{"id":3884931,"url":"https://alion.io/job/lightspeed-dms-it-support-technician-tier-ii","title":"IT Support Technician - Tier II","company":{"id":678714,"name":"Lightspeed DMS","domain":"lightspeeddms.com","url":"https://alion.io/company/lightspeeddms","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":91,"open_postings":16,"ghost_share":0.063,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":64,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["South Jordan, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Linux","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"OneDrive","optional":false},{"name":"SharePoint","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false},{"name":"ITIL","optional":true},{"name":"Jira","optional":true},{"name":"PowerShell","optional":true},{"name":"Service Desk","optional":true},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-11-06T17:39:07Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-11T08:23:23Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":4},"description":"Company Overview:\nLightspeed is the leading provider of cloud-based software for dealerships, serving the Powersport, Marine, RV, Trailer, and Golf Car industries adding hundreds of dealerships to the Lightspeed community each year.\nLightspeed’s Dealer Management Solution (DMS) enables dealerships to optimize their end-to-end business operations, including Sales, Parts, Service, Rentals, Payments, Accounting, and Customer Relationship Management (CRM). When implemented into their daily operations, Lightspeed helps dealers increase their profitability by selling more units, service, and parts, all while creating a more streamlined experience for customers.\nLightspeed is the most complete and integrated DMS in the industry with over 500 integrations with Original Equipment Manufacturers (OEMs), aftermarket parts and accessory distributors and dozens of other software tools that a dealership may use to run their business. Uniquely designed by dealers for dealers, and refined over the past 4 decades, Lightspeed empowers over 4,500+ dealers across North America with the tools and technology they need to manage their dealerships.\nPosition Summary:\nWhat you'll do:\nAs an IT Support Technician - Tier II, you will serve as an escalation point for complex technical issues that go beyond initial Tier I troubleshooting. You will provide advanced support for hardware, software, network, and infrastructure issues, while also mentoring Tier I technicians and contributing to the overall maturity of the IT support function. This role is well suited to an experienced technician ready to deepen their technical expertise and take on greater ownership of systems and processes.\nAdvanced End-User Support\nServe as the escalation point for Tier I technicians on complex or unresolved hardware, software, and connectivity issues.\nDiagnose and resolve Tier 2 technical issues, including recurring problems that require root-cause analysis.\nHandle escalated or sensitive support requests with professionalism, ensuring minimal disruption to business operations.\nMicrosoft 365 Administration\nAdminister Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive at an intermediate/administrative level.\nConfigure and troubleshoot mailbox permissions, distribution lists, shared mailboxes, and mail flow rules.\nSupport conditional access policies, multi-factor authentication (MFA), and license assignment/management.\nDevice, Endpoint & Network Support\nTroubleshoot advanced Windows/Linux/Mac desktop, laptop, and server issues, including performance and configuration problems.\nManage endpoint deployment, imaging, and configuration using MDM/endpoint management tools (e.g., Intune).\nDiagnose and resolve network connectivity issues including VPN, Wi-Fi, DNS, and DHCP problems, escalating to Network/Systems Administrators when needed.\nSupport printer, AV, and conference room technology, including root-cause troubleshooting for recurring hardware issues.\nIdentity & Account Management\nAdminister user accounts, groups, and permissions in Entra ID (Azure AD) and Active Directory, including more complex access scenarios.\nSupport identity-related projects such as group policy updates, conditional access changes, and access reviews.\nAudit account and permission changes for accuracy and compliance with security policies.\nTicket Management & Escalation\nManage a queue of escalated tickets, ensuring timely resolution and clear documentation.\nReview and guide Tier I ticket handling, providing feedback and coaching as needed.\nEscalate complex infrastructure or systems issues to Systems Administrators or IT Management with clear context and troubleshooting history.\nDocumentation & Knowledge Base\nCreate, review, and maintain advanced support documentation and knowledge base articles.\nStandardize troubleshooting procedures and best practices across the IT support team.\nIdentify documentation gaps and partner with Tier I staff to keep resources current.