About The Company
Galloway & Company, Inc. is a people-first company where collaboration, innovation, and career growth are at the heart of everything we do. You will grow personally and professionally with a supportive culture, flexible work environment, and strong focus on leadership development. You'll also work on diverse, impactful projects alongside multidisciplinary professionals who are passionate about making a difference. At Galloway, you're not just building communities — you're building a fulfilling career.
About The Role
The Tier 2 IT Support Technician provides advanced technical support for end-user computing, infrastructure, and core business applications. This role serves as the escalation point for Tier 1 issues, resolves moderately complex technical problems, and supports ongoing IT operations, projects, and system improvements. The ideal candidate is technically strong, process-minded, and capable of working independently while collaborating closely with the broader IT team.
The Tier 2 IT Support Technician is responsible for diagnosing, troubleshooting, and resolving technical issues that exceed Tier 1 support capabilities. This role balances
hands-on technical support,
root-cause analysis, and
operational improvement, while maintaining high standards for documentation, security, and customer
Responsibilities
End-User & Desktop Support
- Serve as escalation point for Tier 1 support requests involving hardware, software, and access issues.
- Troubleshoot Windows and/or macOS operating systems, Office 365/Microsoft 365, and common business applications.
- Resolve issues related to performance, connectivity, application failures, and user profile corruption.
- Provide white-glove support for executives and critical staff when required.
Systems & Infrastructure Support
- Support Active Directory, Azure AD, Group Policy, and identity/access management.
- Assist with endpoint management (Intune, SCCM, JAMF, or similar).
- Troubleshoot network connectivity issues (LAN/WAN/Wi-Fi, VPN, DNS, DHCP).
- Support printers, peripherals, and conferencing systems.
Ticketing, Documentation & Process
- Own assigned tickets through resolution, meeting SLA and customer satisfaction targets.
- Accurately document issues, resolutions, and knowledge articles in the ITSM platform.
- Identify recurring issues and recommend preventative solutions or automation.
- Assist in improving Tier 1 scripts, procedures, and escalation paths.
Security & Compliance
- Follow IT security policies and best practices.
- Assist with user access reviews, MFA support, and endpoint security issues.
- Escalate potential security incidents per incident response procedures.
Projects & Continuous Improvement
- Participate in IT projects such as system upgrades, rollouts, migrations, and refresh cycles.
- Test new tools, software, and configurations prior to deployment.
- Provide feedback on technology gaps, risks, and user experience improvements.
You will love our unique
Full Spectrum Approach™ that holistically champions the needs of our people, clients, and company to create a better experience for all. As a multidisciplinary company, with 11 in-house disciplines, this approach helps facilitate a deeper understanding of the design process, further enriching your professional growth and development.
Qualification
- Strong troubleshooting skills across hardware, OS, applications, and basic networking.
- Experience with Microsoft 365, Active Directory, and endpoint management tools.
Education
- High School or equivalent, associate or bachelor’s degree preferred.
Experience
- 4–6 years of professional IT support experience (Tier 2 or equivalent).
The estimated starting salary pay range for this role is $75,000 to $85,000
Beyond Base Salary
We’ve cultivated a culture rooted in
collaboration, growth, and innovation. Here’s what you can expect:
- 100% employer-paid benefits, setting a high standard in the industry
- Opportunities for biannual performance bonuses and profit sharing
- A workplace culture that emphasizes internal promotion, mentorship, and career advancement
- Nationally recognized as a great place to work—thanks to our outstanding teams and commitment to quality
All applicants must be legally authorized to work in the United States. Galloway does
not sponsor H1-B or other work visa petitions. Pre-employment and ongoing drug screening is required.
Galloway & Company Inc. is proud to be an Equal Opportunity Employer. We welcome applicants from all backgrounds, including protected veterans and individuals with disabilities.
