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Great Day Improvements · 3 weeks ago

IT Service Technician Tier II

Twinsburg, OH

Full-time

Onsite

Entry Level

$26.44/hr - $26.44/hr

1+ years exp

Great Day Improvements is a company seeking a qualified candidate for the full-time position of IT Service Desk Technician Tier II. This role serves as the first point of contact for IT support, resolving common technical issues and escalating complex problems to Tier II support, while requiring strong customer service skills and attention to detail.

Building MaterialConstructionManufacturingReal Estate

Responsibilities

Serve as the first point of contact for IT support, providing technical assistance via phone, email, and remote support tools

Follow documented troubleshooting steps to resolve common hardware, software, and network issues

Assist users with password resets, account unlocks, and access requests in Active Directory, Azure, and Office 365

Support standard IT equipment, including Windows computers, mobile devices, printers, and VoIP phones

Log all incidents, requests, and resolutions in FreshService or other ITSM tools, ensuring accurate documentation

Maintain IT knowledge base articles by updating and suggesting improvements based on common support issues

Perform routine IT tasks such as software installations, printer setup, and workstation configurations

Follow defined escalation procedures to refer advanced issues to Tier II support

Assist in onboarding and offboarding users by following documented processes for account creation, provisioning, and deprovisioning

Support IT security initiatives by ensuring compliance with company policies and best practices

Participate in training sessions to develop technical skills and improve troubleshooting effectiveness

Qualification

Active DirectoryITSM ticketing systemsWindows 10/11 troubleshootingCompTIA A+ certificationOffice 365Customer service skillsAttention to detailWritten communicationVerbal communication