Senior IT Escalation Technician – On‑Site, Mon–Fri (On‑Call)

Advanced Business Methods, Inc.; Bismarck (ND); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

401(k) with employer match

Medical, Dental, and Vision insurance

PTO

Employee Stock Ownership Plan (ESOP)

ESOP

Flexible Spending Account (FSA) / HSA

Life and AD&D Insurance

Short-Term Disability

Job summary

Advanced Business Methods (ABM) in Bismarck, ND seeks a T2 Escalation Technician to resolve complex hardware, software, and network issues. You will manage escalated Level 2 tickets, collaborate with Level 3 resources, and ensure SLAs are met with onsite and remote support.

The role emphasizes troubleshooting, clear client communication, and proactive performance maintenance. The position requires strong IT skills, professional documentation, and a willingness to mentor Level 1 technicians while

Qualifications

• High School Diploma or equivalent.
• Minimum of 3 years IT support or related role.
• Experience supporting Windows and Mac operating systems.
• Experience with remote support tools and ticketing systems.
• Familiarity with ITIL or similar IT service management frameworks.
• Relevant certifications preferred (CompTIA A+, Network+, Microsoft).

Responsibilities

• Provide advanced technical support for hardware, software, and network-related issues.
• Diagnose and resolve escalated Level 2 tickets; elevate to Level 3 as needed.
• Deliver onsite and remote support to clients.
• Communicate clearly to understand and resolve client technical concerns.
• Maintain detailed documentation of client configurations, procedures, and resolutions.
• Mentor and support Level 1 technicians, improving technical skills.
• Monitor client environments for performance and security issues and take proactive actions.
• Collaborate with Level 1 and Level 3 teams to resolve complex issues.
• Stay current on emerging technologies and best practices.
• Ensure a high level of customer satisfaction through responsive service delivery.

Skills

Troubleshooting

Network issues

Windows & Mac

Remote support tools

Communication

Documentation

Mentoring

Education

High School Diploma

IT certifications preferred

Tools

Ticketing systems

Remote access tools

Job description

Advanced Business Methods (ABM) in Bismarck, ND seeks a T2 Escalation Technician to resolve complex hardware, software, and network issues. You will manage escalated Level 2 tickets, collaborate with Level 3 resources, and ensure SLAs are met with onsite and remote support.

The role emphasizes troubleshooting, clear client communication, and proactive performance maintenance. The position requires strong IT skills, professional documentation, and a willingness to mentor Level 1 technicians while