IT Support Technician – Level 2

Summary:

The IT Support Technician is responsible for providing hands-on and remote IT support across Landus locations with a strong emphasis on field-based technical work in industrial/ag environments. This role supports end users installs and maintains network and camera infrastructure and helps ensure reliable connectivity across facilities. The technician will provide hands-on support diagnose technical problems and contribute to improving overall IT service efficiency. Landus is committed to developing talent from within and this role provides a strong foundation for career progression in IT.

Essential Duties & Responsibilities:

Other duties may be assigned.

End-User Support & Service Desk

• Provide Level 2 IT support by answering Service Desk calls monitoring the ticket queue and resolving escalated issues
• Assist Level 1 Support via phone and Microsoft Teams with advanced troubleshooting and guidance
• Deliver in-person support at various Landus locations as needed
• Clearly concisely and promptly document all work and customer interactions in the Kaseya AutoTask ticketing system
• Ensure adherence to established service level agreements (SLAs)
• Proactively communicate status updates and resolutions to end users

Field Support & Infrastructure Work

• Travel to company locations to diagnose and resolve IT issues in office and industrial (grain elevator) environments
• Install configure and troubleshoot network equipment including routers switches Access Points and wireless radio systems
• Run terminate and test Cat5/Cat6 network cable
• Install configure and maintain IP camera systems. Experience with Genetec systems is a plus
• Assist with VoIP system setup troubleshooting and device deployment

Proactive Maintenance & Continuous Improvement

• Identify and address potential issues through routine site visits and proactive assessment
• Recommend improvements to enhance network reliability and user experience across locations
• Collaborate with internal IT teams to reduce recurring issues and improve support processes

Customer Experience & Collaboration

• Build strong working relationships with end users and department managers
• Advocate for a seamless efficient and positive IT support experience
• Partner with other IT teams (Backend Dev/Data OT/Automation) on escalated or complex issues

On-Call & Availability

• Participate in an on-call rotation (approximately every 45 weeks) to provide support after-hours as needed

Documentation & Continuous Improvement

• Create and maintain clear documentation for technical processes troubleshooting steps and end-user self-help resources.
• Develop documentation aimed at reducing recurring issues and improving first-call resolution.
• Identify and implement process improvements that reduce ticket volume and drive overall productivity.

Position Requirements:

Education & Experience:

• A bachelors degree (B.S./B.A.) in Computer Science Information Technology or a related field is preferred.
• An associates degree in computer science or equivalent experience (3-6 years) with relevant IT certifications will also be considered.

Skills Required:

• Experience with a broad range of end-user technologies including Windows Microsoft 365 products and remote desktop/terminal services.
• Strong troubleshooting skills diagnostic abilities and customer service orientation.
• Ability to apply technical knowledge effectively to resolve IT-related problems.
• Ability to terminate network cable.
• Excellent communication skills to assist and educate end users.

Certificates Licenses & Registrations:

• A valid drivers license is required as this role involves travel to various locations.
• Employees must adhere to the organizations motor vehicle safety policy.
• Certifications such as CCNA MCSE MCTS or ITIL are highly desirable but not required.

Physical Requirements:

• This role involves maintaining IT equipment including transporting unpacking and installing computer systems or servers.
• The employee must be able to lift up to 40 lbs. to chest height and carry equipment up to 20 feet.
• Ability to navigate tight maintenance spaces stairs and ladders as needed.
• May require tolerance for working at heights.

Work Environment:

• The work environment includes office settings server rooms and occasional customer locations.
• Exposure to high places outdoor conditions and electrical equipment.
• Noise levels are typically moderate.