IT Support Technician L2

Job Title IT Support Technician

Job Summary

An dedicated Safety Segment L2 IT Support Specialist that is responsible for handling advanced technical issues that cannot be resolved by the first level of support (L1). This role requires a deeper understanding of systems and software, and involves troubleshooting complex problems, providing detailed solutions, and working with L3 teams to resolve the most complex problems if necessary.

Responsibilities

• Resolve Advanced Technical Issues: Address and resolve and document technical problems escalated from L1 support. 
• Troubleshoot and Diagnose: Identify and diagnose and document complex issues with software and hardware including PCs and Mobile devices. 
• Provide Detailed Solutions: Offer comprehensive solutions and document them for future reference. 
• Collaborate with Other Departments: Work closely with other IT teams to ensure efficient resolution of issues. 
• Escalate Unresolved Issues: Escalate more complex problems and work with L3 support or specialized teams. 
• Maintain Customer Satisfaction: Ensure high levels of customer satisfaction through professional communication and support. 
• Improve Support Processes: Develop fixes for problems, Contribute to the creation and improvement of new and existing support processes and documentation. 

Qualifications

• Self directed and motivated with a positive and willing attitude
• 3+ years of experience in technical support or a similar role. 
• Strong problem-solving skills and attention to detail. 
• Excellent communication skills, both written and verbal. 
• Excellent organizational skills.
• Ability to work well under pressure and manage multiple tasks simultaneously. 
• Experience with support ticketing systems. 
• Proficiency in Windows 11 operating systems. 
• Knowledge of networking protocols and configurations. 
• Familiarity with troubleshooting and diagnostic tools. 
• Understanding customer service best practices. 
• Ability to create technical documentation. 
• Support the Microsoft stack.

Role reports to BJ Strohl

Benefits and Compensation: 

This role will be based out of 6402 S Troy Circle Centennial CO 80111. The pay range is $51,500 - $77,200, depending on job-related knowledge, skills, and experience. This position is eligible for annual bonus and profit sharing based on company performance in addition to other benefits that support the total well-being of you and your family. Some benefits include: 

• Comprehensive Insurance coverage, Medical, Dental, Vision, and more 
• Access to corporate fitness center 
• Wellness Program 
• 401K with employer match 
• Discounted company stock (Employee Stock Purchase Plan) 
• Profit Sharing 
• Generous paid time off 
• Growth opportunities through company sponsored leadership development courses and trainings 

This position is not eligible for sponsorship. 

All offers of employment are expressly contingent upon the satisfactory completion, in accordance with Company policy, of a pre-employment drug screening and background check.