IT Support Technician ll

$75,000 - $79,000/Yr

Confidential Employer - Philadelphia, PA

Full-time - Mid Level

Philadelphia, PA

About the position

The IT Support Technician II is responsible for providing efficient technical support to end-users, troubleshooting hardware and software issues, maintaining IT infrastructure, and assisting in IT project implementations. This role requires a strong technical background, excellent problem-solving skills, and the ability to work both independently and collaboratively. The technician serves as the primary contact for technical assistance, manages user accounts, and supports network infrastructure and information security efforts.

Responsibilities

• Diagnose and resolve complex technical issues through research, analysis, and troubleshooting techniques.
• Troubleshoots miscellaneous software and hardware issues.
• Provide level II and III support for IT-related issues, including hardware, software, network, and peripheral devices.
• Document and track support requests using the IT ticketing system, ensuring timely resolution and communication with end-users.
• Install, configure, and maintain computer systems, software, and peripherals.
• Deploys and installs software and software updates.
• Participate in IT projects, including hardware and software upgrades, migrations, and new technology implementations.
• Maintain knowledge of current IT trends, technologies, and best practices.
• Respond to end-user helpdesk queries, and must be available outside of normal working hours when scheduled, with the possibility including weekends.
• Builds new Windows images for workstation deployments.
• Create and manage Active Directory / Azure Active Directory accounts and groups, Microsoft Exchange email inboxes, Duo two-factor authentication profiles, Adobe accounts, and PreVeil encrypted email and storage accounts.
• Oversee two-factor authentication (2FA) enrollment and mobile device management (MDM) enrollment.
• Manage user permissions in local and cloud environments.
• Coordinate new-employee technology onboarding training.
• Secure devices for sensitive data use according to standards, requirements, and regulations.
• Prepare, deploy, and inventory laptop and desktop workstations, mobile phones, and kiosk tablets.
• Provide training and support to end-users on various software applications and IT tools.
• Assist with the deployment and maintenance of IT infrastructure, including servers, networks, and storage systems.
• Assist in the development and implementation of IT policies and procedures.
• Assist with general management of network infrastructure hardware.
• Configure and organize Active Directory Organizational Units (OUs) and Group Policy Objects (GPOs).
• Administrate Microsoft SharePoint Online site.
• Contribute to development of cloud applications and systems.
• Write documentation for systems and processes and publish user guides.

Requirements

• Associate's degree in information technology, Computer Science, or a related field or Bachelor of Science (or equivalent certification).
• Minimum of 3-4 years of experience in Information Technology, Computer Science, or another relevant field.
• Strong knowledge of Windows and Mac operating systems, Microsoft Office Suite, and common software applications.
• Experience with networking concepts, including TCP/IP, DNS, DHCP, and VPN.
• Familiarity with Active Directory, Exchange, and other Microsoft server technologies.
• Ability to troubleshoot hardware issues, including desktops, laptops, printers, and mobile devices.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Competence in troubleshooting, diagnosing, and resolving basic technical issues.
• Understanding of Windows computer systems.
• Experience as a helpdesk technician or other customer support role.
• Experience with Microsoft 365 office applications and services.
• Working knowledge of Active Directory and Group Policy.
• Basic familiarity with networking technologies.
• Awareness of basic cyber security principles, i.e., password safety and two-factor authentication.
• Experience imaging and deploying laptops in a network environment.
• Ability to pass background screening.
• OSHA /10 safety training required provided by Rhoads, having an up-to-date OSHA/10 or greater is a plus.

Nice-to-haves

• Microsoft certification (any).
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.
• Working knowledge of Microsoft SharePoint Online, Microsoft Teams, and Microsoft OneDrive.
• Understanding of iOS mobile devices.
• Experience with various wireless computer networking technologies.
• Understanding of basic programming fundamentals.
• Beyond-baseline cyber security understanding.
• Familiarity with MDM technologies.

Benefits

• Competitive salary range of $75,000 - $79,000 per year.