Level 2 IT Technician - RideNow Allen

Job Description: Level 2 IT Technician
Location: Allen, TX Reports To: Level 2 Manager

Position Summary
The Level 2 IT Technician serves as the primary escalation point for technical support
requests that exceed the scope of the Level 1 Support team. While maintaining the high
standard of professional technical assistance established by Tier 1, the Level 2 Technician
manages more complex infrastructure issues, systems administration tasks, and technical
projects. This role is critical in bridging the gap between front-line support and senior
infrastructure teams, providing mentorship and technical guidance to Level 1 staff to
ensure organizational continuity and technical excellence.

Key Responsibilities

Advanced Escalation & Support
● Tier 2 Resolution: Act as the primary escalation point for complex hardware,
software, and connectivity issues that cannot be resolved by Level 1.
● Infrastructure Management: Support the maintenance and troubleshooting of
local office network equipment, servers, and cloud-based infrastructure.
● Advanced Diagnostics: Utilize advanced diagnostic tools and critical thinking to
identify root causes for recurring or systemic technical failures.

Mentorship & Team Assistance
● Level 1 Support: Actively assist Level 1 Technicians with troubleshooting sessions to
improve their technical proficiency and resolution speed, as well as handle Level 1
calls when call volume exceeds L1 staffing.
● Knowledge Transfer: Develop and maintain high-quality documentation and SOPs
for the internal knowledge base to empower Level 1 self-service and triage.
● Onboarding Oversight: Oversee complex access provisioning and account setups
initiated by Level 1 to ensure strict adherence to security protocols.

Systems & Project Execution

● Security & Compliance: Monitor and enforce IT security policies and audit controls,
ensuring data integrity across all managed systems.
● Technical Projects: Manage and work alongside other team members on complex
technical projects while maintaining sufficient documentation.
● Continuous Improvement: Identify opportunities for process automation or
system enhancements to reduce the volume of repeat incidents.

Experience & Education
● Years of Experience: 3–5 years in an IT support or systems administration role.
● Technical Proficiency: Advanced knowledge of Windows operating systems, Google
Workspace administration, Microsoft 365, and networking fundamentals (TCP/IP,
DNS, DHCP, VLANs). Cisco VoIP experience is a plus.
● Education: Bachelor’s degree in Information Technology, Computer Science, or a
related field preferred; relevant certifications (e.g., CompTIA Network+, Security+, or
MCSA) are highly valued.

Technical & Specialized Skills
● System Administration: Hands-on experience with Active Directory, Group Policy,
and device management.
● Ticket Management: Expertise in helpdesk ticketing software and the ability to
manage complex ticket lifecycles from intake through escalation.
● Professional Documentation: Ability to write clear, technical procedural manuals
for use by both technical staff and non-technical end-users.

Soft Skills
● Mentorship: A natural inclination to coach and develop junior staff while
maintaining a high level of empathy for end-user challenges.
● Strategic Prioritization: The ability to balance high-priority ticket escalations with
long-term project deadlines under minimal supervision.
● Clear Communication: Capability to translate complex technical concepts into
actionable steps for stakeholders at all levels of the organization.

● Must be able to sit for prolonged periods of time at work station

What We Offer:

• Medical, Dental, Vision Insurance
  
• Employer paid Life and Short-Term Disability Insurance
  
• Paid time off and vacation
  
• Employee discounts on parts, gear, and merchandise
  

All applicants must pass pre-employment screening, including background and MVR checks.

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