IT Help Desk Technician - Level 2

Integrated Technologies, Inc. is a Managed Service Provider based in High Point, NC. We are a dedicated team of technology experts providing outsourced IT services for a variety of clients and industries. Our typical client size ranges from 10 to 200+ users located throughout the Carolinas, typically in the Piedmont-Triad area. We are experiencing tremendous growth and are currently seeking an experienced Level II Service Desk Support Technician to join our team.

The Support Tech is a client-facing role that is responsible for working directly with our SMB clients to manage and support their network infrastructure remotely and onsite. This individual must be fluent in all Microsoft applications and Windows operating systems. The position requires working knowledge of servers, computer workstations, printers, wireless networks, network security, configuration of routers, firewalls, vendor specific hardware, LOB software and cloud services.

Key Responsibilities:

• Troubleshoot and resolve issues, conducting research as required.
• Respond to scheduled tickets in a timely manner while complying with client SLAs.
• Communicate with client directly via telephone and email to diagnose problems and determine the source of the problem.
• Provide remote or onsite computer support utilizing provided tools to analyze and resolve hardware and software problems.
• Documenting accurate information of all work performed for resolution.
• Provide professional recommendations for upgrades.
• Document processes and procedures as required to assist customers and team members, including knowledgebase articles, asset management, and procedures.

This is a full-time position in-office with typical work hours from 8:00 am – 5:00pm, Monday through Friday with an hour lunch.

The Support Tech we are looking for must have a well-rounded technical skill set and will be called upon for a multitude of solutions. The ideal candidate will be capable of adapting to a wide variety of professional environments and end-user personalities with a positive attitude and pleasant, professional demeanor. If you are an individual that desires more than average, enjoys variety, and wants to continue to learn, this is the opportunity for you.

Requirements

Experience:

• Windows Server 2008 R2 – 2022, Windows 7 – 11
• Microsoft Exchange and Microsoft 365 including setup and migration
• Microsoft AzureAD (Entra)
• Microsoft Intune
• Experience with Linux and Apple products
• Understanding of VLANs and Networking
• Knowledge of VMWare ESXi
• Firewall and VPN configuration
• Maintenance of Active Directory and Group Policy
• Cyber Security, including malware removal and remediation, BEC remediation
• Disaster Recovery solutions including backup and data recovery
• Performing onsite diagnostics and resolving all types of Windows server and desktop issues.
• Minimum of 3 year’s experience working in the industry and 1 year specifically with an MSP
• Must be familiar with PSA, RMM, MDM, EDR, BCDR, NGFW, and IT documentation tools.

Qualifications and Skills:

• Troubleshooting and Researching
• Customer-focused mindset with a commitment to delivering extraordinary service.
• An ability to interact and communicate effectively with people who have widely varied levels of technology knowledge.
• Comfortable interacting with clients in person onsite
• Strong organizational, written, and verbal communication skills.
• Analytical and problem-solving abilities
• Ability to work independently and in a team oriented, collaborative environment.
• Experience supporting multiple clients in a Managed Service Provider (MSP) environment.
• Must pass a background check, drug screen and have a clean driving record with a valid driver’s license.
• Professional IT Certifications are a plus but not required.

Benefits

• Competitive salary: $60,000 - $65,000 (dependent on experience)
• Health, Dental, Life & Vision insurance
• Paid Time Off
• Paid Holidays
• 401K Retirement with company match
• Company vehicle for onsite work
• Personal growth through learning new technologies and achieving new certifications with the potential for advancement and reward.
• The opportunity to work with a tremendously dedicated team.