This position will report to HB Mechanical Group, LLC, a subsidiary of HB Global. We empower our employee owners to make this a great place to work and create value. POSITION SUMMARY The IT Support Technician Level II serves as an escalation resource for complex technical issues and delivers tier-2 support to employees across the organization. This role is responsible for resolving incidents that exceed Level I scope, leading technical projects, mentoring junior technicians, and helping maintain the reliability of our core IT systems. Success in this role requires a strong customer service mindset and the ability to translate technical solutions into clear guidance for non-technical users. CORE VALUES To be successful in this role, you must demonstrate the following core value characteristics: Trust: Communicate clearly. Be committed, accountable, open, and honest. Team: There is no “I.” Do what’s best for the team, assume the best in others, lead by example, and celebrate wins together. Grit: Stay goal-focused, positive, and passionate. Persevere and take ownership. Growth: Be a lifelong learner, forward-thinker, curious, self-aware, and open-minded. ESSENTIAL DUTIES AND RESPONSIBILITIES Support and Service Delivery Serve as the escalation point for complex technical issues that exceed Level I scope, delivering professional, educational, and efficient support to non-technical users. Track all IT incidents and requests in the IT Service Management (ITSM) platform, meeting or exceeding established SLAs and KPIs for incidents, requests, and project assignments. Analyze and research solutions to complex incidents and drive them to resolution; escalate to the IT supervisor or lead only when resolution exceeds Level II scope. Systems and Infrastructure Install, configure, and test hardware and software on new and existing devices in accordance with company standards. Lead maintenance, implementation, and troubleshooting initiatives for IT hardware and software. Administer user accounts and access changes across core IT platforms, including Active Directory, Microsoft 365 Admin Center, Microsoft Azure, and Mobile Device Management (MDM) systems. Support the configuration and ongoing management of endpoint security protocols and mitigations. Manage the lifecycle of IT assets, including refresh, replacement, and secure disposal. Documentation, Training, and Mentorship Document processes, procedures, and technical issues to build and maintain the IT knowledge base and technician training guides. Lead IT-related aspects of new hire onboarding and mentor Level I technicians on hardware, software, and ticket handling best practices. General Participate in the on-call rotation for outages and after-hours support. Perform other duties as assigned. EDUCATION, EXPERIENCE, AND SKILLS Required Experience and Education 5+ years of IT support experience, including demonstrated work at a Level II or escalation-focused capacity. Bachelor of Science in Information Technology, or an equivalent combination of education and work experience. Required Certifications ITIL v4 Foundation Certification, or equivalent demonstrated experience. CompTIA A+ Certification, or equivalent demonstrated experience. Technical Skills Strong hands-on experience with Active Directory, Group Policy, Microsoft Windows operating systems, and Microsoft 365 applications. Working knowledge of TCP/IP networking, computer hardware, and peripherals. Experience administering Windows Server and VMware environments. Experience supporting Microsoft SharePoint and cloud storage platforms. Experience with Mobile Device Management (MDM) and the support of Android and iOS phones and tablets. Working understanding of cybersecurity fundamentals and endpoint security best practices. Experience configuring and administering ITSM ticketing systems, with a solid grasp of Problem Management and IT Asset Management. Professional Skills Proactive, top-notch problem-solving, troubleshooting, and analytical skills. Excellent time, priority, and task management in a fast-paced, quickly changing environment. Excellent written and verbal communication skills, with the ability to interact effectively with end users, peers, and leadership. High emotional intelligence and operational leadership presence. Ability to follow, create, and continuously improve defined processes and procedures. Ability to work independently with limited supervision beyond the first 90 days. PHYSICAL REQUIREMENTS Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 50 pounds at times. Ability to travel to various divisions and worksites as needed. POSITION DETAILS This is a full-time, non-exempt position with benefits. Standard schedule is Monday through Friday, eight-hour shifts, with hours that may vary according to business needs. Local travel is expected and occasional long-distance travel may be required. Participation in the on-call team rotation for outages is a requirement of this position. The IT Support Technician Level II serves as an escalation resource for complex technical issues and delivers tier-2 support to employees across the organization. This role is responsible for resolving incidents that exceed Level I scope, leading technical projects, mentoring junior technicians, and helping maintain the reliability of our core IT systems. Success in this role requires a strong customer service mindset and the ability to translate technical solutions into clear guidance for non-technical users. WHO WE ARE: A company of trusted brands with a full portfolio of MEP services. Since 1914, our divisions have been delivering world-class work to the industries that are driving our nation forward. We do this by providing unmatched mechanical, electrical, and plumbing services throughout the United States and the Caribbean. OUR MISSION: To empower our employee owners to make this a great place to work and create value. Engaged employees create raving fans of our clients. OUR CORE VALUES: TRUST is the foundation of all we do. TEAM is our daily mindset. GRIT is our passion and perseverance. GROWTH is our goal, both personally and professionally.
