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Universal Technical Institute, Inc. · 1 day ago

IT Support Technician II

Smyrna, GA

Full-time

Onsite

Mid, Senior Level

$75K/yr - $87K/yr

5+ years exp

Universal Technical Institute, Inc. is seeking an IT Support Technician II to provide customer-centric support for their campuses. The role involves installing, maintaining, and troubleshooting IT equipment, serving as the second-level IT support resource, and collaborating with cross-functional teams to ensure smooth IT operations.

AutomotiveEducationHigher Education

Responsibilities

Provide in-person campus support (as needed)

Configure and install workstations, laptops, printers, and phones

Perform remote and on-site analysis, diagnosis, and resolution of workstation, laptop, peripherals, phone, audio/visual equipment and network issues

Respond to incoming calls, emails, and escalations from the IT Service Desk, ensuring accurate ticket documentation and prompt, effective communication with customers

Lead and assist with IT projects

Maintain campus inventory and documentation

Coordinate with vendors and third-party support resources

Proactively identify and solve problems

Coordinate and execute new hire onboarding processes, focusing on hardware deployment and IT education

Proactively share technical knowledge and best practices with team members across the organization

Mentor and upskill to team members; demonstrate agility with more complex technical challenges

Assists Leadership Team with onboarding of new IT team members

Provide after-hours support to promptly address outages, minimize disruption and ensure continuity of business operations

Other duties as assigned

Qualification

IT support experienceITIL practicesRemote supportCommunication skillsCollaboration toolsProblem-solvingDecision-makingActive listening

Required

High School Diploma or GED (required)

Minimum five (5) years of related IT support experience (required)

Strong communication, reasoning, and computer skills

Active listening, advanced problem-solving, and decision-making

Apply knowledge and skills to complete tasks with minimal supervision

Identify straightforward problems and recommend potential solutions

Communicate clearly and effectively with peers and stakeholders

Demonstrate active listening and empathy in interactions

Participate in presentations or facilitate small group discussions

Manage multiple tasks in a dynamic environment

Use productivity software and collaboration tools with confidence

Show initiative and accountability for assigned outcomes

Perform routine tasks and seek guidance for new situations

Make timely decisions that keep the organization moving forward

Apply effective and efficient processes with a focus on continuous improvement

Build open and comfortable relationships with diverse groups

Learn actively from both successes and failures while solving new problems

Able and willing to communicate, think, learn, and reason

Use computers and computer systems (including hardware and software) to process transactions, store documents, enter data, or perform assigned tasks

Safely ambulate and/or maneuver when on-site at Company locations

Demonstrate and utilize active listening, inductive reasoning, information ordering and category flexibility

Ability to use good judgment, problem-solving and decision-making skills

Ability to maintain confidentiality and manage sensitive information with discretion

Ability to work in a fast-paced environment where deadlines are essential and multiple projects are worked simultaneously

Ability to gain, understand and apply information and data as it relates essential functions of the position

Ability to foster long-term relationships with stakeholders

Ability to travel to worksite locations

Occasionally (up to 15% of workday) use fine and large motor skills to operate a motor vehicle

Occasionally (up to 15% of workday) use hearing and sight (both near and far vision) to operate a motor vehicle

Preferred

Bachelor's degree in Information Technology, Computer Science, or related field (preferred)

Seven (7) years of second-level support (preferred)

Experience conducting IT service management aligned with ITIL practices

Experience providing remote support

Benefits

Tuition Waiver: Enjoy a tuition waiver after 6 months of employment for you AND your immediate family offered at UTI and Concorde campuses

Paid Time Off: Competitive paid time off programs for employees (Vacation, Sick, Flexible)

Retirement Matching: 50% match on the first 6% of your contributions after 90 days

Paid Parental Leave: 4 weeks of paid leave for both birthing and non-birthing parents to bond with a new baby

Competitive Insurance: Health, vision, and dental coverage for you and your dependents

Pet Insurance: Competitive coverage for your furry family members through ASPCA

Health Plan Enrollment: Eligibility starts first of the month following completing one full month of employment

Company

Universal Technical Institute, Inc.

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Universal Technical Institute, Inc., is a nationwide provider of technical education training for students seeking careers as professional automotive, diesel, collision repair, motorcycle and marine technicians, CNC machinists and Welders.

Founded in 1965

Scottsdale, Arizona, USA

1001-5000 employees