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 4–5 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 bachelor’s degree (B.S./B.A.) in Computer Science, Information Technology, or a related field is preferred.
• An associate’s 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 driver’s license is required, as this role involves travel to various locations.
• Employees must adhere to the organization's 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.