IT Tech Level 2
Hybrid · Burton, Michigan, United States
Job Summary
IT Support Technician II provides day-to-day IT support and participates in broader business technology initiatives. Responsibilities include troubleshooting hardware, software, printers, and IT issues; supporting users across departments; managing support requests and documenting solutions; Prophet 21 ERP (Epicor) and Microsoft 365 administration (Outlook, Teams, SharePoint); assisting with file access, collaboration, and system organization; identifying recurring issues and contributing to long-term solutions; IT projects, automation, reporting, and process improvements; creating and maintaining technical documentation. The ideal candidate can independently handle most Level 1 issues, communicates well with users, and is a team player focused on improving business processes.
Required Qualifications
- Prior IT support or help desk experience
- Experience supporting end users in a business environment
- Strong troubleshooting and problem-solving skills
- Basic Microsoft 365 knowledge
- ERP system experience (P21 experience strongly preferred)
Desired Qualifications
- Epicor Prophet 21 administration/support experience
- SQL, reporting, or data analysis experience
- SharePoint administration experience
- Experience supporting end users in a business environment
- Strong troubleshooting and problem-solving skills
- Basic Microsoft 365 knowledge
- ERP system experience (P21 experience strongly preferred)
- Experience with label printers or warehouse environments
- A problem solver who investigates before escalating
- Strong communication and documentation skills
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