Tier 2 IT Technician, Help Desk
About RelevantTec:
RelevantTec provides practical, reliable technology support for businesses that need stable systems and clear answers. Our team handles everything from daily helpdesk work to supporting networks, servers, security tools, and the infrastructure our customers depend on. We focus on solving problems quickly, keeping environments healthy, and helping clients plan for what comes next. The goal is simple: fewer issues, smoother operations, and support that does what it’s supposed to do.
General Summary:
RelevantTec is hiring a Tier 2 IT Technician to take on more complex technical issues and help maintain the systems and environments we support. You’ll work with customers through tickets, email, phone, remote sessions, and on-site visits when needed. This role covers the same day-to-day support as Tier 1 but expands into deeper troubleshooting, server and infrastructure support, system changes, and task ownership that requires stronger technical judgment. Tier 2 technicians also help guide Tier 1 staff, contribute to documentation and process improvements, and may take on projects or larger technical work as they demonstrate capability.
· This is an in-office role.
Job Details
Salary
· Compensation based on experience, starting above Tier 1 rates.
· Coverage for approved industry-recognized technical certifications. If employment ends within one year of receiving the benefit, the certification cost is deducted from the final paycheck.
· Incentivized Career Development Program
· Hands-on learning built into daily work, with growth based on skill development and initiative.
Benefits
· Medical, Dental, Vision
· Flexible paid time-off policy that supports vacation, sick days, and personal needs.
· We observe most federal holidays plus several company-designated holidays each year.
Job Type
· Full-time
· Primary hiring locations: Lubbock and Burkburnett
Key Responsibilities:
· Install and configure software, hardware, and related components.
· Troubleshoot and resolve escalated issues involving desktops, servers, and connected systems.
· Support clients directly by walking them through solutions and explaining tasks when needed.
· Provide technical guidance to Tier 1 team members and assist with process improvements.
· Support network-level tasks such as LAN/WAN connectivity, routers, firewalls, and switches.
· Administer Microsoft 365 and related cloud services.
· Troubleshoot AD, DNS, and other core services for local and hosted environments.
· Utilize and contribute to internal documentation and credential systems.
· Review logs, alerts, and system data to identify issues and recommend fixes.
· Assist with testing and evaluating new technologies and solutions.
· Establish and manage user accounts, permissions, and login-related issues.
· Participate in meetings where technical input is needed for planning and decision making.
· Rotating schedule with compensation for after-hours and weekend support.
· Perform additional related tasks as needed to support daily operations.
Required Qualifications:
· Must pass the screening required for access to regulated information systems.
· Proven experience in a helpdesk or technical support role.
· Strong troubleshooting skills for common and escalated issues.
· Strong grasp of networking fundamentals and core system administration skills used in day-to-day support.
· Excellent communication skills with customers and internal teams.
· Able to work effectively with minimal supervision.
· Able to stay calm and effective when handling complex technical situations.
· Communicates status, progress, and impacts to the appropriate people during incidents, projects, and daily support work.
· Able to take ownership of issues that require deeper investigation and follow them through to resolution.
· Industry-standard certifications or education: A+, Network+, Security+, Microsoft certifications, vendor technologies, or equivalent experience.
