IT Support Technician

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 

Benefits - we offer a competitive total compensation package including health, vision, and dental insurance, 401K retirement plan, income protection insurance, off the job accident insurance, PTO and more!

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.