Job Information
System One IT Support Technician II in Harleysville, Pennsylvania
Job Title: IT Support Technician Level II
Location: Harleysville, PA
Type: Direct Hire
Hours: Monday through Friday. 8-hour shift - hours of work may vary according to business needs. On-Call rotation
IT Support Technician Overview:
The IT Support Technician Level II is the primary point of contact for all technology related support requests for the organization. The role requires a strong customer service mindset and is responsible for demonstrating professional, educational, and efficient technical support while assisting employees.
IT Support Technician Responsibilities:
Provide effective first and second level IT support information to non-technical customers
Track all IT incidents and requests within the IT Service Management Platform
Demonstrate reliable organizational, communication, and interpersonal skills
Meet or exceed established IT Support SLAs and KPIs on IT incidents, requests, and project assignments
Install, configure, and test hardware and software on new or existing devices, in accordance with standard procedures
Spearhead maintenance, implementation, and troubleshooting initiates on IT hardware and software
Train technicians on new hire onboarding and training as it relates to user IT hardware and software
Audit the provisioning of accounts and support change requests in core IT software life: Active Directory, Office 365 Admin Center, Microsoft Azure, and MDM systems
Document daily processes, procedures, and technical issues to build the IT Knowledgebase and technician training guides
Analyze and research solutions to complex incidents for resolution prior to escalation
Escalate significantly complex problems to the appropriate IT supervisor or lead to assist in providing a solution
Assist in the management and configuration of endpoint security protocols and mitigations
Assist with the lifecycle refresh and replacement efforts for IT assets and manage proper disposal
Ability to work with limited supervision beyond first 90 days
Perform other duties as assigned
IT Support Technician Education, Experience, and Skill(s) Requirements:
5+ years of experience within Information Technology
5+ years in an IT Support position
Proactive, top-notch problem solving, troubleshooting, and analytical skills
Highly skilled in time, priority, and task management
High level of emotional intelligence and operational leadership skills
Excellent written and verbal communication skills, interpersonal skills to interact with end users and team members
Strong background in Active Directory, Group Policy, Microsoft Windows operating systems, Microsoft 365 Applications
Background in TCP/IP networking, computer hardware and peripherals
Experience with Android and iOS based cell phones and tablets
Understanding of basic cybersecurity and endpoint security best practice
Ability to adhere and create defined processes and procedures and suggest improvements
Experience working with and configuring Service Desk ticketing systems
Ability to balance multiple time-sensitive priorities and meet deadlines in a fast-paced, quickly changing environment
Understanding of Microsoft SharePoint, Cloud Storage, Mobile Device Management, and ITIL Service Management Platforms
ITIL v4 Foundation Certification or equivalent experience
CompTIA A+ Certification of equivalent experience
Experience with Problem and Asset Management
Windows Server and VMWare Experience
Bachelor of Science in Information Technology or equivalent work and education related experience
System One, and its subsidiaries including Joulé, ALTA IT Services, CM Access, TPGS, and MOUNTAIN, LTD., are leaders in delivering workforce solutions and integrated services across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible full-time employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.
System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.