It Support Technician 2

Summary

Join our dynamic team as an IT Support Technician 2! You will be the first point of contact for users needing IT helpdesk assistance via phone, email, or Slack, resolving issues and escalating complex problems. This fully remote position requires 1-2 years of IT support or customer service experience and strong communication and troubleshooting skills. A BA/BS degree in a related field is preferred. You will collaborate with senior staff, maintain accurate Jira ticketing documentation, and assist with new hire onboarding. While maintaining a healthy work/life balance is a goal, occasional on-call and after-hours work may be required.

Requirements

• 1 - 2 years of experience in IT Support or customer service roles
• Proficient in troubleshooting software issues
• Ability to recognize phishing attempts and enforce security protocols
• Skill in prioritizing issues based on urgency and user needs
• Demonstrate patience and active listening abilities
• Strong written and verbal communication skills related to ticketing systems
• Work closely with higher-level support staff to address escalated issues
• Familiarity with helpdesk software and systems

Responsibilities

• Resolve user-reported issues through various communication channels such as phone, email, or Slack
• Escalate complex problems to senior support staff as necessary
• Troubleshoot software issues effectively to ensure prompt resolution
• Recognize phishing attempts and give appropriate reports to targeted users
• Prioritize incoming issues based on urgency and impact on users
• Maintain accurate and detailed communication through our Jira ticketing systems
• Basic documentation tasks of new processes and procedures
• Assisting with the new hire orientation and onboarding process

Preferred Qualifications

BA/BS degree in Technology, Engineering or similar

Benefits

Fully remote position