IT Support Technician II

POSITION SUMMARY \n \n 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.

\n \n DUTIES AND RESPONSIBILITIES\n \n Primary:\n\nProvide second-level support for IT-related issues, including hardware, software, network, and peripheral devices.\nDiagnose and resolve complex technical issues through research, analysis, and troubleshooting techniques.\nInstall, configure, and maintain computer systems, software, and peripherals.\nAssist with the deployment and maintenance of IT infrastructure, including servers, networks, and storage systems.\nCollaborate with IT Support Co-Op and Technicians I and other IT staff to resolve user issues and escalate when necessary.\nDocument and track support requests using the IT ticketing system, ensuring timely resolution and communication with end-users.\nAssist in the development and implementation of IT policies and procedures.\nProvide training and support to end-users on various software applications and IT tools.\nParticipate in IT projects, including hardware and software upgrades, migrations, and new technology implementations.\n\n\nMaintain knowledge of current IT trends, technologies, and best practices.

Respond to end-user helpdesk queries, and must be available outside of normal working hours, including weekends\nPrepares, deploys, and inventories laptop and desktop workstations, mobile phones, and kiosk tablets\nDeploys and installs software and software updates\nBuilds new Windows images for workstation deployments\nCreates and manages:\nActive Directory / Azure Active Directory accounts and groups\nMicrosoft Exchange email inboxes\nDuo two-factor authentication profiles\nAdobe accounts\nPreVeil encrypted email and storage accounts\nOversees two-factor authentication (2FA) enrollment and mobile device management (MDM) enrollment\nManages user permissions in local and cloud environments\nTroubleshoots miscellaneous software and hardware issues\nCoordinates new-employee technology onboarding training\nSecures devices for sensitive data use according to standards, requirements, and regulations\nDocuments issues and the resolutions thereof in logs\n\n Secondary:\n\nAssists with general management of network infrastructure hardware\nConfigures and organizes Active Directory Organizational Units (OUs) and Group Policy Objects (GPOs)\nAdministrates Microsoft SharePoint Online site\nContributes to development of cloud applications and systems\nWrites documentation for systems and processes and publishes user guides\n\n EDUCATION: \n\n\nRequired: Associate’s degree in information technology, Computer Science, or a related field or Bachelor of Science (or equivalent certification) and a minimum of 3 + two years of experience in Information Technology, Computer Science, or another relevant field.\n\nPreferred: Microsoft certification (any). Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.\n\n QUALIFICATIONS: Required:\n\nUS Citizenship\nStrong knowledge of Windows and Mac operating systems, Microsoft Office Suite, and common software applications.\nExperience with networking concepts, including TCP/IP, DNS, DHCP, and VPN.\nFamiliarity with Active Directory, Exchange, and other Microsoft server technologies.\nAbility to troubleshoot hardware issues, including desktops, laptops, printers, and mobile devices.\nExcellent communication and interpersonal skills.\nStrong problem-solving abilities and attention to detail.\nAbility to work independently and manage multiple priorities in a fast-paced environment.\nCompetence in troubleshooting, diagnosing, and resolving basic technical issues\nUnderstanding of Windows computer systems\nExperience as a helpdesk technician or other customer support role\nExperience with Microsoft 365 office applications and services\nWorking knowledge of Active Directory and Group Policy\nBasic familiarity with networking technologies\nAwareness of basic cyber security principles, i.e., password safety and two-factor authentication.\nExperience imaging and deploying laptops in a network environment\nAbility to pass background screening\nOSHA /10 safety training required provided by Rhoads, having an up-to-date OSHA/10 or greater is a plus.\n\n Preferred:\n\nWorking knowledge of Microsoft SharePoint Online, Microsoft Teams, and Microsoft OneDrive\nUnderstanding of iOS mobile devices\nExperience with various wireless computer networking technologies\nUnderstanding of basic programming fundamentals\nBeyond-baseline cyber security understanding\nFamiliarity with MDM technologies\n\n PHYSICAL DEMANDS:\n\nThe 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.\nSome physical activity is required, such as lifting and moving IT equipment.\nMay require occasional travel to other office locations.\nMust be able to work in a variety of physical positions, including sitting, standing, walking, and driving\n\n 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.