Senior IT Support Technician II - Tier 2, On Site

Western-Reserve-Area-Agency-On-Aging; North Olmsted (OH); On-site; USD 52,000 - 78,000; Full time

Benefits offered by this job

Six weeks PTO

Thirteen paid holidays

Professional development funds

401K with company match

Paid parking

Medical, Dental, Vision benefits

Job summary

Western Reserve Area Agency on Aging is seeking an IT Support Technician 2 to provide advanced Tier 2 support and help improve IT operations. The role partners with the IT Manager and CIO to ensure high service levels, on-site operation, and a positive end-user experience.

Key duties include imaging and deploying devices, managing Microsoft 365 and Windows environments, and mentoring junior staff while maintaining strong documentation and security practices.

Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field.
• 4+ years in IT support or helpdesk role.
• Experience with Microsoft 365, Windows 10/11, Windows Server, and iOS environments.

Responsibilities

• Provide advanced Tier 2 IT support for hardware, software, network, and system-related issues.
• Escalate unresolved Tier 1 issues and mentor junior staff.
• Troubleshoot and resolve issues related to Microsoft 365, Windows environments, mobile devices, and core business applications.
• Lead device imaging, configuration, and lifecycle management.
• Monitor and manage the Freshdesk ticketing system to ensure timely resolution and SLA adherence.
• Analyze ticket trends and implement solutions to improve efficiency and reduce volume.
• Maintain documentation and asset inventory; support onboarding/offboarding processes.
• Assist in system upgrades, migrations and new technology deployments; support AV systems.

Skills

Troubleshooting

Microsoft 365

Windows 10/11

Windows Server

MDM

Security basics

Customer service mindset

Documentation

Strong communication

Education

Associate’s or Bachelor’s degree in IT or related field

Tools

Freshdesk

OBS

Yealink IP devices

Job description

Western Reserve Area Agency on Aging is seeking an IT Support Technician 2 to provide advanced Tier 2 support and help improve IT operations. The role partners with the IT Manager and CIO to ensure high service levels, on-site operation, and a positive end-user experience.

Key duties include imaging and deploying devices, managing Microsoft 365 and Windows environments, and mentoring junior staff while maintaining strong documentation and security practices.