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IT Support Technician II

Lubbock, TX Betenbough Companies

The IT Support Technician [level] 2 is an advanced-support position, for individuals with an advanced understanding of – and demonstrated proficiency with – software, computers and associated equipment. As a member of our IT Support team, you will be responsible for supporting customers through a mix of technical skill, excellent communication, and exceptional hospitality. A Support Technician 2 will generally have 3-5 years of generalized, professional IT experience and seasoned knowledge of numerous technical systems and processes, as well as have demonstrated, advanced, service-oriented, problem-solving skills in prior roles.

 Core Functions

  • Deliver exceptional customer service by striving to exceed expectations and to leave customers feeling great about their support experience.
  • Proactively find new ways to make our employees more fruitful and productive through technology.
  • Promote Information Security and Business Continuity through application of department best practices.
  • Setup, troubleshoot and maintain all company hardware and software, consistent with department protocols.
  • Maintain inventory levels for computer equipment, supplies and accessories and ensure working environments are organized and professional-looking.
  • Find new ways to monitor our systems to ensure we know about issues before our users know.
  • Continually seek out and propose new systems and technologies, to support and enhance department and customers’ business processes.

 Role Values

  • Seek to make our customers’ technology experience more effortless (for them).
  • Practice Hospitality in the process of delivering the service of support.
  • Perform both Technical Maintenance and Relational Maintenance in every support interaction.
  • Communicate clearly.
  • Deliver FAST Responses and Resolutions.
  • Deliver AFFIRMING support encounters, building-up our customers by showing appreciation for who they are and what they do.
  • Deliver THOROUGH support, diving deep to identify Root Causes and Following-Up to confirm resolutions and communicate to the customer that their experience is important to us.

 Required Skills & Qualifications

  • Active Directory
  • MS Exchange and/or O365
  • Helpdesk / Ticketing Systems
  • RDP, VPN and Remote Support tools
  • Computer Imaging / Image Management
  • MDM / iOS Mobile Device support
  • Intermediate knowledge of Enterprise Network Infrastructure


  • Superior communication skills with co-workers, customers, trade partners and vendors
  • Occasional after-hours or weekend-on-call possible
  • Regular travel to other company regions or event locations is required, company vehicle provided

Work Environment & Physical Requirements

  • Office role.
  • Vision for near, mid-range and far as well as hearing for low, medium, and high pitch.
  • Requires physical ability for standing, sitting, crouching, kneeling, frequent walking, reaching above head and below waist.
  • Must have a current and valid driver’s license and must be able to be insured by company fleet insurance
  • Ability to lift 20 – 75 pounds.

Hours and Schedule

  • Average 45 hours per week (7:30am-5:30pm, M-F).
  • Travel is regularly required.
  • Lunch break may be required.
  • Lunch meetings are occasionally required.
  • After hours and weekends may be necessary on occasion for trips, events, or to meet deadlines.


  • Comprehensive Employee Benefit Package
  • Employer-Paid Life, AD&D, LTD Insurance
  • Enrolled into ESOP (Retirement Benefits)
  • Paid Time Off Policy
  • Company-issued cell phone
  • Company Training Opportunities    
  • Company-Sponsored Vision Trips

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