Information Technology Support Associate II

Southern First Bank•Greenville, SC

About The Position

Tier II Information Technology Support Specialists serve as a first point of contact or the escalation point from Tier I for IT support regarding IT infrastructure, performing in-depth troubleshooting, and ensuring the stability and security of user environments. The primary responsibility is to handle escalated or more complex support tickets so that Tier I Team Member can provide front-line support to users. This role includes responsibilities related to Active Directory, server and network support, endpoint management, application troubleshooting, mentoring Tier I staff, and managing escalated tickets. Tier II Information Technology Support Specialists have developed a strong understanding of troubleshooting theory and are able to assist users with most issues without further escalation. As the role often requires interdepartmental communication, the associate must be able to exhibit excellent teamwork and communication skills.

Requirements

2-5 years relevant experience or equivalent IT or Systems post High School Training (associate’s or bachelor’s degree preferred).
Strong experience with Windows OS (10/11), Windows Server, and enterprise-level tools.
Advanced understanding of networking concepts (IP, DNS, DHCP, VPN).
Familiarity with PowerShell scripting, remote management tools, and system deployment software.
Perform log analysis, trace network issues, and troubleshoot multi-layered problems.
Effectively explain technical solutions to non-technical users.
Maintain professionalism and customer service in high-pressure situations.
Clear and detailed documentation of troubleshooting steps, resolution actions, and follow-ups.
Ability to work well independently and as a member of a project team.
Exceptional client service and communication skills.
Detail oriented and problem solver with strong organizational skills and ability to handle multiple tasks at once.
Ability to maintain confidentiality and exhibit a high degree of integrity.
Able to lift technology equipment to include and not limited to computers, monitors, desktop printers, and scanners.
Available to work outside Greenville area, which may include travel and/or overnight stays and flexible hours.
A thorough understanding of troubleshooting theory.
A thorough understanding of Active Directory and other Windows Administration Tools.

Nice To Haves

CompTIA A+ and CompTIA Network+ certifications or equivalent preferred.
Previous experience with ticketing systems or SLA-based systems preferred.
Comfortable working with network topologies and protocols.

Responsibilities

All essential responsibilities of an Information Technology Support Associate I alongside role-specific responsibilities.
Provide an escalation point for Tier I technicians requiring assistance with advanced or time-sensitive issues and problems.
Provide detailed resolution steps and updates in the Freshservice ticketing system.
Help retrain Tier I technicians on more advanced issues to grow the technical skills of the team.
Troubleshoot complex issues in Active Directory, including replication errors, login failures, and account lockouts.
Create and manage security and distribution groups and ensure correct application of group memberships.
Apply and troubleshoot Group Policy Objects (GPOs) to enforce user and computer configurations.
Perform routine server maintenance, including patching, event log analysis, and basic configuration.
Support print servers, file servers, and authentication services.
Manage user and group permissions on network resources.
Diagnose and resolve network connectivity issues, including DNS/DHCP problems, static IP conflicts, and VPN routing.
Collaborate with internal teams to improve network stability and performance.
Resolve advanced workstation issues related to OS performance, driver conflicts, and hardware malfunctions.
Manage imaging and deployment of workstations using system deployment tools.
Diagnose and resolve escalated issues with enterprise software (e.g., Microsoft Office, FIS software, email clients).
Install and configure specialized software per departmental requirements.
Monitor software updates and ensure systems are compliant with security standards.
Grant, modify, and revoke access to internal systems, network shares, and enterprise applications.
Assist in implementing permission models and ensuring access aligns with organizational policies.
Troubleshoot multi-factor authentication (MFA) problems, credential sync errors, and domain trust issues.
Perform root cause analysis for recurring incidents and propose preventive solutions.
Resolve complex printer and copier issues including driver conflicts, network connectivity, and permissions.
Set up multifunction devices with scan-to-email and scan-to-folder configurations.
Complete other duties as assigned.