Job Description

Pay: $70,000/Year

Role
The Tier 2 IT Technician serves as the escalation point between Tier 1 support and Tier 3/ Systems Admin. This role focuses on diagnosing and resolving complex technical issues, stabilizing production environments, and improving IT operations through documentation, automation, and process refinement. The T2 Technician plays a critical role in minimizing downtime, ensuring system reliability, and supporting business-critical workflows.

Responsibilities

• Serve as the primary escalation point for Tier 1 support tickets that require advanced troubleshooting
• Diagnose and resolve complex issues related to:
  ○ Windows and macOS operating systems
  ○ Active Directory / Identity providers (e.g., Azure AD, JumpCloud)
  ○ Networking (DNS, DHCP, VPN, VLANs, firewalls)
  ○ Endpoint management, patching, and security tools
• Own incident resolution for priority and production-impacting issues
• Perform root cause analysis (RCA) and document findings and remediation steps
• Coordinate with Tier 3, vendors, and external partners when required
• Create and maintain technical documentation, runbooks, and knowledge base articles
• Identify repeat issues and recommend automation or systemic fixes
• Assist with onboarding/offboarding processes and device provisioning
• Validate system health after changes, patches, or incident resolution
• Participate in on-call or after-hours support rotations as needed

Requirements

• 3–5+ years of experience in IT support, systems administration, or a similar role
• Strong hands-on experience with:
  ○ Windows Server and desktop environments
  ○ macOS administration
  ○ Identity and access management systems
  ○ Endpoint management and security tooling
• Solid understanding of networking fundamentals and troubleshooting techniques
• Experience working within a ticketing system and following ITIL or similar frameworks
• Ability to clearly document technical issues and solutions
• Strong communication skills with both technical and non-technical users
• Proven ability to prioritize work in a fast-paced, production environment
• Comfortable working independently while collaborating with cross-functional teams

Preferred (but not required):

• Experience with cloud environments (AWS, Azure, GCP)
• Scripting or automation experience (PowerShell, Bash, Python)
• Experience in healthcare, finance, or other regulated environments

Results
A successful Tier 2 IT Support will:

• Reduce recurring incidents through root cause analysis and preventative fixes
• Improve mean time to resolution (MTTR) for escalated tickets
• Increase overall system stability and uptime
• Improve documentation quality and knowledge transfer across the IT team
• Enable Tier 1 support to resolve more issues independently
• Ensure production-impacting issues are handled quickly and professionally
• Contribute to a more scalable, secure, and resilient IT environment