IT Support Technician II

The IT Support Technician II provides advanced Tier 2 support and acts as the primary escalation contact for complex technical issues at Western Reserve Area Agency on Aging. This onsite position in North Olmsted, OH focuses on keeping IT operations stable and improving performance and service quality.

Role Overview

This position delivers advanced Tier 2 IT support across hardware, software, network, and systems. The technician serves as a key escalation point for unresolved or difficult Tier 1 issues, ensuring timely troubleshooting and resolution. The role also supports IT operations’ continuous improvement, helps maintain a strong end-user experience, and contributes to agency IT initiatives alongside the IT Manager and CIO.

The IT Support Technician II reports to the Chief Information Officer. The role is Non-exempt, and the work location is primarily onsite at the Western Reserve Area Agency on Aging office.

Key Responsibilities

• Provide advanced Tier 2 technical support for hardware, software, network, and system-related issues
• Escalate and resolve complex or unresolved Tier 1 cases
• Troubleshoot and address issues involving Microsoft 365, Windows environments, mobile devices, and core business applications
• Lead device deployment, including imaging, configuration, and lifecycle management
• Monitor and manage the Freshdesk ticketing system to support timely resolution, proper prioritization, and compliance with SLAs
• Analyze ticket trends and recurring issues; recommend and implement improvements to increase efficiency and reduce ticket volume
• Maintain and improve technical documentation, including knowledge base articles, standard operating procedures, and asset inventory
• Support onboarding and offboarding workflows with emphasis on accuracy, security, and user experience
• Assist with system security activities, including MFA, access controls, and endpoint protection
• Support IT projects such as system upgrades, migrations, and technology deployments
• Provide guidance and technical mentorship to IT Support Technician 1 and other team members
• Support and maintain A/V systems, conference room technology, and IP camera systems
• Coordinate with vendors for issue resolution, equipment support, and service requests
• Ensure operational continuity by proactively identifying risks and resolving issues before escalation
• Perform other duties as assigned in support of the agency’s IT infrastructure

Required Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field (required)
• 4+ years of experience in an IT support or helpdesk role
• Strong troubleshooting skills across Microsoft 365, Windows 10/11, Windows Server, and iOS
• Experience with device imaging, deployment, mobile device management (MDM), and user account administration
• Ability to handle escalated technical issues independently
• Experience analyzing ticket trends and improving support processes
• Strong documentation skills and attention to detail
• Excellent communication skills with a strong customer service mindset
• Ability to prioritize, manage multiple tasks, and operate with minimal supervision
• Experience with Freshdesk or similar ticketing systems
• Familiarity with cybersecurity best practices and endpoint security tools
• Reliable transportation for occasional offsite support or hardware transport

Preferred / Plus Qualifications

• Experience with audiovisual tools such as OBS, Yealink, IP cameras, and smart displays (plus)

Technologies You Will Work With

• Microsoft 365
• Windows 10
• Windows 11
• Windows Server
• iOS
• Freshdesk
• Mobile device management (MDM)
• MFA
• Endpoint protection
• OBS
• Yealink
• IP cameras

Compensation and Benefits

• $55,000 per year
• A generous six-week PTO program and thirteen paid holidays
• $750.00 investment in professional development through substantial annual training funds allotment
• 401K program with company match
• Paid parking in a covered parking garage
• Medical, Dental, Vision Benefits

Employment Details

• Location: North Olmsted, OH (onsite)
• FLSA Status: Non-exempt