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IT Support Technician II

Position Summary

The IT Support Technician II provides advanced technical support to end users across the organization and serves as an escalation point for issues that cannot be resolved through first-level support. This position is responsible for troubleshooting hardware, software, network, authentication, virtual desktop, mobile device, and collaboration technology issues while delivering a high level of customer service.

The IT Support Technician II is expected to independently diagnose and resolve moderately complex technical issues, take ownership of incidents through resolution, document solutions, assist with technology deployments and projects, and provide technical guidance to Level I support personnel.

Essential Duties and Responsibilities

Provide Level II technical support for desktops, laptops, thin clients, peripherals, applications, and other end-user technology.
Serve as an escalation point for Level I support technicians and independently troubleshoot complex technical issues.
Diagnose and resolve Windows operating system, application, hardware, connectivity, printing, authentication, and performance issues.
Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and Office applications.
Support virtual desktop and remote-access environments, including Citrix and/or other VDI technologies.
Perform Active Directory account administration, including user accounts, groups, permissions, computer objects, and basic Group Policy troubleshooting.
Troubleshoot network connectivity issues involving wired and wireless networks, VPN, DNS, DHCP, and TCP/IP.
Install, configure, deploy, replace, and maintain desktops, laptops, thin clients, monitors, docking stations, and related peripherals.
Support conference room and collaboration technologies, including video conferencing, displays, cameras, microphones, and Microsoft Teams/Webex systems.
Assist with software packaging, application deployment, operating system upgrades, patching, and endpoint management.
Provide support for new-hire onboarding, employee transfers, equipment replacements, and offboarding activities.
Maintain accurate hardware and software inventory records and assist with IT asset lifecycle management.
Create and maintain technical documentation, knowledge base articles, troubleshooting procedures, and end-user instructions.
Accurately document incidents, requests, troubleshooting steps, and resolutions within the IT service management system.
Monitor assigned incidents and service requests to ensure timely resolution and compliance with established service-level expectations.
Identify recurring technical issues and recommend permanent solutions or process improvements.
Assist with IT infrastructure, endpoint, security, and technology deployment projects as assigned.
Follow established cybersecurity policies and escalate suspected security incidents appropriately.
Mentor and provide technical guidance to Level I support technicians.
Coordinate with infrastructure, networking, cybersecurity, application, and other IT teams when issues require additional escalation.
Participate in scheduled after-hours support, maintenance activities, or on-call coverage when required.

Required Qualifications

5+ years of experience providing desktop, help desk, service desk, or end-user IT support.
Strong knowledge of Windows 10/11 operating systems and enterprise desktop environments.
Experience supporting Microsoft 365 applications and services.
Working knowledge of Active Directory, user/group administration, permissions, and authentication.
Experience troubleshooting computer hardware, software, peripherals, and network connectivity.
Familiarity with IT service management and ticketing platforms such as Jira Service Management, ServiceNow, or similar systems.
Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, wired, and wireless networking.
Ability to independently troubleshoot technical issues using a logical and systematic approach.
Strong written and verbal communication skills.
Strong customer-service skills with the ability to communicate technical concepts to non-technical users.
Ability to prioritize multiple incidents and requests in a fast-paced environment.
Ability to document troubleshooting procedures and technical solutions clearly and accurately.

Preferred Qualifications

Associate's or bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
Experience supporting Citrix Workspace, Citrix Virtual Apps and Desktops, VDI, or thin-client environments.
Experience with endpoint management platforms such as Microsoft Intune, ManageEngine Endpoint Central, SCCM/MECM, or similar technologies.
Experience supporting Cisco Webex, Microsoft Teams Rooms, or other enterprise conferencing technologies.
Experience with Jira Service Management or other ITSM platforms.
Familiarity with PowerShell or other scripting/automation technologies.
CompTIA A+, Network+, Microsoft, Citrix, or similar industry certifications.
Experience working within an ITIL-based service management environment.

Knowledge, Skills, and Abilities

The successful candidate should demonstrate:

Strong troubleshooting and analytical skills.
Ability to work independently with limited supervision.
Ownership and accountability for assigned incidents and requests.
Ability to determine when an issue should be escalated to another technical team.
Strong attention to detail and documentation.
Professional communication and customer-service skills.
Ability to effectively communicate with employees at all levels of the organization.
Willingness to learn new technologies and continuously develop technical skills.
Ability to mentor junior technicians and share technical knowledge with the team.

Level II Expectations

An IT Support Technician II should be capable of resolving the majority of end-user technical issues without requiring escalation. Unlike an entry-level support position, this role is expected to perform deeper technical troubleshooting, identify root causes, handle escalated incidents, participate in IT projects, create technical documentation, and assist in developing the technical capabilities of Level I support staff.

The position requires both strong technical ability and a high level of ownership, professionalism, and customer service.

Work Environment:

This job interacts both in a professional office environment and a manufacturing/machine shop environment. This role uses standard office equipment such as computers, phones, photocopiers, manufacturing machinery, as well as environments inclusive of the appropriate eye, hearing and foot protection (as required).
This is a full-time position. On-call rotation and occasional weekend support are expected.
This position is based in Parsippany and may require occasional travel to our Montville office location.
No regular travel is expected for this position

Physical Requirements:

While performing the duties of this job, the employee is regularly required to see, talk, and hear
The employee is frequently required to reach and lift with hands and arms, and to use hands to finger, handle or feel
The employee is regularly required to sit, stand, walk, bend, turn, etc., and move about the facility
The employee may be required to lift, push, pull and/or move items weighing up to 25 pounds

This position is at our Parsippany, NJ corporate offices location.

Pay Range: $28.25 - $31.62/hr

Many of our contracts require proof that you are a U.S. citizen and/or that an export license has been obtained for employees who are citizens of certain countries. Your employment, both initially and continually thereafter, is conditioned on production of such proof of citizenship and/or any export license that may be required to comply with any and all applicable laws, regulations, or executive orders, or required by Federal, State, or local government contracts.

At Marotta Controls, we are committed to a fair, performance-driven compensation approach that promotes consistency across all levels of our organization. We ensure that pay decisions are free from bias, based on objective criteria, and are regularly reviewed.

Your level and base salary will be determined on a case-by-case basis and may vary based on the following considerations: job-related knowledge and skills, experience, and internal consistency.

Additionally, we offer a highly competitive compensation package for this opportunity, including incentive compensation and a comprehensive suite of premium benefits. These include medical, prescription, dental, vision, life, and disability insurance, a 401(k) plan with company match, tuition assistance, paid vacation, sick and personal days, paid holidays, and flexible scheduling options such as compressed workweeks. We value and reward employee achievements and host multiple engagement events each quarter to foster a strong, supportive workplace culture.

If you are looking to grow or accelerate your career and be part of a best in class organization while enjoying a work-life balance, please visit our website at www.marotta.com to learn more about us and to apply. Check out all of our openings at https://marotta.com/job-openings/

VETERANS ARE ENCOURAGED TO APPLY

No agencies, please.

IT Support Technician II

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