Tech Support Level II

Maintain and manage various desktop applications across the organization.

Support and administer Microsoft technologies, including AD, Azure AD, Exchange, and Office 365.

Provide support for users in a Citrix-based virtual desktop environment, including roaming profiles.

Troubleshoot and resolve complex technical issues, focusing on root cause analysis and long-term stability improvements.

Perform imaging and deployment of desktop and laptop systems.

Support Zoom Phone system and related communication tools.

Mentor and assist junior team members with technical issues and support processes.

Monitor ticket queues and ensure proper prioritization and assignment of incidents.

Assist with company migrations, including acquisitions and system integrations.

Provide high-quality customer service to internal and external stakeholders.

Collaborate with management to develop short- and long-term hardware and software strategies.

4-10 years of experience in IT support or infrastructure environments.

Experience supporting enterprise desktop environments, including both Windows and Mac OS.

Hands-on experience supporting Active Directory and/or Azure AD environments.

Experience working in Citrix or other virtual desktop infrastructure environments preferred.

Background supporting Microsoft Exchange and Office 365 in an enterprise setting.

Experience supporting enterprise hardware including desktops, laptops, and peripheral devices.

Prior involvement in system migrations, acquisitions, or large-scale IT rollouts is a plus.

Skills:

Strong proficiency in Windows 10 and Mac OS support and troubleshooting.

Experience with Active Directory and Azure AD user management and administration.

Knowledge of Microsoft Exchange and Office 365 administration and support.

Experience configuring and troubleshooting printers (network and local, including MFPs and label printers).

Familiarity with enterprise antivirus platforms and endpoint security tools.

Experience supporting Citrix environments, including server-based desktops and roaming profiles, is preferred.

Knowledge of Zoom Phone system support is a plus.

Experience with thin clients, laptops, and barcode scanners is beneficial.

Exposure to Zebra label printers and troubleshooting is a plus.

Relevant certifications such as MCP, MCSE, CCNA, A+, or Network+ are preferred.

Strong troubleshooting, root cause analysis, and documentation skills.

Excellent communication, customer service, and teamwork abilities.