The IT Support Technician II will be responsible for providing technical support and assistance to end-users, troubleshooting software and hardware issues, and escalating complex problems to higher-level support teams when necessary. The ideal candidate should have excellent communication skills, strong problem-solving abilities, and a customer-focused approach. • Respond to incoming support requests via phone, email, or ticketing system in a timely manner • Diagnose and troubleshoot technical issues related to software, hardware, and network connectivity • Provide guidance and assistance to end-users on the use of IT systems, applications, and tools • Escalate unresolved issues to the appropriate support teams or vendors for further investigation and resolution • Install, configure, and maintain computer hardware, software, and peripherals • Collaborate with other IT team members to implement solutions and improvements • Document support activities, resolutions, and troubleshooting steps for future reference • Contribute to the development of knowledge base articles and user guides Experience: • Minimum of two (2) years of experience in area of responsibility.