Tier 2 Support Technician

RESPONSIBILITIES:
Kforce has a client that is seeking a Teir 2 Support Technician in Jacksonville, FL.

Summary:
The Teir 2 Support Technician handles escalated, complex technical issues from Tier 1, requiring advanced knowledge of hardware, software, and systems. Key responsibilities include in-depth troubleshooting, resolving backend software and hardware problems, testing new systems, training Tier 1 staff, and escalating issues to Tier 3 when necessary.

Key Responsibilities:
* Effectively work directly with clients on-site to address and resolve complex technical problems that cannot be handled by Tier 1 support
* Diagnose and fix intricate hardware, software, and network issues, often involving backend systems
* Maintain systems by testing equipment and programs, performing system updates, and managing configurations
* Work with other teams (like Tier 1, Tier 3, or engineering) to resolve multi-faceted problems and ensure proper escalation when issues cannot be resolved
* Maintain detailed records of technical issues, steps taken, and resolutions for future reference
* Train Tier 1 support staff on new procedures or common, recurring issues to improve overall team efficiency
* Test and help deploy new software or hardware systems to ensure proper functionality before full implementation

REQUIREMENTS:
* Associates degree in Computer Science, Information Technology, or a related field (or equivalent work experience)
* High-level professional certifications (e.g., CompTIA Server+, Cisco, Microsoft Certified Solutions Expert (MCSE), ITIL) are often preferred
* Minimum of 2-5 years of experience in IT support, with demonstrated expertise in a senior (Tier 2 or 3) capacity
* Expert knowledge of various operating systems (Windows, macOS, Linux) and enterprise software (Microsoft 365, Active Directory)
* Proven experience with scripting and automation (PowerShell, Bash) to resolve issues and improve efficiency

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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