IT Support Technician

Located in Port Arthur, TX

Role Summary

The Level 2 IT Support Technician is responsible for resolving complex technical issues that have been escalated from the Level 1 service desk. This role requires a deep understanding of desktop operating systems, network protocols, and enterprise software. You will act as a subject matter expert, ensuring high system availability and providing a seamless technology experience for all employees.

Key Responsibilities

• Advanced Troubleshooting: Resolve escalated tickets related to hardware failures, OS corruptions, and complex software configurations.
• Network & Connectivity: Troubleshoot VPN issues, Wi-Fi connectivity, and basic LAN/WAN problems.
• System Administration: Manage user accounts, groups, and permissions within Google Workspace.
• Deployment & Imaging: Manage the lifecycle of hardware (via Jumpcloud and Freshservice) and performing hardware upgrades.
• Documentation: Maintain the internal Knowledge Base by documenting solutions for recurring issues to empower L1 staff.
• Security Compliance: Assist in the rollout of security patches, antivirus updates, and MFA enforcement.
• Project Support: Assist the Infrastructure team with office moves, server room/leasing office maintenance, or new software implementations.

Technical Requirements

Qualifications & Soft Skills

• Experience: 3–5 years in a technical support role.
• Education: Bachelor’s degree in IT/Computer Science OR equivalent experience/certifications.
• Certifications (Preferred): CompTIA Network+, Security+, Microsoft Certified, or ITIL Foundation.
• Analytical Thinking: A "detective" mindset to find the root cause of intermittent or complex issues.
• Communication: The ability to explain technical concepts to non-technical users with patience and empathy.