Senior IT Support Technician II – Onsite & Tier-2

Western Reserve Area Agency On Aging; North Olmsted (OH); Sur place; USD 50 000 - 61 000; Plein temps

Avantages offerts par ce poste

Six weeks PTO

Thirteen paid holidays

Professional development funds $750

401K with company match

Paid parking

Medical, Dental, Vision

Résumé du poste

The IT Support Technician 2 at Western Reserve Area Agency on Aging is responsible for providing advanced Tier 2 support and helping maintain stable IT operations onsite in North Olmsted, OH.

You'll mentor junior staff, handle complex escalations, assist with system upgrades, and support devices, security, and AV systems, ensuring a positive end-user experience and dependable technology for staff. This on-site role offers benefits including PTO, holidays, and professional development support.

Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field required.
• 4+ years of experience in an IT support or helpdesk role
• Strong troubleshooting skills across Microsoft 365, Windows 10/11, Windows Server, and iOS environments
• Experience with device imaging, deployment, mobile device management (MDM), and user account administration
• Proven ability to handle escalated technical issues independently
• Experience analyzing ticket trends and improving support processes
• Strong documentation skills and attention to detail
• Excellent communication skills with a strong customer service mindset
• Ability to prioritize, manage multiple tasks, and operate with minimal supervision
• Experience with Freshdesk or similar ticketing systems
• Familiarity with cybersecurity best practices and endpoint security tools
• Experience with audiovisual tools such as OBS, Yealink, IP cameras, and smart displays is a plus
• Reliable transportation required for occasional offsite support or hardware transport

Responsabilités

• Provide advanced Tier 2 technical support for hardware, software, network, and system-related issues
• Act as an escalation point for complex or unresolved Tier 1 issues
• Troubleshoot and resolve issues related to Microsoft 365, Windows environments, mobile devices, and core business applications
• Lead device deployment efforts, including imaging, configuration, and lifecycle management
• Monitor and manage the Freshdesk ticketing system to ensure timely resolution, proper prioritization, and adherence to SLAs
• Analyze ticket trends and recurring issues; recommend and implement solutions to improve efficiency and reduce volume
• Maintain and improve documentation, including knowledge base articles, standard operating procedures, and asset inventory
• Support onboarding and offboarding processes with a focus on accuracy, security, and user experience
• Assist in maintaining system security, including MFA, access controls, and endpoint protection
• Support IT projects and initiatives, including system upgrades, migrations, and new technology deployments
• Provide guidance, mentorship, and technical support to IT Support Technician 1 and other team members
• Support and maintain A/V systems, conference room technology, and IP camera systems
• Coordinate with vendors for issue resolution, equipment support, and service requests
• Ensure operational continuity by proactively identifying risks and resolving issues before escalation
• Perform other duties as assigned in support of the agency's IT infrastructure

Connaissances

Customer service mindset

Strong troubleshooting skills

Excellent communication

Ability to prioritize

Mentorship

Formation

Associate's degree in Information Technology or related field

Outils

Freshdesk

Description du poste

The IT Support Technician 2 at Western Reserve Area Agency on Aging is responsible for providing advanced Tier 2 support and helping maintain stable IT operations onsite in North Olmsted, OH.

You'll mentor junior staff, handle complex escalations, assist with system upgrades, and support devices, security, and AV systems, ensuring a positive end-user experience and dependable technology for staff. This on-site role offers benefits including PTO, holidays, and professional development support.