Position Summary

The IT Technical Support II provides advanced front-line technical support for end users across corporate, shop, and field operations. This role independently resolves more complex hardware, software, networking, and system access issues while serving as an escalation point for Tech Support I. The IT Technical Support II plays a key role in maintaining system uptime, cybersecurity compliance, and end-user productivity while supporting IT projects and continuous improvement initiatives. This position is primarily based in an office environment with occasional local travel to job sites and company locations, estimated at approximately 10%.

Essential Job Functions

Provide Tier II technical support to employees via phone, email, ticketing system, remote access, and in-person assistance.
Diagnose and resolve complex hardware, software, network connectivity, printer, VPN, and mobile device issues.
Support Microsoft 365, email security, MFA, file permissions, and enterprise applications.
Serve as an escalation point for unresolved Tech Support I issues.
Install, configure, deploy, and maintain desktops, laptops, tablets, phones, printers, and peripherals.
Create, modify, and deactivate user accounts and system access per HR and IT authorization.
Manage workstation refreshes, reimages, and lifecycle replacements.
Track, document, and resolve tickets with complete resolution notes and root cause identification.
Maintain accurate IT asset inventory including devices, licenses, mobile devices, and peripherals.
Support cybersecurity protocols including endpoint protection, phishing response, MFA enforcement, and device compliance.
Assist with software deployments, system upgrades, patching, and scheduled maintenance.
Provide basic network troubleshooting for switches, printers, VPNs, and site connectivity.
Support backup verification, data protection procedures, and disaster recovery readiness tasks.
Create clear IT documentation and end-user tutorials in various formats.
Educate employees on IT best practices, cybersecurity awareness, and system usage.
Support IT projects including hardware rollouts, system migrations, and technology upgrades.
Maintain strict confidentiality of company data, user credentials, and security controls.
Performs other related duties as required or assigned. Responsibilities may be modified or added based on operational needs and business priorities.

Qualifications

Education:

High school diploma or GED required.
Bachelor of Science Degree in Computers or a similar or relatable field, or relevant certifications.

Experience:

Ability to adapt to emerging tech trends and educate end users.
Extensive knowledge of both M365 Suite and Azure environments.
3–5 years of progressive IT support or help desk experience required.
Experience supporting multi-site and field-based workforces preferred.
Experience with Azure Active Directory, Microsoft Exchange Online, SharePoint, Teams, Intune Endpoint Manager, O365 setup, OneDrive for Business, Azure Functions, Microsoft Graph API, REST API, Power Platform

Licenses/Certifications:

CompTIA A+, Network+ preferred.
Network+ highly preferred
MS-900: Microsoft 365 Fundamentals, preferred (or equivalent experience)
MD-102: Endpoint Administrator (Highly preferred)
MS-700 Managing Microsoft Teams (Highly preferred)
SC-900 Microsoft Security, Compliance, and Identity Fundamentals (preferred)
Network+ (preferred)
Valid state driver’s license.

Skills:

Strong troubleshooting and diagnostic skills across hardware, software, and networking.
Advanced knowledge of Windows operating systems, Microsoft 365, and endpoint devices.
Knowledge of intermediate networking concepts including VPNs, VLAN, and local connectivity.
Strong documentation, ticket management, and root cause analysis skills.
Rich background in customer service and professional communication skills.
Ability to prioritize and manage multiple technical issues simultaneously.
Ability to work independently with minimal supervision.
Ability to maintain confidentiality of sensitive company and user information.
Strong organizational and follow-through skills.

Preferred Qualifications:

Bilingual in Spanish (English/Spanish) strongly preferred, particularly to support field employees and job site communication.

Physical Demands and Work Environment

Physical Requirements:
This position is primarily sedentary to light work in nature. The employee is regularly required to sit for prolonged periods, use hands and fingers to operate a computer keyboard, telephone, and office equipment, and occasionally stand, walk, bend, or reach. The employee may occasionally lift or move office materials such as files, binders, laptops, or boxes of supplies weighing up to 20 pounds.

Work Environment:
Work is typically performed in a professional office environment, with occasional visits to field or construction sites as required. The noise level in the office is usually moderate. The employee may occasionally be exposed to outdoor weather conditions, dust, and construction noise when visiting job sites. All work must be performed in compliance with Cal/OSHA safety and ergonomic standards, and employees are expected to use proper personal protective equipment (PPE) when entering field areas.

Reasonable Accommodations:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position in accordance with the Americans with Disabilities Act (ADA) and the California Fair Employment and Housing Act (FEHA).

Culture Alignment

All employees are expected to uphold Boudreau Pipeline’s values of Communication, Mutual Respect, and Accountability. These principles guide how we lead, collaborate, and perform our work every day.

Equal Employment Opportunity and At-Will Statement

Boudreau Pipeline Corporation is an Equal Opportunity Employer and prohibits discrimination or harassment based on race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.

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