Job Description: Level 2 IT Technician
Location: Allen, TX
Reports To: Level 2 Manager
Position SummaryThe Level 2 IT Technician serves as the primary escalation point for technical support
requests that exceed the scope of the Level 1 Support team. While maintaining the high
standard of professional technical assistance established by Tier 1, the Level 2 Technician
manages more complex infrastructure issues, systems administration tasks, and technical
projects. This role is critical in bridging the gap between front-line support and senior
infrastructure teams, providing mentorship and technical guidance to Level 1 staff to
ensure organizational continuity and technical excellence.
Key ResponsibilitiesAdvanced Escalation & Support Tier 2 Resolution: Act as the primary escalation point for complex hardware,
software, and connectivity issues that cannot be resolved by Level 1.
Infrastructure Management: Support the maintenance and troubleshooting of
local office network equipment, servers, and cloud-based infrastructure.
Advanced Diagnostics: Utilize advanced diagnostic tools and critical thinking to
identify root causes for recurring or systemic technical failures.
Mentorship & Team Assistance Level 1 Support: Actively assist Level 1 Technicians with troubleshooting sessions to
improve their technical proficiency and resolution speed, as well as handle Level 1
calls when call volume exceeds L1 staffing.
Knowledge Transfer: Develop and maintain high-quality documentation and SOPs
for the internal knowledge base to empower Level 1 self-service and triage.
Onboarding Oversight: Oversee complex access provisioning and account setups
initiated by Level 1 to ensure strict adherence to security protocols.
Systems & Project Execution Security & Compliance: Monitor and enforce IT security policies and audit controls,
ensuring data integrity across all managed systems.
Technical Projects: Manage and work alongside other team members on complex
technical projects while maintaining sufficient documentation.
Continuous Improvement: Identify opportunities for process automation or
system enhancements to reduce the volume of repeat incidents.
Experience & Education Years of Experience: 3-5 years in an IT support or systems administration role.
Technical Proficiency: Advanced knowledge of Windows operating systems, Google
Workspace administration, Microsoft 365, and networking fundamentals (TCP/IP,
DNS, DHCP, VLANs). Cisco VoIP experience is a plus.
Education: Bachelor's degree in Information Technology, Computer Science, or a
related field preferred; relevant certifications (e.g., CompTIA Network+, Security+, or
MCSA) are highly valued.
Technical & Specialized Skills System Administration: Hands-on experience with Active Directory, Group Policy,
and device management.
Ticket Management: Expertise in helpdesk ticketing software and the ability to
manage complex ticket lifecycles from intake through escalation.
Professional Documentation: Ability to write clear, technical procedural manuals
for use by both technical staff and non-technical end-users.
Soft Skills Mentorship: A natural inclination to coach and develop junior staff while
maintaining a high level of empathy for end-user challenges.
Strategic Prioritization: The ability to balance high-priority ticket escalations with
long-term project deadlines under minimal supervision.
Clear Communication: Capability to translate complex technical concepts into
actionable steps for stakeholders at all levels of the organization.
Must be able to sit for prolonged periods of time at work station
What We Offer:- Medical, Dental, Vision Insurance
- Employer paid Life and Short-Term Disability Insurance
- Paid time off and vacation
- Employee discounts on parts, gear, and merchandise
All applicants must pass pre-employment screening, including background and MVR checks.
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