\nMentorship & Team Support\nMentor and train Tier I Support Technicians, helping to build their technical and customer service skills.\nAct as a technical resource and point of escalation for the Tier I team.\nContribute to onboarding and training materials for new IT support staff.\nProjects & Continuous Improvement\nParticipate in IT projects such as system migrations, software rollouts, and infrastructure upgrades.\nIdentify opportunities to automate or streamline recurring support tasks.\nAssist with equipment lifecycle management, including onboarding/offboarding, inventory, and hardware deployment at scale.\nLearning & Development\nStay current with company systems, tools, security practices, and emerging technologies.\nPursue relevant certifications and training to grow technical expertise.\nProvide guidance and mentorship to junior IT staff as part of ongoing professional development.\nWhat you should have:\nQualifications:\n3-5 years of experience in help desk, technical support, or IT support role, including experience handling escalated issues.\nSolid understanding of Windows operating systems, Windows Server fundamentals, and common business applications.\nIntermediate to advanced experience with Microsoft 365 administration (Exchange Online, Teams, SharePoint, OneDrive).\nWorking knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi troubleshooting).\nExperience administering Entra ID (Azure AD) and/or Active Directory, including user, group, and access management.\nStrong customer service skills with the ability to communicate technical concepts clearly to non-technical users.\nDemonstrated ability to mentor or guide junior team members.\nExcellent organizational skills with the ability to manage multiple escalations and priorities simultaneously.\nStrong problem-solving skills with a focus on root-cause analysis rather than temporary fixes.\nPreferred Qualifications:\nCompTIA Network+ or Security+ certification.\nMicrosoft 365 Certified: Modern Desktop Administrator Associate (or equivalent).\nITIL Foundation certification.\nExperience with endpoint management/MDM tools (e.g., Microsoft Intune).\nBasic scripting experience (e.g., PowerShell) for automating routine tasks.\nExperience with ticketing systems (ServiceNow, Jira Service Desk, Zendesk, etc.) in an escalation or lead capacity.\nFamiliarity with basic server administration and virtualization concepts.\nAssociate's or Bachelor's degree in Information Technology or related field.\nInclusion and Diversity at Lightspeed:\nAt Lightspeed, we celebrate the uniqueness of every individual and encourage diverse perspectives. We believe that inclusion drives innovation and fosters meaningful connections. We are committed to building an environment where everyone feels valued and empowered to make an impact.\nEqual Employment Opportunity Statement:\nLightspeed is an Equal Opportunity Employer and is dedicated to building a diverse and inclusive workforce. All qualified applicants will be considered for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, religion, age, disability, veteran status, or any other protected category.\nImportant Note:\nApplicants must be authorized to work in the U.S.\nReady to apply?\nTake the next step in your career-apply today and join a team where your skills will make an impact!","description_format":"text","description_chars":7395,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["CRM Software","ERP & Business Management Software"],"lifecycle":[{"event":"open","at":"2026-11-06T19:18:07Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":2,"green_card_filings_12m":0,"median_offered_wage_usd":132500,"route":null,"cap_exempt":false,"checked_at":"2026-11-11T07:38:50+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":95,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.946,"p_room":1,"age_days":4,"expected_fill_days":64,"reasons":["conf:1","urgency","win:early"],"computed_at":"2026-11-11T05:49:22Z"},"pay":null,"html_url":"https://alion.io/job/lightspeed-dms-it-support-technician-tier-ii","json_url":"https://alion.io/job/lightspeed-dms-it-support-technician-tier-ii.json","meta":{"generated_at":"2026-11-11T11:09:33Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":19318,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":678714},"rest":"https://alion.io/mcp/rest/get_company?id=678714"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Flightspeed-dms-it-support-technician-tier-ii"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Flightspeed-dms-it-support-technician-tier-ii"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Flightspeed-dms-it-support-technician-tier-ii"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/lightspeed-dms-it-support-technician-tier-ii\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Flightspeed-dms-it-support-technician-tier-ii"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3884931}},{"tool":"search_jobs","arguments":{"company":"lightspeeddms.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3884931},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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