IT Support Technician II (Infrastructure)

POSITION SUMMARY The IT Support Technician II is responsible for delivering efficient and effective technical support to end-users within the organization. This role involves troubleshooting and resolving hardware and software issues, maintaining IT infrastructure, and assisting in the implementation of IT projects. The ideal candidate will have a strong technical background, excellent problem-solving skills, and the ability to work independently and as part of a team. Supports IT department staff to provide helpdesk support to employees, respond to queries, and diagnose and resolve end-user incidents. Serves as the primary point of contact for end users seeking technical assistance in person or via email and phone. Configures and deploys end-user computers, peripherals, and handheld devices. Creates and manages user accounts in Active Directory and Microsoft 365. Administrates Microsoft 365 cloud environment. Assists with network infrastructure management and information security implementation. DUTIES AND RESPONSIBILITIES Primary: 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. ```{html} ``` - 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 - As part of Onboarding new employees creates and manages: - Active Directory / Azure Active Directory accounts and groups - Microsoft Exchange email inboxes - Duo two-factor authentication profiles - Adobe accounts - PreVeil encrypted email and storage accounts - Oversees two-factor authentication (2FA) enrollment and mobile device management (MDM) enrollment - Manages user permissions in local and cloud environments - Coordinates new-employee technology onboarding training - Secures devices for sensitive data use according to standards, requirements, and regulations Secondary: Prepares, deploys, and inventories 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. Assists with general management of network infrastructure hardware Configures and organizes Active Directory Organizational Units (OUs) and Group Policy Objects (GPOs) Administrates Microsoft SharePoint Online site Contributes to development of cloud applications and systems Writes documentation for systems and processes and publishes user guides EDUCATION: Required: Associate's degree in information technology, Computer Science, or a related field or Bachelor of Science (or equivalent certification). Required: Minimum of 3-4 years of experience in Information Technology, Computer Science, or another relevant field. Preferred: Microsoft certification (any). Relevant certifications such as CompTIA A, Network, or Microsoft Certified Professional (MCP) are a plus. QU LIFICATIONS: Required: US Citizenship 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. Preferred: 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 PHYSICAL DEMANDS: The performance of this position involves exposure to construction or industrial areas where the use of personal protective equipment such as safety glasses, hard hats and hearing protection is required. Some physical activity is required, such as lifting and moving IT equipment. May require occasional travel to other office locations. Must be able to work in a variety of physical positions, including sitting, standing, walking, and driving Rhoads Industries, Inc. is an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, and disability.