SL Tennessee

Position Title: IT Technician II General Description A Level 2 IT Technician serves as the primary escalation point for unresolved technical issues. They are responsible for diagnosing complex hardware/software problems, managing user accounts, configuring network infrastructure, and mentoring junior technicians. This role bridges standard helpdesk tasks and advanced systems administration. Responsibilities Complex Troubleshooting: Handle escalated, unresolved tickets from Tier 1 support. Resolve difficult issues with operating systems, backend applications, and hardware. Asset Management: Deploy, image, and maintain workstations, laptops, VoIP phones, and printers. Documentation: Update the corporate knowledge base with detailed technical workarounds to reduce future downtime. Mentorship: Assist with training and advising Level 1 support technicians. Job Requirements Work Experience Typically 2-4 years of experience in an IT support or helpdesk role. Education Preferred credentials include CompTIA A+, Network+, or Security +. Knowledge, Skills and Abilities Strong understanding of Windows environments (Windows Pro, Windows Server) and Microsoft Applications. Excellent customer service, strong analytical problem-solving, and the ability to explain technical concepts to non-technical staff. PId522e6-