Stasmayer is seeking a skilled and motivated Level 2 IT Technician to join a high-performing support team. This role provides technical support to both external clients and internal staff, playing a key part in maintaining reliable and efficient IT operations.
Overview:
The Level 2 IT Technician is responsible for diagnosing and resolving complex issues within the IT support environment, including handling escalated tickets from lower support tiers. This role requires consistently delivering high‑quality service while meeting defined service standards and performance metrics such as response time, resolution time, and customer satisfaction. In addition to hands‑on support, the position leverages automation and AI‑driven tools to improve efficiency, reduce repeat incidents, and streamline common support scenarios across all clients.
Principal Responsibilities:
- Provide Level 2 technical support for client systems, including workstations, servers, and line‑of‑business applications
- Troubleshoot and resolve network, connectivity, and performance issues across wired and wireless environments
- Handle escalated support requests from Level 1 technicians and drive issues to resolution
- Utilize RMM (Remote Monitoring and Management) tools to proactively monitor, troubleshoot, and remediate issues
- Meet or exceed internal Service Level Agreements (SLAs), maintaining 80% attainment or higher
- Respond to and resolve incidents in accordance with defined SLA targets and operational standards
- Accurately document work performed and record time entries daily in the PSA (Professional Services Automation) system
- Identify opportunities to reduce repeat incidents through improved processes, automation, and AI‑enabled tooling
Principal Requirements:
- Prior help desk or technical support experience, or equivalent hands‑on IT experience
- Proven ability to manage and prioritize multiple customer requests throughout the day
- Professional demeanor with a strong focus on customer satisfaction
- Excellent written and verbal communication skills
- Experience with wireless access point (AP) networking and troubleshooting
- Hands‑on experience deploying and supporting Windows Server and Windows desktop operating systems
- Experience configuring and troubleshooting networking and security devices (Cisco, SonicWALL, WatchGuard, HP, or comparable platforms)
- Experience supporting Microsoft 365 environments, including M365 administration and troubleshooting
- Working knowledge of Azure Active Directory
- Experience with virtualization platforms such as VMware and Hyper‑V
- Azure Virtual Desktop experience is a plus
- macOS support experience is a plus
- Experience supporting medical or law firm IT environments is a plus
Essential Interpersonal & Professional Skills:
- Strong interpersonal skills with the ability to build trust and rapport with clients and colleagues
- Positive, team‑oriented attitude with a commitment to professionalism
- Customer‑first mindset and a desire to continuously improve the client experience
- Ability to proactively communicate status updates and clearly set expectations with clients
- Strong problem‑solving skills, with the ability to analyze complex issues and evaluate multiple solutions
- Exceptional organizational skills and attention to detail
- Ability to multitask effectively and work efficiently in a fast‑paced environment
- Composed, level‑headed, and professional under pressure or during high‑impact incidents
- Commitment to quality, accountability, and continuous improvement
Certifications:
- A successful candidate may have, but is not required to have, one or more of the following CompTIA certifications, A+, Network +, Security+
- A successful candidate may have, but is not required to have, Microsoft certifications in M365, Azure, or other MS products.
- A successful candidate may have, but is not required to have, other industry standard certifications in networking or product specific technologies.
Essential Physical & Work Requirements:
- Ability to lift and carry equipment weighing up to 50 pounds
- Ability to stand, bend, climb, and perform physical tasks for extended periods, up to a full workday as needed
- Ability to work on ladders and safely access equipment in various physical environments
- Ability to operate computers, tools, and other equipment required to perform job duties
- Ability to process information efficiently using computer systems and related technology
- Ability to read, write, and communicate effectively in English to accurately complete documentation and interact with clients and team members
- Ability to communicate courteously and professionally with customers, employees, and vendors
- Ability to work flexible hours or varied schedules when required to support operations
Growth & Career Path:
This role offers opportunities for technical growth, exposure to advanced systems, and advancement within the organization. Industry certifications are promoted and valued and every tech has a personal learning pathway to get additional industry certifications.
Stasmayer is a culture of caring. A company with a purpose and a drive to serve their customers and team members. Every team member is resourced to perform their role well.
Job Type: Full-time
Pay: $55,000.00 - $75,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Retirement plan
- Vision insurance
Ability to Commute:
- North Charleston, SC 29418 (Required)
Work Location: In person
