IT Technician (Level 2)

Job Summary:

As an IT Technician Level 2, you will play a pivotal role in ensuring the functionality and efficiency of our IT infrastructure, supporting the main office, branch offices, and remote users. As a member of a cross-functional team, your responsibilities will span IT support, service desk ticket management, infrastructure support, project work, vendor coordination, and hands-on equipment management including shipping, receiving, and inventory tracking. Some local travel is required, with occasional out-of-state travel as needed.

The ideal candidate is delivery-focused with the ability to drive tasks forward and meet demanding deadlines. You will work independently while managing multiple priorities, bringing excellent written and oral communication skills and the ability to engage effectively with a wide range of audiences — both internally and externally.

We are looking for a self-motivated, curious learner who adapts readily to new technologies. Strong problem-solving skills, sound judgment, and a genuine sense of ownership are essential. You will be expected to maintain confidentiality, provide outstanding customer service, and contribute to team knowledge sharing by helping colleagues understand best practices and procedures.

The successful candidate will be comfortable translating technical solutions clearly for both technical and non-technical stakeholders, and will bring experience with secure infrastructure, multiple hardware and software platforms, and a broad range of open-source technologies and cloud services.

Major Duties and Responsibilities:

The duties and responsibilities are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing, and other duties will be assigned based on the position’s role within the business unit. 

Service Desk Ticketing Administration

• Manage and prioritize service desk tickets, ensuring timely resolution and exceptional customer service.
• Troubleshoot issues and provide Tier 1/2 support for technical problems, escalating to Tier 3 as needed.
• Coordinate with vendors for issue resolution and support as required.
• Manage service requests for new hires and equipment needs.
• OS and Hardware
• Perform operating system and hardware deployment, configuration, and management for Windows and Microsoft 365 environments.
• Administer mobile device management (MDM) and provide support for iOS and Android devices for both office and remote users.
•    Troubleshoot and resolve software and hardware issues on user devices while identifying process, knowledge, or technical gaps to improve both the user and support experience.
• Support and maintain Microsoft Teams equipment and conferencing solutions.
• Support and maintain network and wireless infrastructure.

Equipment Management

• Prepare, package, and ship technology equipment for new hires and service requests.
• Receive, inspect, refurbish, and store returned equipment, ensuring proper documentation and inventory tracking.

User Support

• Provide technical support to employees in-office and remotely, addressing IT-related inquiries and issues.
• Collaborate with end-users to identify and resolve technical problems efficiently.
• Microsoft 365 Administration
• Administer and manage Microsoft 365 devices and user accounts, including user provisioning, email configuration, and access control.
• Documentation
• Maintain accurate records of IT-related activities, including project work, ticket updates, troubleshooting steps, and solutions, ensuring SLA requirements are met.
• Contribute to the development and enhancement of IT documentation and knowledge base articles.

Minimum Qualifications:

• High School diploma or equivalent required; or a combination of equivalent training, education, and relevant work experience.
• Excellent written and verbal communication skills with strong interpersonal abilities.
• Reliable and punctual with a strong work ethic.
• Must have reliable transportation and the ability to work extended hours as needed.
• Ability to multi-task, meet deadlines, and manage time and priorities effectively in a fast-paced construction environment.
• Strong organizational skills with high attention to detail.
• Ability to think critically, problem-solve, and work independently with minimal supervision.
• Demonstrated customer service skills and professional demeanor.
• Effective team player with a positive, solutions-oriented attitude.
• Ability to interact professionally and constructively with employees at all levels, supervisors, vendors, subcontractors, and other stakeholders.
• Ability to de-escalate and support frustrated users with patience and professionalism while simultaneously diagnosing and resolving technical issues.
• Curious mindset with a passion for learning and the flexibility to adapt to new technologies.
• Familiarity with Microsoft 365 administration and troubleshooting.
• Excellent problem-solving and troubleshooting skills.
• Genuine empathy for end users, with a commitment to delivering a positive support experience.
• Ability to exercise reasonable and professional judgment and maintain confidentiality.

Preferred Qualification

• Bilingual fluency (English and Spanish).
• Technology focus in academic studies.
• Prior experience in a service desk or helpdesk environment.
• Relevant certifications such as CompTIA A+, Microsoft 365 Fundamentals (MS-900), or equivalent.

Physical Requirements include but are not limited to the following:

• Prolonged periods sitting at a desk and working on a computer.
• Able to walk, sit, stand, bend, kneel, stretch, squat and climb.
• Able to see, talk and hear in person, via phone and/or through online/video.
• Able to use hands and fingers in a manner that allows for use of a keyboard and phone.
• Able to lift & carry items up to 20 lbs.
• Able to travel outside the area and state, as needed, to provide onsite support.

Note: Offers will be made based on candidates' qualifications relevant to the position.

Equal Employment Opportunity (EEO) Statement

ODG is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on qualifications, merit, and business needs, without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.