IT Support Tech II

\* Provide senior-level technical support across corporate and branch locations for First Community Services and its supported organizations \* Serve as a technical escalation point for IT Support Technicians \* Proactively identify recurring incidents and inefficiencies and take initiative to implement lasting solutions through process improvements, automation, or documentation. \* Manage assigned incidents in ServiceNow across a range of hardware and software break/fix issues \* Analyze technology in assigned locations for proper functionality and decision needs and upgrades \* Purchase equipment within assigned level of authority \* Manage assigned projects including lifecycle management of PCs, peripherals, and other infrastructure, new branch installations, and software rollouts such as Windows feature updates or application deployments/updates \* Independently lead and successfully complete location installations \* Identify, diagnose, and replace components such as RAM, storage drives, and UPS batteries \* Provide endpoint management using Remote Management & Monitoring (RMM) tools such as MECM, NinjaOne, or similar \* Travel within the assigned region for on-site troubleshooting and hardware installation \* Act as remote hands for other First Community Services departments including physical inspection of ATMs, network equipment replacement, and inspection and troubleshooting of alarm systems \* Participate in the on-call rotation and Disaster Recovery activities \* Travel up to 75% for certain regions \* Regular and predictable attendance and punctuality \* Other duties as assigned. Position level is dependent upon experience and tenure Physical Requirements: \* Must be able to position self in tight spaces and perform overhead and under desk work \* Occasional use of a ladder required \* Ability to lift and carry up to 75 pounds FNBT is an equal opportunity employer. \* At least 18 years of age \* High school diploma or equivalent \* Associate degree in computer science or PC-related field preferred; equivalent experience accepted \* Industry certification preferred: CompTIA A+, Network+, or equivalent \* 2+ years of Desktop Support or related experience \* Experience managing incidents through a ticketing system (ServiceNow or equivalent) \* Prior experience in a multi-site or distributed IT environment a plus \* Prior experience mentoring or providing technical guidance to junior technicians a plus \* Microsoft Windows operating systems, including the ability to run and interpret commands such as ping, ipconfig, net use, gpresult, and gpupdate experience \* Experience within Windows file and folder permissions including network and administrative shares \* Microsoft Management Console and key snap-ins: Event Viewer, Disk Management, Device Manager, Certificate Manager, Print Manager, Group Policy Editor, and Active Directory \* Ability to enabling, suspend, and recover BitLocker encrypted drives and managing recovery keys \* Experience navigating and making targeted edits in the Windows Registry \* Network cabling practices including termination, keystone punchdowns, tracing, and toning \* IP addressing, subnet masks, DHCP, DNS, and VPN functionality \* Expert knowledge of LAN/WAN concepts, VLANs, and network architecture \* OS imaging and deployment using MECM or similar tools \* Must possess a valid driver s license, current auto insurance, and have reliable personal transportation \* Must successfully pass background investigation according to company policy \* Must be able to get along with co-workers and work effectively in a team environment