Job Title: IT Support Technician Level II Location: Harrisburg, PA Type: Direct Hire Hours: Monday through Friday. 8-hour shift - hours of work may vary according to business needs. On-Call rotation IT Support Technician Overview: The IT Support Technician Level II is the primary point of contact for all technology related support requests for the organization. The role requires a strong customer service mindset and is responsible for demonstrating professional, educational, and efficient technical support while assisting employees. IT Support Technician Responsibilities: Provide effective first and second level IT support information to non-technical customers Track all IT incidents and requests within the IT Service Management Platform Demonstrate reliable organizational, communication, and interpersonal skills Meet or exceed established IT Support SLAs and KPIs on IT incidents, requests, and project assignments Install, configure, and test hardware and software on new or existing devices, in accordance with standard procedures Spearhead maintenance, implementation, and troubleshooting initiates on IT hardware and software Train technicians on new hire onboarding and training as it relates to user IT hardware and software Audit the provisioning of accounts and support change requests in core IT software life: Active Directory, Office 365 Admin Center, Microsoft Azure, and MDM systems Document daily processes, procedures, and technical issues to build the IT Knowledgebase and technician training guides Analyze and research solutions to complex incidents for resolution prior to escalation Escalate significantly complex problems to the appropriate IT supervisor or lead to assist in providing a solution Assist in the management and configuration of endpoint security protocols and mitigations Assist with the lifecycle refresh and replacement efforts for IT assets and manage proper disposal Ability to work with limited supervision beyond first 90 days Perform other duties as assigned IT Support Technician Education, Experience, and Skill(s) Requirements: 5 years of experience within Information Technology 5 years in an IT Support position Proactive, top-notch problem solving, troubleshooting, and analytical skills Highly skilled in time, priority, and task management High level of emotional intelligence and operational leadership skills Excellent written and verbal communication skills, interpersonal skills to interact with end users and team members Strong background in Active Directory, Group Policy, Microsoft Windows operating systems, Microsoft 365 Applications Background in TCP/IP networking, computer hardware and peripherals Experience with Android and iOS based cell phones and tablets Understanding of basic cybersecurity and endpoint security best practice Ability to adhere and create defined processes and procedures and suggest improvements Experience working with and configuring Service Desk ticketing systems Ability to balance multiple time-sensitive priorities and meet deadlines in a fast-paced, quickly changing environment Understanding of Microsoft SharePoint, Cloud Storage, Mobile Device Management, and ITIL Service Management Platforms ITIL v4 Foundation Certification or equivalent experience CompTIA A Certification of equivalent experience Experience with Problem and Asset Management Windows Server and VMWare Experience Bachelor of Science in Information Technology or equivalent work and education related experience Ref: 706-IT York