IT Support Technician II

BENEFITS: Medical, Dental, and Vision insurance, 401K, sick leave, employee assistance program, PTO, paid holidays, and legal insurance.

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As IT Support Technician II, you will be the first point of contact for end users seeking IT assistance across the organization. This role requires an enthusiastic, technically proficient, and customer-focused individual. You will provide 1st and 2nd-tier support to both in-office and remote employees, handling various IT-related issues. Key duties include installing and troubleshooting applications, setting up new workstations, reimaging, deploying new production software, and managing help desk tickets. This fast-paced role requires strong problem-solving and communication skills to work with technical and non-technical team members.

ROLE & RESPONSIBILITIES
Troubleshoot and resolve computer hardware, software, and networking issues.
Provide tier 1-2 support for inbound Help Desk requests.
Windows Active Directory administration tasks.
Office365 administration - all 365 suites of applications, including, but not limited to, Exchange, Teams, SharePoint, Power Automate, Planner, Forms, Power Apps, One Drive, and others.
Strong working knowledge of DNS, DHCP, and other essential IP network services.
Network cabling and patch panel/rack setup.
Managing antivirus, firewall, and other security solutions.
Phone System administration and troubleshooting, including, but not limited to, physical phones, softphones, and administrative systems.
Set up a printer, install drives, and troubleshoot requests in this area.
Configure and support VPN protocols.
Help users with video conference applications like Zoom, Google Meets, Microsoft Teams, and others.
Respond to a ticket system environment. Ask questions to determine the nature of a problem. Be able to assess and prioritize support requests and escalate issues to the rest of the team.
Participate in building the knowledgebase to include, but not limited to, operational documentation and solutions.
Travel required based on need.

Experience:
Bachelor s degree, additional education, or tech certifications a plus.
5+ years of help desk, tech support, or related end-user IT support experience.
Experience with Active Directory, Group Policy, Domain Controllers, Server Management, Entra, and O365 administration tools required.
Experience troubleshooting PC desktops, laptops, software, networks, servers, hardware, printers, and peripherals.
Experience troubleshooting TCP/IP network environments, including knowledge of networking protocols and network device installation, management, and troubleshooting.
Experience with VPN configuration and troubleshooting.
Experience with printers, conference rooms, phones, and other hardware.
Experience with MDM / RMM Solutions (e.g., Intune or similar).
Experience with Coding/Scripting a plus.
Experience with Bluebeam and CAD environment is a plus.
Familiarity with Okta, a plus.
Excellent communication skills and ability to work with various teams across the organization.
Detail-oriented person with a strong focus on accuracy and the ability to identify and resolve issues proactively.

WHY AVERRO?

Averro is a Veteran-Owned organization dedicated to delivering innovative talent solutions, business consulting, and technology services that propel businesses and careers forward. We live by our ethos: Be Curious | Build Trust | Empower Each Other. These values show in our commitment to client satisfaction, timely support, and unmatched consultant care. Our Aim Your Ascent.

Averro is an equal opportunity employer, and we are committed to diversity, equity, and inclusion in the workplace. All qualified applicants will receive consideration for employment, regardless of criminal histories, consistent with legal obligations. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, or any other basis as protected by federal, state, or local law.