IT Support Technician

The IT Support Technician II provides both frontline and advanced technical support to end users, supporting day-to-day IT operations across endpoints, identity systems, and Microsoft 365 applications. This role handles a combination of Tier 1 and Tier 2 incidents and service requests, including workstation and hardware support, onboarding and offboarding tasks, and endpoint troubleshooting. The technician also supports IT security workflows (such as MFA and phishing response), helps maintain patch compliance, and contributes to small projects and operational improvements.

The technician owns support tickets end-to-end, from intake through resolution, including escalation coordinationეტ user follow-up. Support operations are delivered using Atera for PSA/RMM and ticket management.

Salary Range: $65,000too -$75,000 (non-exempt/hourly position).alai

• Provide onsite and remote support for end users across desktops/laptops, mobile devices, and productivity tools.
• Resolve common support issues quickly while performing advanced troubleshooting for more complex incidents.
• Troubleshoot and resolve issues related to Windows endpoint performance, configuration, andعددة and applications.
• Support Microsoft 365 applications including Outlook, Teams, One Drive, One Note, and SharePoint.
• Troubleshoot authentication and access issues, including account and group membership troubleshooting in Active Directory.
• Diagnose connectivity issues (VPN, Wi‑Fi, printersablja, and core network concepts such as DNS and DHCP).ology
• Escalate issues appropriately when resolution requires additional technical ownership, while maintaining follow‑through to closure.
• Deliver clear, professional communication to users throughout the ticket lifecycle.

• Deploy, configure, and support corporate laptops/desktops, peripherals, and standard software packages.
• Support endpoint management using Atera (PSA/RMM), including remote support, software deployment, monitoring, and patching workflows.
• Troubleshoot hardware issues and coordinate warranty repair and vendor service Су when needed.
• Maintain accurate inventory and records for IT assets, including workstation assignment, refresh/replacement tracking, loaners, and secure disposal processes.

• Execute onboarding activities including workstation provisioning, initial setup, standard application deployment, and readiness checks.
• Perform offboarding tasks including equipment retrieval, documentation updates, and coordination of access removal processes per policy.
• Support user access tasks within approved permissions and documented processes.
• Maintain onboarding and offboarding documentation and checklists to ensure consistency and compliance.

• Support IT security operational workflows including MFA enrollment and troubleshooting, phishing report triage, and escalation handling.
• Assist with patch compliance support and endpoint remediation follow‑up to maintain device and application security baselines.
• Follow security and data handling standards and elevate suspicious activity or policy deviations promptly.
• Promote security best practices such as account hygiene, device compliance, and secure handling of sensitive information.

• Work within the ticketing system (Atera PSA) to ensure accurate categorization, prioritization, documentation, and closure notes.
• Maintain timely ticket updates and communicate progress clearly with users and stakeholders.
• Contribute to knowledge base articles, SOPs, and self‑service documentation.
• Identify recurring issues, recommend solutions, and participate in continuous.management efforts to reduce repeat incidents.

• Assist with small projects and IT improvement initiatives such as hardware refresh cycles, application rollouts, and onboarding/offboarding standardization.
• Coordinate with internal teams and vendors to complete assigned tasks and project support activities.

• High school diploma or equivalent required; associate…