IT Support L2

Job DetailsJob Location: Administrative Offices - Amherst, NY 14226Position Type: Full TimeEducation Level: 2 Year DegreeSalary Range: $65,000.00 - $75,000.00 Salary/yearTravel Percentage: NoneJob Shift: Full Time (5 day workweek)Job Category: Information TechnologyAbout the Role In this role, you'll serve as an escalation point for Tier 1 support, resolving complex issues across Windows endpoints, Microsoft 365, networking, and Active Directory/Entra ID environments. You'll combine hands-on troubleshooting with light systems administration, and you'll help mentor junior technicians and improve our documentation and processes along the way. Key Responsibilities Serve as an escalation point for Tier 1, resolving complex hardware, software, and account issues Diagnosing and resolve issues across Windows 11 endpoints, Microsoft 365 services, and networking Administer user accounts, groups, and access controls in Active Directory and Entra ID Deploy and maintain endpoint policies, patches, and security tools via RMM/MDM platforms Perform routine maintenance and troubleshooting on Windows Server and VMware infrastructure Identify root causes of recurring issues and implement lasting fixes Write and maintain clear knowledge base articles for Tier 1 and end users Prioritize and manage escalated tickets according to business impact and SLA commitments   QualificationsPreferred Qualifications 2+ years in a Level 1/2 IT support role Relevant certifications, e.g., CompTIA A+/Network+/Security+, Microsoft 365 Certified, or similar a Plus Dealer Management (CDK, Tekion) Experience a Plus   What You'll Need Windows & Hardware Strong knowledge of Windows 11 configuration and the registry (macOS a plus) Diagnoses boot, profile, driver, BitLocker, printing, application, Outlook, performance, and hardware issues using Event Viewer, Reliability Monitor, Task Manager, Device Manager, Services, and command-line tools Microsoft 365 Troubleshoots Outlook profiles, Autodiscover, Exchange Online mailbox access, shared mailboxes, and distribution groups Supports Teams, OneDrive sync, SharePoint access, and Office activation/licensing Active Directory / Entra ID Creates and manages users, groups, OUs, and group membership; resolves password and account issues Manage Group Policy, user permissions, and enterprise access controls Troubleshoots hybrid identity, MFA, SSO, Conditional Access outcomes, and Entra sign-in logs MDM / RMM & Deployment Deploys and troubleshoots policies, applications, updates, antivirus/EDR, and disk encryption using the organization's RMM/MDM tools Manages remote support, device inventory, and compliance reporting Networking Troubleshoots TCP/IP, DNS, DHCP, Wi-Fi, VLANs, VPNs, routing basics, network-printer connectivity, and remote-site issues Experience with ipconfig, ping, nslookup, tracert, Test-NetConnection, and packet/log evidence rather than guesswork File Access Distinguish SMB share permissions from NTFS permissions Identifies group-based access, inheritance breaks, explicit deny entries, and effective-access problems Security Recognizes phishing, malware/EDR alerts, risky sign-ins, MFA failures, local admin exposure, weak permissions, and certificate/encryption issues Escalates potential incidents promptly while preserving evidence Servers & Virtualization Performs routine checks and troubleshooting for Windows Server services, shares, DNS/DHCP, scheduled tasks, and backups Handles basic VMware VM management, disk capacity monitoring, and service failures PowerShell Reads and safely modifies basic scripts; collects logs; queries AD/Entra/Exchange information Automates repeatable admin tasks and understands script output and errors Soft Skills & Process Performs root cause analysis rather than applying temporary fixes Writes clear, step-by-step technical documentation for Tier 1 and end users Strong listening skills Manages ticket lifecycle by prioritizing escalated tickets based on business impact and SLA deadlines