IT User Support Technician II provides advanced technical support to end users and serves as an escalation point for complex incidents and service requests. This role is responsible for troubleshooting hardware, software, network, and application issues while adhering to ITIL best practices for Incident, Problem, Change, and Service Request Management. The technician delivers exceptional customer service, ensures timely resolution of issues, and contributes to continuous service improvement initiatives.

As of August, 2026 all IT User Support Technician/s II will meet the following education, experience, and certification criteria. All IT User Support Technician/s II hired prior to August, 2026 may be excluded from these requirements.

***This position is considered Hybrid, which means that individuals in this position may work both at an approved Offsite location and Onsite at a primary location or multiple locations based on Business Needs

Essential Duties:

• Demonstrate strong and consistent customer service skills focused on patience and empathy.
• Serve as second tier point of contact for users who are contacting User Support via ServiceNow, Microsoft Teams, phone, and email.
• Identify, research, and resolve support Tier I and Tier II incidents and requests Prioritize, categorize, and document tickets accurately within the ServiceNow platform.
• Escalate unresolved issues to appropriate technical teams while maintaining ownership through resolution.
• Mentor, train, and support Tier 1 Technicians Serve as the point of escalation for complex incidents and requests Contribute to Knowledge Management by creating and maintaining support documentation and knowledge articles.
• Perform account administration, including password resets, user provisioning, and access management.
• Diagnose and resolve complex hardware, software, operating system, and network-related issues.
• Represent the User Support Service Desk in Major Incident and security incident response war rooms Identify opportunities to improve support processes, documentation, and user experience.
• Participate in regular onsite team events, after-hours support, and on-call rotations as required.
• Act as point of contact with vendors to resolve technical problems with desktop computing equipment and software Perform intermediate tasks in Microsoft Active Directory, Microsoft 365, and Intune Use and enforce timely, strict, and thorough documentation/logging practices.
• Participate in Problem Management activities by identifying recurring issues and root causes.
• Support Change Management processes by implementing approved changes and documenting outcomes.
• Support endpoint management, software deployment, and device lifecycle management.
• Monitor service desk queues to ensure timely response and resolution and provide proactive updates regarding ticket status and resolution timelines.

Perform other duties as assigned.

MINIMUM EDUCATION:

• High School Diploma (or equivalent) - Required
• Associates Degree in Information Technology related field (higher degree accepted) - Preferred

MINIMUM EXPERIENCE:

• 3 Years of desktop support experience - Required

REQUIRED CERTIFICATIONS/LICENSURE:

• CompTIA A+ Certification - Required Upon Hire

• ITIL 4 or 5 Foundation Certification - Required within 6 months