IT Support Technician (Level 1/Level 2)

Overview

We are seeking a Level 1 / Level 2 IT Support Technician to join our Managed Services team. The ideal candidate will deliver exceptional helpdesk and technical support to clients across diverse industries, including Healthcare, Government Contracting, and Construction, ensuring compliance with HIPAA and CMMC standards.

This role provides remote support within standard business hours (Monday–Friday, 9 AM–5 PM EST), with participation in after-hours on-call rotation for critical issues (P1/P2).

Key Responsibilities

• Technical Support
• Provide Level 1 and Level 2 technical support via ticketing system, phone, and remote sessions.
• Troubleshoot and resolve issues related to:
• Microsoft 365 administration (Exchange, Teams, SharePoint, OneDrive)
• Intune device management and endpoint compliance
• Windows and macOS operating systems
• Unifi networking (gateways, switches, access points)
• Basic networking (VLANs, VPNs, IP configuration)
• Support collaboration tools such as Microsoft Teams, Zoom, and Slack as required.
• Manage user onboarding/offboarding, MFA/Conditional Access setup, and device enrollment.
• Escalate complex issues to internal senior technicians or local field techs as necessary.

• Monitoring & Maintenance
• Monitor alerts via Intune, Microsoft Defender, and UniFi dashboards.
• Apply patches and updates through Intune and Windows Update for Business (WUfB).
• Ensure device and network security alignment with CIS benchmarks and compliance frameworks.
• Document incidents, resolutions, and preventive recommendations in internal systems.

• Compliance & Documentation
• Maintain documentation in Hudu and per-client compliance systems (SSPs, CRMs, policy repositories).
• Adhere to HIPAA and CMMC data security protocols and company confidentiality requirements.
• Support data backup and disaster recovery operations using Veeam or Acronis, as applicable.

Growth Path

3 Months: Independently handle L1 queue, follow SOPs, maintain documentation.

6 Months: Handle L2 escalations and contribute to process documentation.

12 Months: Lead improvements in SLA performance and mentor junior technicians.

Work Setup

Schedule: Monday–Friday, 9 AM–5 PM EST

After-hours: On-call rotation for P1/P2 emergencies

Environment: Hybrid MSP setup (outsourced + local escalation)

Tools: Microsoft Intune, Microsoft Defender, UniFi Network Controller, Hudu Documentation, Veeam/Acronis Backup

Required Skills

• Hands-on experience with:
• Microsoft 365 administration and troubleshooting
• Microsoft Intune and Endpoint Manager
• Windows 10/11 and macOS
• Unifi network devices and VPN configurations
• Ticketing systems and remote monitoring tools
• Strong diagnostic and communication skills with ability to explain complex issues in plain language.
• Customer-first attitude and commitment to SLAs and service excellence.
• Reliability, professionalism, and integrity in handling sensitive information.

Preferred Certifications

• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Microsoft 365 Certified: Modern Desktop Administrator

Bonus Points For

• Experience in an MSP (Managed Service Provider) environment.
• Exposure to compliance frameworks such as HIPAA, CMMC Level 2, or FedRAMP Moderate.
• Bilingual proficiency (English/Spanish), particularly valuable for construction industry clients.

Key Performance Indicators (KPIs)

• SLA attainment (first response, resolution time, CSAT)
• Ticket closure and reopen rates
• Device patch and compliance scores
• Security posture (MFA adoption, endpoint protection, risk exposure)
• Contribution to knowledge base and process improvements

Growth Path

• 3 Months: Independently handle L1 queue, follow SOPs, maintain documentation.
• 6 Months: Handle L2 escalations and contribute to process documentation.
• 12 Months: Lead improvements in SLA performance and mentor junior technicians.

Work Setup

• Schedule: Monday–Friday, 9 AM–5 PM EST
• After-hours: On-call rotation for P1/P2 emergencies
• Environment: Hybrid MSP setup (outsourced + local escalation)

Tools: Microsoft Intune, Microsoft Defender, UniFi Network Controller, Hudu Documentation, Veeam/Acronis Backup

• HMO with 1 free dependent upon hire
• Life Insurance
• Night Differential
• 20 PTO credits annually
• VL and SL cash conversion
• Annual Performance-Based Merit Increases and Employee Recognition
• Great Company Culture
• Career Growth and Learning

Disclaimer:

This job posting is for potential client opportunities and is intended for candidate pooling purposes only. By submitting your application, you are expressing interest in future positions with our clients. This does not guarantee immediate employment or an offer for a specific role.