Tier 2 Technician

IT Voice is a trusted leader in IT solutions, providing everything from network management to system administration and technical support. We pride ourselves on solving complex problems and delivering tailored solutions that help our clients thrive. Guided by core values—focus on others, own it, work smart, and do the right thing—we approach every task with integrity and efficiency. At IT Voice, we're committed to excellence, ensuring our clients receive top-tier support and satisfaction in all we do.

As a Tier 2 Technician at IT Voice, you'll be a key player in keeping systems and networks running smoothly. With your technical expertise, you'll install, maintain, test, and repair IT infrastructure while providing crucial first-level support. You’ll be the go-to for resolving routine technical issues and ensuring seamless IT operations, making a real impact on the Lakeland community.

Responsibilities

• Uphold a strong commitment to customer service, ensuring client satisfaction by addressing their needs promptly and effectively.
• Perform general problem solving and assistance on diverse software applications and hardware systems for department users and/or the university community.
• Provide individual and/or group instruction and training to faculty, staff, and/or students on new or updated technologies, while possibly leading lower graded staff and/or student employees performing similar work.
• Coordinate, maintain, and input applicable records such as network users, security, and tracking inventory levels of equipment and materials, ensuring accurate documentation and billing reconciliation.
• Participate in the review, evaluation, and recommendation of solutions relating to hardware and software acquisitions and/or network updates, contributing to the improvement of technological systems.
• Serve as a primary project member on technology projects with moderate scope and impact, providing guidance and integration of other staff work.
• Perform the installation, configuration, and maintenance of computers, workstations, and other related equipment and devices, ensuring their proper functioning, when needed.
• Conduct weekly site visits to clients in the field, when needed, offering on-site technical support and assistance as required.
• Stay updated with current technological developments and trends, maintaining currency of knowledge in the IT field.

Requirements

• Minimum 3 years of experience in the IT field, demonstrating proficiency in system maintenance and troubleshooting.
• Must live in the Lakeland, FL greater area.
• Working towards or achieved CompTIA+ and CompTIA Network+ certifications, showcasing your technical expertise.
• Knowledge of a wide range of computer systems software, applications, hardware, networking, and communications, enabling you to address diverse technical challenges.
• Ability to provide functional direction to other technical support staff and/or student employees, leveraging your experience and expertise.
• Strong interpersonal and communication skills, allowing you to effectively interact with a diverse community and provide technical guidance.
• Good driving record and ability to lift up to 70 pounds, facilitating occasional site visits and equipment maintenance.
• Ability to analyze and resolve computer problems efficiently, ensuring timely resolution of technical issues.
• Commitment to achieving team goals, including weekly hours, utilization rates, and customer satisfaction targets.

Additional Information

• Please include a brief cover letter with your resume, explaining your interest in joining IT Voice.
• We value teamwork and collaboration and expect all team members to contribute to a positive work environment.
• This position is full-time, and salary will be commensurate with experience.
• Benefits include 401(k), dental insurance, health insurance, life insurance, paid time off, travel reimbursement, vision insurance, and work-from-home flexibility.
• Work schedule is Monday to Friday.
• This is a Hybrid role based in Lakeland, FL.
• We are also a Team – so if it would bother you to take out the trash one day, it’s probably best you don’t apply.

Goals

• Strive for 80%-100% monthly utilization per team member, maximizing efficiency and resource allocation.
• Target a monthly CSAT score of 95.0 to ensure high levels of customer satisfaction.
• Ensure tickets are closed within 3 days of creation, maintaining a swift response to client needs.

Job Type: Full-time

Salary: $50,000 - $60,0000

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Travel reimbursement
• Vision insurance
• Work from home

Schedule: Monday to Friday

Work Location: Hybrid, Lakeland, FL

Company Website: www.itvoice.com