Key Responsibilities

Provide Tier 2 onsite support for end users, including troubleshooting hardware, software, access, and connectivity issues 
Respond to, track, and resolve incidents and service requests through the organization’s ticketing system

Support and administer user accounts, permissions, group memberships, and related tasks in Active Directory

Manage and support endpoints using RMM (Ninja a plus)

Support Microsoft 365 services, including Outlook, Teams, OneDrive, and user administration

Assist with endpoint security administration and support related to EDR platforms

Troubleshoot and resolve basic networking issues, including DNS, DHCP, TCP/IP, VPN connectivity, wireless access, and switching-related problems

Provide support for Windows servers and virtualized infrastructure, including Hyper-V and VMware environments

Perform workstation setup, imaging, software deployment, patching, and lifecycle support

Escalate issues when appropriate while maintaining ownership through resolution

Document technical issues, troubleshooting steps, solutions, and operational procedures clearly and accurately

Support onboarding, offboarding, office IT needs, and onsite operational support activities

Collaborate with internal IT staff, vendors, and service providers on support issues and projects

Travel to company locations as needed to provide onsite technical support, project assistance, and operational coverage

Other duties as assigned

Qualifications

2+ years of hands-on IT support experience in a Tier 2 or similar technical support role

Strong experience with Active Directory administration and user support

Experience using a remote monitoring and management platform (NinjaOne experience a plus)

Experience working with ticketing systems (Freshservice experience a plus)

Experience supporting Microsoft 365 / Office 365 environments

Experience working with EDR or endpoint security tools

Familiarity with basic networking concepts, including IP addressing, DNS, DHCP, switching, wireless, and VPN troubleshooting

Familiarity with server administration and virtualization platforms, including Hyper-V and VMware

CompTIA Network+ or similar networking certification preferred

Experience supporting office expansions, acquisitions, infrastructure transitions, or user migrations preferred

Skills & Competencies

Strong troubleshooting, communication, customer service, and documentation skills

Ability to work fully onsite in a hands-on support role

Willingness and ability to travel up to 50% as needed

Ability to prioritize and manage multiple issues in a fast-paced environment

Process orientation with the ability to identify and make recommendations to standardize processes and champion continuous IT process improvement

Ability to work collaboratively and cross functionally to deliver IT support and project outcomes

Vortex Companies, LLC and all of its subsidiaries, considers applicants for all positions without regard to race, color, creed, religion, sex, age, national origin, marital status, status with regard to public assistance, or sexual orientation. All applicants will be considered solely on the basis of their qualifications.

We are a fair chance employer.