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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Technician II - **Company:** American Laser, Inc. - **Location:** Salisbury, MA, United States - **Experience:** Experienced - **Salary:** $70,000.0 - $85,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Access, Microsoft Windows, Active Directory, Backup Devices, Microsoft Online Services, Business Software, Microsoft Outlook, Dynamic Host Configuration Protocol, Linux, Domainkeys Identified Mail, Domain-Based Message Authentication Reporting and Conformance (DMARC), Domain Name System (DNS), Multi-Factor Authentication, Email Filtering, Virtual Private Networks (VPN), Network Troubleshooting, Local Security Policy, Windows Servers, Networking Basics, QuickBooks (Software), Remote Access Technology, Remote Desktop Services, Sage Accounting, Remote Service Software, Server Administration, Microsoft SharePoint, Software Deployment, TCP/IP, Wireless Access Point, Wi-Fi Technology, Scripting, Sonicwall, Firewalls (Computer Science), Backend, Sender Policy Framework (SPF), Information Technology, Cloudflare, Fortinet, CIS Benchmarks, Firewall Services Module, Terminal Servers - **Published:** July 4, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=b4ce40a6ffca6baf ## About the Role This is not an entry-level helpdesk role. The right candidate should have strong Level 2 technical ability, managed services experience, and the flexibility to assist onsite when required. 3 to 5 years of helpdesk, MSP, managed IT services, field support, systems administration, or business IT support experience. Strong Windows 10 and Windows 11 troubleshooting experience. Working knowledge of Windows Server, Active Directory, DNS, DHCP, Group Policy, file shares, mapped drives, permissions, and basic server administration. Experience supporting Microsoft 365, Exchange Online, Outlook, Teams, OneDrive, SharePoint, Entra ID, MFA, conditional access, shared mailboxes, distribution groups, mailbox permissions, and tenant administration. Experience with an RMM platform. NinjaOne experience is strongly preferred. Experience with endpoint protection, email security, backup monitoring, backup troubleshooting, and remote support tools. Strong understanding of TCP/IP, VPN, Wi-Fi, firewalls, DNS, DHCP, and basic networking concepts. Ability to troubleshoot DNS, email delivery, spam filtering, Microsoft 365 mail flow, domain records, printers, scanners, and common business applications. Ability and willingness to perform onsite client work when needed. Strong written and verbal communication skills with clear real-time documentation habits. Ability to work independently, follow process, manage priorities, and escalate appropriately. Additional Qualifications: The following experience is not required for every candidate, but it would make someone a strong fit for this position. MSP or IT services provider experience. NinjaOne RMM administration, including patching, alerting, scripting, software deployment, agent deployment, device onboarding, and remote support. Sophos Central, Sophos Endpoint Protection, Sophos Email Protection, Microsoft Defender, or similar security platforms. Axcient, Barracuda, Microsoft 365 backup, or similar backup platforms. Microsoft 365 security experience, including MFA, conditional access, compromised account response, mail flow security, and security recommendations. Remote Desktop Services or terminal server support. SonicWall, Fortinet, Sophos VPN troubleshooting, firewall rules, port forwarding, and basic network security. Cloudflare, DNS management, SPF, DKIM, DMARC, MX, TXT, and CNAME records. Ubiquiti, wireless access points, switches, and general network troubleshooting. Ninja Quick Connect, IT Glue, AutoElevate, or similar MSP tools. macOS business support. Basic Linux familiarity is a plus. QuickBooks, Sage, Microsoft Access, or other business application troubleshooting is a plus. CompTIA A+, Network+, Security+, Microsoft, Sophos, or equivalent real-world experience. ## Description This is a Level 2 managed services role split between help desk work and backend MSP platform support. The right person should be able to handle escalated support tickets while also helping maintain the tools, systems, alerts, documentation, backups, Microsoft 365 environments, security platforms, and onboarding work that keep client environments reliable and standardized. This role is also intended to grow into a field/service technician position. With strong performance, the career path can move quickly into onsite deployments, client onboarding, field work involving servers, networks, and security, and becoming a go-to technician for clients in person. * Not an entry-level position: requires self-management and decision-making skills. * Fast-tracked career path into onsite work with strong performance leading to: * Running onsite deployments and onboarding. * Handling fieldwork involving servers, networks, and security. * Becoming a go-to technician for clients in person. Daily Responsibilities: Daily responsibilities include a mix of help desk work, backend managed services work, escalated Level 2 support, documentation, client onboarding, and onsite technical support when needed. Review RMM alerts, device health, agent status, monitoring policies, patching status, failed checks, and platform exceptions. Support NinjaOne or similar RMM administration, including policies, software deployment, scripting, automation, device onboarding, alert tuning, and remote access. Administer Microsoft 365 environments, including users, licensing, Exchange Online, Teams, SharePoint, OneDrive, Entra ID, MFA, conditional access, security settings, shared mailboxes, distribution groups, and mailbox permissions. Review and respond to endpoint protection, email security, backup, and Microsoft 365 security alerts. Monitor backup platforms, investigate failed backups, confirm backup health, verify cloud and local backup status, and escalate unresolved issues. Support client onboarding by deploying and verifying RMM agents, endpoint security, backup tools, remote access tools, monitoring policies, patching standards, documentation, and security baselines. Maintain client documentation for devices, passwords, vendors, licensing, Microsoft 365 tenants, firewalls, backups, networks, remote access, and client standards. Troubleshoot DNS and email delivery issues, including MX, SPF, DKIM, DMARC, TXT, CNAME, autodiscover, spam filtering, and mail flow. Assist with escalated Level 2 tickets involving Microsoft 365, Windows, networking, firewalls, VPNs, printers, applications, backups, RDS, endpoint security, and common business applications. Provide onsite support when needed for workstation deployments, computer migrations, client onboarding visits, server checks, RDS issues, firewall/VPN troubleshooting, network issues, and project work. 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