IT Support Technician II

This is a fully remote position, open to applicants in California.

📋 Description

• Provide assistance with technical inquiries received through phone, email, ticketing systems, and messaging apps.

• Evaluate the nature of issues and address first-level support problems by troubleshooting both software and hardware challenges.

• Document and log support tickets and/or cases accurately.

• Function in a support role to resolve issues or escalate them when necessary.

• Diagnose and fix hardware and software performance issues, as well as general problems related to PCs, networks, and printers.

• Examine user-related concerns and propose solutions grounded in current industry best practices.

• Provide support for mobile devices utilizing a Mobile Device Solution.

• Utilize ticketing software to perform, document, and report on organizational trends.

• Manage the asset inventory of hardware and software effectively.

• Supervise the deployment of end-user devices.

• Assist in setting up and onboarding new users.

• Collaborate with the IT team to share feedback or general observations about technology.

⛳️ Requirements

• High School Diploma is required.

• A Bachelor of Science degree in Computer Science or a related field is preferred.

• A minimum of 4-5 years of relevant experience in a technology support role is required, involving troubleshooting computers, setting up hardware, and installing software, as well as maintaining and repairing hardware.

• Familiarity with information technology engineering methods and technologies relevant to IT infrastructure, web, mobility, and both WAN and LAN networking.

• Knowledge of researching and analyzing information security technologies and processes to meet complex business needs.

• Experience with the Microsoft technology stack, including Microsoft 365, Office, Windows, Teams, Active Directory, Intune, Entra ID, and Azure.

• Strong analytical reasoning skills, with the ability to employ research methodologies and statistical analysis for problem-solving.

• Capacity to support end users globally through remote support technologies.

• Experience in data collection and reporting.

• Ability to synthesize and analyze complex data, information, and evidence to draw significant conclusions.

🏝️ Benefits

• Health insurance.

• 401(k) matching.

• Flexible work hours.

• Paid time off.

• Options for remote work.