IT Technician II

Location: Onsite Teterboro, New Jersey, United States

Role Overview

The IT Technician II position is a mid-level technical role responsible for delivering advanced end-user support, mentoring junior technicians, and supporting technology operations across multiple physical locations and business units (corporate, warehouse, retail, and remote teams).

This role operates as a technical escalation point and trusted partner to IT leadership, with defined decision-making authority over software licensing, SaaS access approvals, and IT procurement requisitions within established policy and budget thresholds.

The position reports to the Senior Manager, ITSM and works cross-functionally with HelpDesk, SysOPS, and business stakeholders.

Key Responsibilities

End-User & Infrastructure Support

• Provide Level 2 support for software, hardware, AV, identity management, networking, access requests, and device management.
• Act as an escalation path for complex or unresolved issues beyond Level I scope.
• Support warehouse, retail, and corporate technology systems, including environmental and network infrastructure.
• Assist with onboarding and offboarding employees across multiple locations.
• Provide technical support for special projects such as network installations, SaaS rollouts, and device management upgrades.

Multi-Unit Operations

• Support technology operations across multiple sites, including corporate offices, warehouses, retail locations, and remote teams.
• Maintain awareness of location-specific technology needs, constraints, and timelines.
• Travel domestically and internationally as required to support projects and operational needs.

Software Licensing & Procurement Authority

• Evaluate, recommend, and approve software and SaaS license requests in alignment with IT standards, security requirements, and budget guidelines.
• Manage license allocation, renewals, and access provisioning to ensure cost efficiency and compliance.
• Initiate and approve IT procurement requisitions for hardware, software, peripherals, and services within assigned approval limits.
• Partner with IT leadership, Finance, and Procurement to forecast licensing needs and support vendor evaluations.
• Ensure all procurement and licensing decisions adhere to IT policy, security standards, and audit requirements.

Documentation, Process & Reporting

• Create, maintain, and improve IT documentation for both technicians and end users.
• Take ownership of defined reporting and analytics to communicate trends, risks, and performance to stakeholders.
• Monitor and maintain IT inventory critical to day-to-day operations and ongoing projects.

Leadership & Collaboration

• Mentor and train Level I technicians, including documentation and process development.
• Collaborate closely with HelpDesk, SysOPS, and ServiceDesk teams on cross-functional initiatives.
• Support the Senior Manager, ITSM on critical projects, recurring issues, and operational improvements.
• Serve as a backup for Level I technicians during PTO, high-volume periods, or special projects.

Qualifications

• Experience working in an enterprise IT environment.
• Experience supporting multiple locations or business units.
• Experience with FreshService or other ITSM ticketing systems (required).
• Experience with Okta or other identity providers (required).
• Experience supporting executive-level employees.
• Experience with complex or custom AV solutions (preferred).
• Strong understanding of SaaS licensing models and IT procurement processes (preferred).
• Ability to multitask, prioritize, and work independently or collaboratively.
• Strong written and verbal communication skills.
• Proven commitment to exceptional customer service.
• High attention to detail and flexibility with shifting deadlines.

Physical & Work Requirements

• Ability to lift heavy objects and support physical installations.
• Flexibility to work evenings, weekends, and outside normal business hours as needed.
• Participation in on-call rotations for critical issues.
• Ability to travel internationally when required.