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IT Level 2 Technician

4 months ago

Sacramento, United States Real HR Hero - Thompson HR Consulting Full time
Job DescriptionJob Description

Come work for a company that makes a difference within the communities of the State of California. This company works on cutting-edge prevention programming, providing counties with an independent administrative and fiscal intergovernmental structure. Our client helps fund, develop, and implement California's mental health services and educational programs. 

As a mental health organization, this company actively seeks to support qualified disabled candidates in obtaining employment with their company and is an Equal Opportunity Employer.  Please complete the self-identification section of the application.

This company offers a VERY Generous Benefits Package, including:

  • 10% company-sponsored retirement account (401a) 100% vested – additional compensation/retirement.
  • Medical, Dental, Vision, LTD, Life Insurance, Wellness Program, FSA
  • Generous PTO plan

Job Title: IT Level 2 Technician

Salary: $36/hr - $41/hr

Department: IT

Reports To: Sr IT Systems Administrator

FLSA Status: non-exempt

Location: Sacramento, CA 

Work Model: In person

Schedule: Monday-Friday, 8am-5pm (Could vary depending on business needs)

JOB SUMMARY:

The IT Level 2 Technician provides on-site user support for both local and remote staff and is instrumental in ensuring that our new staff are up and running flawlessly upon hiring. This role is responsible for all desktop, laptop, and other user device configuration and support, and may assist in work performed by Level 3 technicians. This role demands a thorough understanding of IT systems and a strong ability to solve intricate technical problems, ensuring the smooth operation of technology services and processes.

DUTIES AND RESPONSIBILITIES include but are not limited to:

  • Respond and resolve Level 2 incoming IT support requests. Work closely with the IT Level 1 staff to provide guidance and mentorship, enhancing their technical skills and knowledge. Act as a backup for Level 1 technicians during high call periods or staffing shortage; handle escalated issues from Level 1 technicians
  • Prioritize, schedule and escalate issues (when required) to the appropriate Level 3 technician.
  • Record, track and document helpdesk requests and problem-solving process, including all successful/unsuccessful decisions made and actions taken through to final resolution.
  • Record all processes into knowledgebase and submit knowledgebase articles for use as Level 1 triage scripts.
  • Efficiently document, track, and monitor issues to ensure timely resolution within established service Level agreements (SLAs).
  • Provide second-Level support for escalated technical issues, including troubleshooting for hardware, software, and network problems.
  • Perform identity access tasks such as user account management, permissions, and confirm services/systems licensing, rights and roles.
  • Troubleshoot and resolve network issues, including switches, routers, firewalls, and VPN connections.
  • Assist with the deployment, configuration, and maintenance of software applications and updates.
  • Support IT hardware, including desktops, laptops, printers, and mobile devices.
  • Comply with all IT security policies and procedures to ensure data protection and network security; ensure employee compliance with all IT policies, procedures, and standards by answering questions, reviewing reports, etc.
  • Participate in IT projects, including new technology implementations, system upgrades, and infrastructure improvements.
  • Conduct training sessions for end-users on new technologies and best practices to enhance IT literacy.
  • Complete all new hire onboarding tasks including system configuration, access management, user training.
  • Prompt offboarding retrieval of staff equipment and removing system and services access.
  • Resolve hardware break/fix tickets, and requesting equipment purchase when minimum on hand quantity reached.
  • Resolve hardware/software configuration issues and troubleshoot software and hardware issues.
  • Research and implement fixes for new issues and escalate to Level 3, if it is out of their skill set or ability to solve.
  • Submission of change request candidates from incidents and request tickets.
  • Maintain and support all AV and conferencing equipment.
  • Maintain all endpoint asset management inventory.
  • Ensure endpoint data destruction policies are followed to clear all endpoints of company data, after backup and before redeploying or retiring asset.

Required Education/Experience:

Associate or bachelor’s degree in information technology, Computer Science, or a related field, or equivalent work experience.
  • 2-4 years of experience in IT support or a similar role
  • Proficiency with Windows and Mac operating systems.
  • Familiarity with Microsoft office 365.
  • Experience with IT ticketing systems (e.g., Zendesk, ServiceNow).
  • Strong hardware and software troubleshooting skills
  • Strong basic knowledge of networking
  • Ability to quickly research and identify incident candidates for Level 3 escalation, major incident,
  • Excellent problem-solving and analytical skills.
  • Strong communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Effective time management and organizational skills.
  • Customer-focused attitude with a commitment to providing high-quality service.
  • Ability to understand, engage, complete, and document tasks as required to complete projects. CompTIA A+, Microsoft Certified Professional (MCP), or similar certifications are a plus.

COMPUTER SKILLS – Demonstrate the ability to use Microsoft office suite (Outlook, Excel, Word, PowerPoint), Adobe, Google office suite, and other modern connectivity applications (Zoom, Slack, Asana) for daily internal communication.

LANGUAGE SKILLS and MATHEMATICAL SKILLS - Demonstrate the ability to read, comprehend, and respond appropriately through written or verbal form; demonstrate tactfulness when communicating, including internal communication with staff members of all levels; ability to communicate with a variety of audiences effectively. Ability to add, subtract, multiply, and divide in all measure units using whole numbers, common fractions, and decimals.

REASONING – Demonstrate the ability to effectively apply common sense and follow through to daily tasks; demonstrate the ability to work with little or no supervision; demonstrate excellent analytical skills; demonstrate the ability to efficiently conduct research and ask appropriate probing questions to complete necessary tasks.

PHYSICAL DEMANDS - The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to sit and stand; use phone and headset; use hands, arms, fingers to type; answer phones; write; use calculator; demonstrate strength to lift and carry materials weighing up to 20 pounds; demonstrate clear vision to read printed materials and a computer screen; hearing and speech to communicate in person and over the telephone.

SENSORY DEMANDS - The incumbent must spend long hours in intense concentration. The incumbent must also spend long hours on the computer entering information which requires attention to detail and high levels of accuracy.

MENTAL DEMANDS - There are a number of deadlines associated with this position, which may cause significant pressure. The incumbent must also deal with a wide variety of people on various issues.

REGULAR WORK SCHEDULE – Varies depending on business needs; however, the company's regular business hours are 8:00 am to 5:00 pm, Monday – Friday.

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