IT TECHNICIAN II - User Support

• Advanced Technical Support: Diagnose and resolve complex issues across desktops, laptops, peripherals, software, hardware, and network systems, ensuring minimal disruption and operational efficiency.
• Microsoft 365 Administration: Manage user accounts, groups, licenses, mailbox configurations, and basic settings under supervision, adhering to security protocols. This includes Exchange Online, Teams, SharePoint, and OneDrive management.
• IT Project Participation: Support and lead IT projects such as desktop optimization, system upgrades, Microsoft 365 integration, and migrations, enhancing system functionality and user experience.
• Security and Compliance: Implement and monitor Microsoft 365 security measures, including compliance policies, data loss prevention, and threat protection strategies.
• User Support and Training: Provide expert assistance and training to users on desktop applications and Microsoft 365 usage, focusing on improving productivity and collaboration.
• Documentation and Process Improvement: Collaborate with the IT team to document procedures, system configurations, and best practices. Recommend and implement corrective solutions for hardware and software issues.
• System and Network Configuration: At entry-level capabilities, configure and install servers, switches, firewalls, access points, and VoIP technologies.
• Service Request Management: Triage issues and service requests via various communication channels. Record, track, and document the problem-solving process, ensuring clear communication and follow-ups with end-users.
• Strategic Planning Support: Assist in developing long-term IT strategies, capacity planning, and business continuity procedures.

• Technical Proficiency: Deep understanding of desktop hardware, software troubleshooting, and network fundamentals.
• Microsoft 365 Expertise: Familiarity with Microsoft 365 administration, including user management and collaboration tools.
• Security Awareness: Knowledge of security protocols, data protection, and compliance regulations like HIPAA.
• Problem-Solving Skills: Strong analytical abilities to diagnose and resolve complex IT issues.
• Communication: Excellent verbal and written communication skills for user support and documentation.

MINIMUM QUALIFICATIONS (Education & Experience)

• Education: Associate degree in Computer Science, Information Technology, or related field. Equivalent professional experience will also be considered.
• Experience: At least 2 years of experience in IT support, including direct exposure to troubleshooting, Microsoft 365 administration, and basic network management.

PREFERRED QUALIFICATIONS (Education & Experience)

• Education: Bachelor’s degree in Computer Science, Information Systems, or related field.
• Certifications: CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate, or similar IT certifications.
• Experience: More than 2 years in a technical support role with demonstrated expertise in Microsoft 365, project management, and advanced troubleshooting.