Job Description

The IT Support Services Technician II provides moderately complex computer hardware and software support to internal GeoEngineers end-users, with an emphasis on effective issue resolution and customer satisfaction. The ITSS Technician II provides excellent customer service while dealing with both routine (tier 1) and difficult (tier 2) support problems.

Essential Duties and Responsibilities

• Act as a primary point of contact to provide high-quality support for end-users across a wide variety of computer hardware, software, business systems, mobile devices, and network topologies.
• Ensure assigned end-user requests and incidents are resolved or escalated within accepted IT service levels. This includes appropriate documentation of pertinent information in the IT ticketing system or other knowledge bases.
• Perform complex hardware and software maintenance, configuration changes, warranty upgrades, troubleshooting, and other necessary measures to ensure end-user equipment is functioning optimally.
• Create and maintain Knowledge Base/ Wiki articles for internal team and end-user consumption around technical issues.
• Create and deliver training and documentation to end-users aimed at leveraging existing IT systems and tools to their full extent.
• Develop and implement creative solutions to known end-user challenges, including leveraging IT tools, personal skills, the knowledge of other team members, and other available resources to reach appropriate resolution.
• Own and drive projects related to strategic ITSS team goals
• Other projects and duties as assigned.

Qualifications

• Associate’s Degree or equivalent combination of education, technical certifications or training, or work experience.
• Minimum of 3 years’ experience in an IT support service capacity, preferably within a corporate setting.
• Ability to offer excellent customer service via email, phone, and in-person to a wide variety of end-users with different levels of computer needs and expertise.
• High-level troubleshooting, problem solving, and decision making abilities, with a personal drive to hunt for the correct resolution every time.
• High attention to detail and organizational skills.
• Professional-level verbal and written communication skills.
• Ability to independently prioritize work and complete tasks in a timely and organized manner.
• Strong desire to learn and improve personal and professional skill-set.

Preferred Qualifications 

• Advanced knowledge of laptop hardware and software (driver) diagnosis and troubleshooting techniques.
• Advanced working knowledge of core Microsoft systems and services: Active Directory, Exchange, Microsoft 365, Teams, SharePoint, Intune, Entra, DNS, TCP/IP, file shares, print servers, security and distribution groups.
• Experience with configuration and deployment of Windows, Office, and other common software like Acrobat on laptops, desktops, and mobile devices in an Active Directory networked environment.

Physical Requirements/Work Environment

• Normal office environment with moderate noise levels, frequent lifting of up to 25 lbs., occasional lifting of up to 50 lbs., sustained walking, sitting, bending, twisting, standing and reaching
• Some travel to remote offices required
• Ability to perform consistent work on a PC

Our best estimate of the salary range for this position, located in Boston MA, is $27.50– $41.68 per hour. Compensation offered will be based on a variety of individual factors, including education and experience, as well as internal equity. GeoEngineers’ salary ranges are reviewed and updated each year and employees are eligible for pay increases based on individual performance. As part of our competitive total rewards package, employees in this role may also be eligible for our annual year-end bonus offering, subject to program eligibility requirements.

At GeoEngineers, investing in our people is a top priority. In addition to competitive and equitable pay, we are proud to offer a wide range of benefits to support employees and their families, including healthcare (with travel benefit for care not locally available), 401(k) with company match, short-term and long-term disability, life insurance, wellbeing benefits, paid vacation and sick time and paid holidays, among others. View our full listing of benefits here.

Our Commitment to Belonging at GeoEngineers

When people feel they can bring their whole selves to work, that they have a voice and are supported and respected, it creates trust and a feeling of belonging— employees then flourish, grow their careers, and do the best work of their lives. A culture of belonging allows our employees to thrive and our company to prosper. This is a journey, and we are committed to doing the work, learning and evolving as we go.

GeoEngineers is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

GeoEngineers is also committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or accommodation while seeking employment, please contact Human Resources at

**@ge**********.com











or by phone at (425) 861-6000. We will then make a determination regarding your request for reasonable accommodation on a case-by-case basis.

We welcome and encourage individuals from all backgrounds and experiences to apply for openings on our team. We would love for you to join us!

We care about your privacy. Read GeoEngineers’ Privacy Notice for details on our personal data policies.

How to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: 60,000 - 80,000.

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