About this role
This Level II role provides accurate, timely technical support to students, faculty, and staff through phone, chat, email, remote sessions, and desk-side assistance. It includes advanced hardware/software troubleshooting, device installation and configuration, and managing technology tickets.
Key Responsibilities
- Install and maintain hardware systems
- Perform advanced repairs and troubleshooting remotely and at sites
- Support installation/configuration/maintenance of hardware and software
- Resolve challenging hardware/software issues
- Create, log, update, and resolve technology tickets
Technical Overview
You will support desktops and laptops and advanced installation/configuration for wireless and cellular devices, Windows-based servers, peripherals, and videoconferencing systems. The environment includes LANs, WANs, Active Directory, and a ticketing system for logging and resolving requests.
Ideal Candidate
The ideal candidate is a Level II IT support technician with hands-on experience installing, configuring, and repairing end-user technology for desktops, laptops, and devices. They can troubleshoot advanced hardware/software issues remotely and on-site as needed, and they are familiar with Active Directory, Windows-based servers, and resolving customer tickets in a ticketing system.
Must-Have Skills
provides accurate and timely technical support services to studentsfaculty and staffinstalls and maintains hardware systemsperforms advanced repairs and troubleshootingprovides advanced support for the installationconfigurationmaintenance of hardware and softwarecreateslogsupdatesand resolves technology tickets using appropriate ticketing systemworking knowledge of computer and audiovisual systemsActive Directoryand network
Tools & Platforms
Active Directoryticketing systemtelephonechatemailremote supportvideoconferencing
Required Skills
technical supporthardware installationhardware maintenanceadvanced repairstroubleshootinginstallation configuration maintenancedesktopslaptopswireless devicescellular devicesWindows-based serversvideoconferencingLANsWANsdigital mediaticketing systemActive Directorynetwork
Hard Skills
technical supporthardware installationhardware maintenanceadvanced repairstroubleshooting technology issuesadvanced support for installationconfigurationmaintenance of hardware and softwaredesktopslaptopswireless devicescellular devicesWindows-based serversperipheralsvideoconferencingLANsWANsdigital mediatechnology ticket creationtechnology ticket loggingtechnology ticket updatestechnology ticket resolutionticketing systemcomputer relocation coordinationtechnology equipment disposal/removalActive Directorynetworkcomputer and audiovisual systemssoftware and hand-toolstools utilized for technical troubleshootingrepair and support
Soft Skills
communicationproviding accurate and timely technical supportmulti-taskingprioritizingindependent management of routine support functionscustomer service with studentsfacultyand staff
Keywords for Your Resume
IT Client Technology Support Technician IIClient Technology Supporttechnical support servicesdesk side supporttelephonechatemailremoteinstalls and maintains hardware systemsadvanced repairstroubleshootinginstallationconfigurationmaintenance of hardware and softwaredesktopslaptopswirelesscellular devicesWindows-based serversperipheralsvideoconferencingLANsWANsActive Directorynetworkticketing systemtechnical supporthardware installation
Deal Breakers
Must have working knowledge of computer and audiovisual systems, Active Directory, and network, Must be able to create, log, update, and resolve technology tickets using a ticketing system, Must be able to perform advanced repairs and troubleshooting
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