Concorde Career Colleges
IT Support Technician II - Atlanta
ITIL
Edtech.com's Summary
Concorde Career Colleges, Inc. is hiring an IT Support Technician II. The role involves providing onsite IT support for regional campuses, installing and troubleshooting equipment, resolving technical issues, and collaborating with teams to maintain smooth operations. The technician also leads projects, manages inventory, and supports new hire onboarding.
Highlights
- Provide in-person support and remote troubleshooting for workstations, printers, phones, and basic network/server issues
- Configure and install IT hardware including laptops and audio/visual equipment
- Respond promptly to IT service desk escalations and maintain accurate ticket documentation
- Lead IT projects and mentor team members
- Coordinate vendor and third-party support resources
- Assist with new hire onboarding and hardware deployment
- Required: High School Diploma or GED; preferred: Bachelor’s degree in IT or related field
- Minimum 5 years of IT support experience with knowledge of ITIL practices and remote support
- Strong communication, problem-solving, and technical skills with ability to manage multiple tasks
- Compensation range: $75,000 - $87,000, with benefits including tuition waiver, paid time off, retirement matching, and insurance options
IT Support Technician II - Atlanta Full Description
Overview:
The Support Technician II is an onsite position responsible for customer-centric support of regionally grouped campuses by installing, maintaining, and troubleshooting IT equipment such as workstations, laptops, printers, phones, and basic network/server issues. They serve as the second-level IT support resource and collaborate with cross-functional teams to ensure smooth IT operations.
Pay Range: $75,000 - $87,000
What We Offer:
- Tuition Waiver: Enjoy a tuition waiver after 6 months of employment for you AND your immediate family offered at UTI and Concorde campuses
- Paid Time Off: Competitive paid time off programs for employees (Vacation, Sick, Flexible)
- Retirement Matching: 50% match on the first 6% of your contributions after 90 days
- Paid Parental Leave: 4 weeks of paid leave for both birthing and non-birthing parents to bond with a new baby
- Competitive Insurance: Health, vision, and dental coverage for you and your dependents
- Pet Insurance: Competitive coverage for your furry family members through ASPCA
- Health Plan Enrollment: Eligibility starts first of the month following completing one full month of employment
Responsibilities:
- Provide in-person campus support (as needed)
- Configure and install workstations, laptops, printers, and phones
- Perform remote and on-site analysis, diagnosis, and resolution of workstation, laptop, peripherals, phone, audio/visual equipment and network issues
- Respond to incoming calls, emails, and escalations from the IT Service Desk, ensuring accurate ticket documentation and prompt, effective communication with customers
- Lead and assist with IT projects
- Maintain campus inventory and documentation
- Coordinate with vendors and third-party support resources
- Proactively identify and solve problems
- Coordinate and execute new hire onboarding processes, focusing on hardware deployment and IT education
- Proactively share technical knowledge and best practices with team members across the organization
- Mentor and upskill to team members; demonstrate agility with more complex technical challenges
- Assists Leadership Team with onboarding of new IT team members
- Provide after-hours support to promptly address outages, minimize disruption and ensure continuity of business operations
- Other duties as assigned
Qualifications:
Education / Experience
- High School Diploma or GED (required)
- Bachelor’s degree in Information Technology, Computer Science, or related field (preferred)
- Minimum five (5) years of related IT support experience (required)
- Seven (7) years of second-level support (preferred)
- Experience conducting IT service management aligned with ITIL practices
- Experience providing remote support
Skills
- Strong communication, reasoning, and computer skills
- Active listening, advanced problem-solving, and decision-making
- Apply knowledge and skills to complete tasks with minimal supervision
- Identify straightforward problems and recommend potential solutions
- Communicate clearly and effectively with peers and stakeholders
- Demonstrate active listening and empathy in interactions
- Participate in presentations or facilitate small group discussions
- Manage multiple tasks in a dynamic environment
- Use productivity software and collaboration tools with confidence
- Show initiative and accountability for assigned outcomes
- Perform routine tasks and seek guidance for new situations
- Make timely decisions that keep the organization moving forward
- Apply effective and efficient processes with a focus on continuous improvement
- Build open and comfortable relationships with diverse groups
- Learn actively from both successes and failures while solving new problems
Abilities
- Able and willing to:
- Communicate, think, learn, and reason
- Use computers and computer systems (including hardware and software) to process transactions, store documents, enter data, or perform assigned tasks
- Safely ambulate and/or maneuver when on-site at Company locations
- Demonstrate and utilize active listening, inductive reasoning, information ordering and category flexibility
- Ability to use good judgment, problem-solving and decision-making skills
- Ability to maintain confidentiality and manage sensitive information with discretion
- Ability to work in a fast-paced environment where deadlines are essential and multiple projects are worked simultaneously
- Ability to gain, understand and apply information and data as it relates essential functions of the position
- Ability to foster long-term relationships with stakeholders
- Ability to travel to worksite locations
- Occasionally (up to 15% of workday)
- Use fine and large motor skills to operate a motor vehicle
- Use hearing and sight (both near and far vision) to operate a motor vehicle
Work Environment
- Work is performed indoors in a climate-controlled environment when on site at assigned company location. Employees must be able to safely ambulate when on company premises.
- This position is designated as Onsite.
- Travel Requirements: This job also requires local travel (between campuses in Atlanta) of 25% plus other travel of up to 15%.
#LI-Onsite
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