IT Technician Tier II

The IT Technician Tier II is responsible for providing prompt and professional assistance to end users across the organization as the first point of contact for technical support and service requests, handling complex issues escalated by Tier I technicians, and contributing to continuous improvement of support processes.

Primary Duties:

• Ensure that IT hardware and software are functioning properly and are available for the intended uses in accordance with company policy and procedure.

• Log and track incidents and service requests using ITSM software, maintain history records, and related documentation.

• Handle incident recognition, research, resolution, and follow-up for user problems coming from the Helpdesk Coordinators, Tier I Technicians, Supervisor, Manager, and/or end user requests; referring more complex problems to Subject Matter Experts.

• Aid the Server Administrators and Network Administrators in the day-to-day support of the technical infrastructure and notify appropriate IT personnel of any infrastructure outages or problems not immediately resolved.

• Research and resolve software and hardware configuration issues.

• Identify and implement IT support documentation and process improvements.

Skills:

• Ability to diagnose, research, and resolve hardware, software, and network related problems.

• Strong problem solving and analytical skills.

• Ability to prioritize and manage multiple tasks in a fast-paced environment.

• Comfortable working independently and as part of a team.

• Customer-focused mindset with a desire to help and educate users.

• Ability to follow documented procedures and contribute to knowledge base articles.

• Knowledge of basic networking and printer troubleshooting.

• Strong interpersonal skills with the ability to work with individuals at all levels of the organization.

Qualifications:

• Associate Degree in Information Technology, Computer Science, or related field; or 2 years of related experience in lieu of degree.

• 2+ years of experience working in a corporate IT Helpdesk role.

• A+ Certification or related experience.

• Valid Driver's License Required.

• Thorough knowledge of computer software and operating systems including Microsoft Office Suite, Box, Zoom, Intune, Windows, macOS, iOS, Freshservice, and ERP solutions.

• Familiarity with various hardware products including Windows and Mac computers, and mobile devices.

Physical Demands:

• Most of the time lifting up to 10 pounds. Often lifting 25 to 50 pounds. Occasionally lifting up to 100 pounds.

• Close vision (clear vision at 20 inches or less) color vision (ability to identify and distinguish colors) needed.

• Able to read computer monitors and check computer lights and indicators. Able to determine difference between green and red lights or indicators.

• Occasionally standing, walking and kneeling, crouching, stooping, or crawling. Most of the time sitting, using hands to finger/handle, reaching with hands/arms, and talking and hearing.

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Total Rewards and Benefits

Crescent Electric's compensation package includes an array of top-tier benefit options, including: 

• Eligibility for health,  and dental, vision coverage, 401(k) plan, and flexible spending accounts, subject to plan terms.
• Eligibility for company-paid benefits such as life insurance, short-term disability, long-term care, and Employee Assistance Program, subject to applicable waiting periods.
• Excused Absence time off and Paid Time Off (PTO).
• Company-paid holidays.
• Other benefits for which you may be eligible includes supplemental life insurance, hospital indemnity, and accident and critical illness benefits with cancer coverage.
• Eligibility: Employees are eligible for health, dental, vision, and life insurance benefits on the first of the month following 30 days of employment. Employees who are 21 years of age or older will be automatically enrolled in the company's 401(k) plan once they achieve 90 days of employment.

Family Owned. Culture of Quality. Opportunities to Advance.

Crescent is transforming and we are on a mission to power the communities we serve through teamwork and relentless customer focus. We have a vision of uncompromising teamwork committed to becoming the industry leader for our employees, suppliers, and shareholders. At Crescent, you will have the opportunity to develop professionally, grow personally and have the flexibility to balance your life's priorities. Let's serve together. Let's power our communities together. Let's become THE industry leaders...together.

Crescent Electric Supply Company is proudly an Equal Opportunity Employer. Crescent Electric does not discriminate on the basis of age, color, race, national origin, gender, religion, marital status, disability, veteran, military status, sexual identity or expression, sexual orientation, or any other basis prohibited by local, state, or federal law.

Veterans and military spouses are highly encouraged to apply. We recognize and value the unique strengths of the military community in supporting our mission to serve those who have served.

Candidates are subject to pre-employment assessments, Motor Vehicle Record review, criminal background checks, references check, and a post-offer drug screen. Crescent Electric is committed to the full inclusion of all qualified individuals. As part of this commitment, Crescent Electric will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact