Support Jobs in North Olmsted, OH

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IT Support Technician II

WESTERN RESERVE AREA AGENCY ON AGING North Olmsted, OH

North Olmsted, OH

Today

$55k+/yr Full time Application Support End User Support Hardware Support

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Job Description

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

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