume of repeat incidents.

Requirements

Experience & Education

• Years of Experience: 3–5 years in an IT support or systems administration role.
• Technical Proficiency: Advanced knowledge of Windows operating systems, Google
  Workspace administration, Microsoft 365, and networking fundamentals (TCP/IP,
  DNS, DHCP, VLANs). Cisco VoIP experience is a plus.
• Education: Bachelor’s degree in Information Technology, Computer Science, or a
  related field preferred; relevant certifications (e.g., CompTIA Network+, Security+, or
  MCSA) are highly valued.

Technical & Specialized Skills

• System Administration: Hands-on experience with Active Directory, Group Policy,
  and device management.
• Ticket Management: Expertise in helpdesk ticketing software and the ability to
  manage complex ticket lifecycles from intake through escalation.
• Professional Documentation: Ability to write clear, technical procedural manuals
  for use by both technical staff and non-technical end-users.

Soft Skills

• Mentorship: A natural inclination to coach and develop junior staff while
  maintaining a high level of empathy for end-user challenges.
• Strategic Prioritization: The ability to balance high-priority ticket escalations with
  long-term project deadlines under minimal supervision.
• Clear Communication: Capability to translate complex technical concepts into
  actionable steps for stakeholders at all levels of the organization.
• Must be able to sit for prolonged periods of time at work station

All applicants must pass pre-employment screening, including background and MVR checks.

What We Offer:

• Employer paid Life and Short-Term Disability Insurance
• Paid time off and vacation
• Employee discounts on parts, gear, and merchandise

IND02

Work Type

On-Site

Position Type

Full Time

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