Overview

The Support Technician II is responsible for customer-centric support of regionally grouped campuses by installing, maintaining, and troubleshooting IT equipment such as workstations, laptops, printers, phones, and basic network/server issues. They serve as the second-level IT support resource and collaborate with cross-functional teams to ensure smooth IT operations.

Pay Range: $75,000 - $87,000

What We Offer: 

Tuition Waiver: Enjoy a tuition waiver after 6 months of employment for you AND your immediate family offered at UTI and Concorde campuses

Paid Time Off: Competitive paid time off programs for employees (Vacation, Sick, Flexible)

Retirement Matching: 50% match on the first 6% of your contributions after 90 days

Paid Parental Leave: 4 weeks of paid leave for both birthing and non-birthing parents to bond with a new baby

Competitive Insurance: Health, vision, and dental coverage for you and your dependents

Pet Insurance: Competitive coverage for your furry family members through ASPCA

Health Plan Enrollment: Eligibility starts first of the month following completing one full month of employment

Responsibilities

• Provide in-person campus support (as needed)
• Configure and install workstations, laptops, printers, and phones
• Perform remote and on-site analysis, diagnosis, and resolution of workstation, laptop, peripherals, phone, audio/visual equipment and network issues
• Respond to incoming calls, emails, and escalations from the IT Service Desk, ensuring accurate ticket documentation and prompt, effective communication with customers
• Lead and assist with IT projects
• Maintain campus inventory and documentation
• Coordinate with vendors and third-party support resources
• Proactively identify and solve problems
• Coordinate and execute new hire onboarding processes, focusing on hardware deployment and IT education
• Proactively share technical knowledge and best practices with team members across the organization
• Mentor and upskill to team members; demonstrate agility with more complex technical challenges
• Assists Leadership Team with onboarding of new IT team members
• Provide after-hours support to promptly address outages, minimize disruption and ensure continuity of business operations
• Other duties as assigned

Qualifications

Education / Experience

• High School Diploma or GED (required)
• Bachelor’s degree in Information Technology, Computer Science, or related field (preferred)
• Minimum five (5) years of related IT support experience (required)
• Seven (7) years of second-level support (preferred)
• Experience conducting IT service management aligned with ITIL practices
• Experience providing remote support

Skills

• Strong communication, reasoning, and computer skills
• Active listening, advanced problem-solving, and decision-making
• Apply knowledge and skills to complete tasks with minimal supervision
• Identify straightforward problems and recommend potential solutions
• Communicate clearly and effectively with peers and stakeholders
• Demonstrate active listening and empathy in interactions
• Participate in presentations or facilitate small group discussions
• Manage multiple tasks in a dynamic environment
• Use productivity software and collaboration tools with confidence
• Show initiative and accountability for assigned outcomes
• Perform routine tasks and seek guidance for new situations
• Make timely decisions that keep the organization moving forward
• Apply effective and efficient processes with a focus on continuous improvement
• Build open and comfortable relationships with diverse groups
• Learn actively from both successes and failures while solving new problems

Abilities

• Able and willing to:
  • Communicate, think, learn, and reason
  • Use computers and computer systems (including hardware and software) to process transactions, store documents, enter data, or perform assigned tasks
  • Safely ambulate and/or maneuver when on-site at Company locations
  • Demonstrate and utilize active listening, inductive reasoning, information ordering and category flexibility
• Ability to use good judgment, problem-solving and decision-making skills
• Ability to maintain confidentiality and manage sensitive information with discretion
• Ability to work in a fast-paced environment where deadlines are essential and multiple projects are worked simultaneously
• Ability to gain, understand and apply information and data as it relates essential functions of the position
• Ability to foster long-term relationships with stakeholders
• Ability to travel to worksite locations
• Occasionally (up to 15% of workday)
  • Use fine and large motor skills to operate a motor vehicle
  • Use hearing and sight (both near and far vision) to operate a motor vehicle

Work Environment

• Work is performed indoors in a climate-controlled environment when on site at assigned company location. Employees must be able to safely ambulate when on company premises.
• This position is designated as Remote. Employees must meet minimum technical standards for eligibility and participation
• overnight and/or Local travel required (up to 25%)