IT Technician II - Service Desk

The IT Technician II serves as a Tier 2 (L2) Advanced Technical Support resource for the IT Service Desk. The primary focus of this role is to provide immediate technical support, resolving incidents and services requests that require deeper troubleshooting, elevated permissions, or specialized knowledge beyond Tier 1 capabilities. The mid-level position requires strong diagnostic skills, greater autonomy, and hands-on experience with enterprise IT systems. The IT Technician II also mentors Tier 1 staff, contributes to knowledge management, and supports problem management and change management activities.   
 
Key Responsibilities 
 
Support & Troubleshooting 
Handle escalated incidents and requests from Tier 1, providing advanced diagnostics and root cause isolation. 
Resolve medium-to-high complexity issues including application errors, operating system issues, network connectivity, and account permissions. 
Administer and troubleshoot Windows 11 in a domain environment including Group Policy, system imaging, and OS updates. 
Provide advanced support for Microsoft Office 365 including Exchange Online mailbox administration, Teams configuration, and license management. 
Perform immediate Active Directory tasks such as creating and modifying user accounts, managing group memberships, and applying policies.  
Troubleshoot network connectivity issues including TCP/IP, DNS, DHCP, and VPN configurations.  
Support endpoint management tools such as Atera, Microsoft Intune or SCCM for device deployment and policy enforcement.  
Administer mobile device management (MDM) platforms such as Microsoft Intune to enforce device compliance, deploy configuration profiles, and manage enrollment, remote wipe, and security policies for corporate and BYOD devices. 
Diagnose and resolve printer, peripheral, and mobile device issues.  
 
Ticket & SLA Management  
Manage personal ticket queue of Tier 2 incidents and service requests, as well as assisting when necessary with Tier 1 incidents and service requests, ensuring tickets are updated and resolved within established SLA targets. 
Document all troubleshooting steps, findings, workarounds, and resolutions thoroughly in the ticketing system. 
Escalate to Tier 3 when advanced engineering-level resolution is required, providing full troubleshooting history of technical detail. 
 
Knowledge Management  
Create and update troubleshooting articles based on resolved escalations and repeatable fixes. 
Document escalation playbooks and identify Tier 1 knowledge gaps, recommending improvements to support faster first-contact resolution. 
Validate and maintain knowledge articles to ensure accuracy and relevance.  
 
Problem & Change Management  
Flag recurring incidents for problem management review and link related incidents when patterns emerge. 
Provide technical input into root cause investigations by Tier 3.  
Suggest preventative measures based on recurring ticket trends. 
Execute approved standard changes including patching support, software deployments, and access updates. 
Assist in post-change verification and troubleshooting, documenting change-related incidents accordingly. 
 

Education 
Associates or Bachelor’s degree in Information Technology, Computer Science, Business, or related field (or equivalent experience) preferred.  
 
Experience 
2-4 years of proven experience in a service desk or technical support role. 
Demonstrated experience supporting Windows 11, Microsoft Office 365, and Active Directory in a corporate environment.  
 
Technical Skills 
Windows 11 – advanced configuration, Group Policy, imaging, and domain management 
Microsoft Office 365 – Exchange Online, Teams administration, license management 
Active Directory – user and group management, OU structure, and policy application 
Remote desktop and remote management tools 
Atera, Microsoft Intune or SCCM – basic endpoint management 
Network troubleshooting – TCP/IP, DNS, DHCP, VPN 
Freshservice or comparable ITSM platform – incident, request, knowledge, and change management  
 
Certifications 
CompTIA A+ (preferred)  
CompTIA Network+ and/or CompTIA Security+ (preferred) 
ITIL 4 Foundation (preferred)  
 
Additional Qualifications 
Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users 
Self-motivated with the ability to prioritize and manage multiple issues simultaneously  
Willingness to mentor and support junior technicians 
Critical thinking and structured problem-solving approach 
Collaborative team player with a customer-first mindset  
 
Working Conditions 
 
On-site in Sugar Land, Texas 
Occasional after-hours support and participation in on-call rotation will be required. 
Travel to other company sites may be required as needed.  

IES is a national provider of industrial products and infrastructure services to a variety of end markets, including electrical, mechanical and communications contracting solutions for the commercial, industrial, residential and renewable energy markets. IES is publicly traded on NASDAQ under the symbol IESC. As of the end of IES’s 2025 fiscal year ending September 30, 2025, IES produced over $3.3 billion in revenue and employed over 10,200 employees at over 174 domestic locations across the United States.

Our commitment to our employees is reflected by our actions:

• Safety is Priority One – and our record shows it
• Competitive Pay
• Company 401K plan with Employer Contribution Match
• Company Paid Time Off
• Company Paid Life Insurance
• Choice of Medical Coverage including Prescription and Short Term Disability Plans
• Choice of Dental and Vision Coverage
• Optional Long-term Disability, Critical Illness, Accident, Legal and Pet Coverage
• Auto and Home Insurance Discount Programs

PLEASE NO AGENCY CALLS. 
NOTE TO ALL AGENCIES: Any unsolicited agency resumes or agency represented candidates that are presented to any IES employee without first having a signed contract between that agency and the IES Talent Acquisition organization will become the property of IES and no fees will be paid.

EEO & Affirmative Action

The IES policy on equal employment opportunity prohibits discrimination based on race, color, religion, national origin, sex, age, gender identity, sexual orientation, individuals with disabilities, protected veterans, or any other protected status or characteristic. This policy applies to recruiting, hiring, transfers, promotions, terminations, compensation, benefits, and all other terms and conditions of employment, and also states that retaliation against any employee who files a complaint regarding possible violations of this policy will not be tolerated. IES is also committed to taking affirmative steps to promote the employment of minorities, women, individuals with disabilities, and protected veterans. IES develops affirmative action programs to support its commitment to equal employment opportunity, consistent with company policy and the company’s obligations as a contractor to the United States government. 

View Your Equal Employment Opportunity rights under the law. "Know Your Rights: Workplace Discrimination is Illegal; Conozca sus Derechos: La Discriminación en el Lugar de Trabajo es Ilegal

Disability Accommodation

IES is an Equal Opportunity/Affirmative Action Employer. IES provides reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veterans' Readjustment Assistance Act of 1974 and Title I of the Americans with Disabilities Act of 1990. Applicants who need accommodation in the job application process should contact the IES corporate office at (713) 860-1500 or any IES office to request assistance.

IES Participates in E-Verify/IES participa en el programa E-Verify

E-Verify Information/ Información sobre E-Verify

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Right to Work/Ley de Derecho al Trabajo

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