IT Technician II

IT Support Technician II (Part-Time, Onsite)

Job Summary

Health Choice Network is seeking an experienced IT Support Technician II to provide advanced technical support for end users, endpoint devices, Microsoft 365 services, and core IT infrastructure. This role serves as an escalation point for complex technical issues, supports daily IT operations, and assists with maintaining a secure, reliable, and efficient technology environment. The ideal candidate is customer-focused, technically skilled, and committed to delivering exceptional IT support across the organization.

Key Responsibilities

• Provide Tier 2 technical support for desktops, laptops, printers, mobile devices, and peripherals.
• Troubleshoot escalated hardware, software, operating system, network, application, and Microsoft 365 issues.
• Administer user accounts, permissions, groups, and access controls in Active Directory, Entra ID, and Microsoft 365.
• Deploy, configure, maintain, and troubleshoot endpoint devices using Intune, Autopilot, imaging, and endpoint management tools.
• Install, configure, upgrade, and support Windows operating systems and business applications.
• Support Microsoft 365 services including Exchange Online, Teams, OneDrive, SharePoint, and Office applications.
• Assist with server administration tasks including monitoring, patching, backup verification, and basic troubleshooting.
• Troubleshoot connectivity issues involving TCP/IP, DNS, DHCP, VPN, wireless networks, and switching infrastructure.
• Participate in vulnerability remediation, patch management, endpoint security, and compliance support activities.
• Monitor system alerts and respond to infrastructure or endpoint issues using management and monitoring tools.
• Create and maintain technical documentation, knowledge base articles, SOPs, and system diagrams.
• Support onboarding and offboarding, including hardware deployment and access provisioning.
• Perform workstation imaging, software deployment, device lifecycle management, and asset documentation.
• Collaborate with vendors, senior IT staff, and third-party support providers to resolve technical issues.
• Mentor Tier 1 technicians and assist with ticket triage, escalation, and root cause analysis.
• Participate in after-hours support and maintenance activities as required.
• Additional duties may be assigned.

Education and Experience

• Associate or Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• 3-5 years of experience in technical support, desktop engineering, infrastructure support, or systems administration.
• Experience supporting Windows 10/11, Microsoft 365, Active Directory, Entra ID, Group Policy, and endpoint management solutions.
• Experience with ITSM platforms such as ServiceDesk Plus, Freshservice, Jira Service Management, or similar tools.
• Experience troubleshooting network and connectivity issues in enterprise or multi-site environments.
• Healthcare, nonprofit, or managed services experience preferred.

Knowledge, Skills, and Abilities

• Strong troubleshooting and problem-solving skills with the ability to diagnose complex technical issues.
• Knowledge of Microsoft 365 administration, endpoint management, and identity management platforms.
• Understanding of networking concepts including TCP/IP, DNS, DHCP, VPNs, wireless networking, and switching.
• Excellent customer service, communication, and interpersonal skills.
• Ability to prioritize tasks, manage multiple support requests, and meet deadlines.
• Strong documentation and organizational skills.
• Ability to work independently and as part of a collaborative IT team.