IT Support Technician

Key Responsibilities

• Provide Tier 2 onsite support for end users, including troubleshooting hardware, software, access, and connectivity issues
• Respond to, track, and resolve incidents and service requests through the organization’s ticketing system
• Support and administer user accounts, permissions, group memberships, and related tasks in Active Directory
• Manage and support endpoints using RMM (Ninja a plus)
• Support Microsoft 365 services, including Outlook, Teams, OneDrive, and user administration
• Aid in endpoint security administration and support related to EDR platforms
• Troubleshoot and resolve basic networking issues, including DNS, DHCP, TCP/IP, VPN connectivity, wireless access, and switching-related problems
• Provide support for Windows servers and virtualized infrastructure, including Hyper-V and VMware environments
• Perform workstation setup, imaging, software deployment, patching, and lifecycle support
• Escalate issues when appropriate while maintaining ownership through resolution
• Document technical issues, troubleshooting steps, solutions, and operational procedures clearly and accurately
• Support onboarding, offboarding, office IT needs, and onsite operational support activities
• Collaborate with internal IT staff, vendors, and service providers on support issues and projects
• Travel to company locations as needed to provide onsite technical support, project assistance, and operational coverage

Qualifications

• 2+ years of hands-on IT support experience in a Tier 2 or similar technical support role
• Strong experience with Active Directory administration and user support
• Experience using a remote monitoring and management platform (NinjaOne experience a plus)
• Experience working with ticketing systems (Freshservice experience a plus)
• Experience supporting Microsoft 365 / Office 365 environments
• Experience working with EDR or endpoint security tools
• Familiarity with basic networking concepts, including IP addressing, DNS, DHCP, switching, wireless, and VPN troubleshooting
• Familiarity with server administration and virtualization platforms, including Hyper-V and VMware
• CompTIA Network+ or similar networking certification preferred
• Experience supporting office expansions, acquisitions, infrastructure transitions, or user migrations preferred

Skills & Competencies

• Strong troubleshooting, communication, customer service, and documentation skills
• Ability to work fully onsite in a hands-on support role
• Willingness and ability to travel up to 50% as needed
• Ability to prioritize and manage multiple issues in a fast-paced environment
• Process orientation with the ability to identify and make recommendations to standardize processes and champion continuous IT process improvement
• Ability to work collaboratively and cross functionally to deliver IT support and project outcomes

Benefits

We offer a competitive total compensation package including health, vision, and dental insurance, 401K retirement plan, income protection insurance, off the job accident insurance, PTO and more!