IT Support Technician II
24 days ago
Seattle
Job DescriptionWho we are The real world is the next frontier, and at Metropolis, we are creating the artificial intelligence to make it responsive. We are pioneering the Recognition Economy — a future where mundane repetition disappears and being known unlocks access, comfort and belonging everywhere you go. From transforming parking into a seamless drive-in, drive-out experience for millions of Members to expanding our intelligence layer across retail and hospitality, we are building a world that feels instinctive and magical. The future isn't coming; it's here, and we need builders, innovators and problem solvers to help us create it. Who you are Metropolis is seeking a seasoned, proactive, and solution-oriented IT Support Technician II to provide advanced IT support and contribute to strategic IT initiatives for our internal teams. This role moves beyond foundational support, requiring deeper technical expertise to diagnose and resolve complex issues, mentor Tier 1 staff, and actively participate in IT projects. You will play a critical part in maintaining robust IT infrastructure and ensuring smooth, efficient business operations as Metropolis continues to scale. This position is ideal for a highly capable problem-solver eager to take on greater responsibility and leadership within a dynamic IT environment. What you'll do • Serve as an escalation point for Tier 1 support, resolving complex technical issues using advanced troubleshooting techniques, • Mentor Tier 1 technicians and support knowledge transfer through best practices and guidance, • Lead and contribute to IT projects including system upgrades, software rollouts, and infrastructure improvements, • Manage IT hardware lifecycle: procurement, inventory, configuration, deployment, and decommissioning, • Administer and troubleshoot Windows OS, Active Directory/Azure AD, Google Workspace, basic server functions, and enterprise applications, • Enforce IT security best practices, support policy implementation, and assist in incident response, • Document complex technical issues, configurations, and processes for the internal knowledge base, • Collaborate with Tier 3 and other IT teams to resolve systemic issues and maintain operational continuity, • Communicate proactively with end-users and stakeholders, ensuring transparency and professionalism, • Continuously build technical skills, support team goals, and provide backup coverage as neededWhat we're looking for, • 3+ years of progressive technical support experience, including 1+ years in a Tier 2 or escalation role, • Expert proficiency in troubleshooting and resolving issues with Windows Operating Systems (current and previous versions, including advanced registry edits, system configurations), • Expert proficiency in troubleshooting and resolving issues with PC and laptop hardware (advanced configuration, component replacement, and deep-level troubleshooting), • Expert proficiency in troubleshooting and resolving issues with Network printers and peripherals (complex installation, configuration, and network-level troubleshooting), • Expert proficiency in troubleshooting and resolving issues with advanced network connectivity concepts (TCP/IP, DNS, DHCP, VPN clients, basic understanding of routing/switching), • Expert proficiency in troubleshooting and resolving issues with Active Directory or Azure AD user and group management, including GPOs, • Strong experience with Google Workspace administration and enterprise mobile device support (iOS/Android, MDM), • Proficient in IT ticketing systems (e.g., Jira, ServiceNow, Zendesk) and accurate data entry (40+ WPM); familiarity with scripting tools like PowerShell to automate routine IT tasks, • Exceptional multitasking, analytical, and problem-solving skills in complex support environments; experience in fast-paced, high-growth tech environments, • Strong communication and interpersonal skills with a customer-focused mindsetWhile not required, these are a plus: Metropolis values in-person collaboration to drive innovation, strengthen culture, and enhance the Member experience. Our corporate team members hold to our office-first model, which requires employees to be on-site at least four days a week, fostering organic interactions that spark creativity and connection Metropolis may utilize an automated employment decision tool (AEDT) to assess or evaluate your candidacy for employment or promotion. AEDTs are used to assist in assessing a candidate's application relative to the required job qualifications and responsibilities listed in the job posting. As part of this process, Metropolis retains data relevant to your candidacy, including personal information, for a period that is reasonably necessary for the use of the tool. If you are hired for the position, your data may become part of your employee records. Metropolis Technologies is an equal opportunity employer. We make all hiring decisions based on merit, qualifications, and business needs, without regard to race, color, religion, sex (including gender identity, sexual orientation, or pregnancy), national origin, disability, veteran status, or any other protected characteristic under federal, state, or local law.