Level II Helpdesk Technician

Job Description

Job Description

Job Description  

Founded in 2003, Adna Technologies offers managed IT services, telecommunications services, connectivity, and consulting for the mid-Michigan area and beyond—basically, we help businesses stay connected in every possible sense. 

 

So, What does a Level 2 Support Technician Do?  

Responsible for remotely managing and maintaining our end client’s networks, proactive management of environments, planning updates, etc. The position will also require occasional hands-on hardware setup/deployment in our office and at our client's offices. You will act as an escalation and training resource to our Helpdesk team and will assist the account management and project teams with planning and implementing upgrades to client environments with minimal downtime. This relates to all technology, including workstations, servers, printers, networks, and vendor specific hardware and software. You will lead by example, creating technical procedures and accurately documenting the performed work in a timely manner.  

 

Do You Have What It Takes?  
The Level 2 Support Technician position is a key contributor in the success of managing our client’s environments. You’ll need virtuoso level skills when it comes to technology and the ability to see through the noise to the root cause. Our growing team needs to respond to tickets generated by end-users and our monitoring and automation tools - so you’ll need strong interpersonal and technical communication skills, attention to detail, and a can-do attitude. We need you to be open to ideas and bring your own new ideas to the team; we offer a fun, engaging, supportive environment in which your ideas can thrive. 

 

Does this sound like you? Great, read on!  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

 

Role and Responsibilities  

• IT support relating to technical issues involving both Microsoft’s core business applications and Mac environments, as well as virtual environments built on Microsoft and VMware  

• Support services for Microsoft related technologies: Windows Desktop, Windows Server, Exchange, SQL, SharePoint, Active Directory, Entra ID, Azure, and Microsoft 365, etc. 

• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security  

• Remote access solution implementation and support: VPN, Terminal Services, web/network gateways, etc. 

• Implement and support disaster recovery solutions  

• Update system documentation and procedures  

• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc. 

• Maintain familiarity with industry best practices  

• Document work and track time thoroughly and accurately  

• Communicate effectively with customers, the service team, and the project team 

• Be an organized self-starter who shows up every day, on time, dependable 

• Actively participate and contribute to team and company meetings  

• Train other technicians on new technology, best practices, and troubleshooting techniques 

• Other duties as assigned 

 

Required Personal Skills  

• Strong and demonstrable verbal and written communication skills and impeccable grammar  

• Superior and demonstrable attention to detail  

• Must create well written & understandable documentation  

• Ability to follow directions and policies precisely  

• Good problem-solving abilities  

• Organized and self-motivated  

• Must be able to meet deadlines  

• Ability to build positive and collaborative relationships  

• Must employ excellent patience and listening skills 

 

Required Qualifications  

• 2 + years of experience in a technical field or Customer Service  

• Experience working with the following systems/applications:

• • Microsoft Desktop Operating Systems  

• • Microsoft Server Operating Systems 

• • Microsoft 365 

• • Azure 

• • InTune 

• • Active Directory/Entra ID  

• • Microsoft Office Applications  

• • PBX/Telephony Services 

• • Identity and IdPs 

• General TCP/IP networking knowledge including DNS, DHCP, routing, etc.  

• Smart phones/Mobile Devices 

Non-Required Qualifications (But we'll think you are super cool if you have them):  

• Experience with EDR/XDR/MDR 

• ConnectWise PSA

About Our Work Environment  

Our Lansing, Michigan office has an open, collaborative vibe. Sometimes, you’ll have to be a good sport about things like carrying heavy items, crawling under office furniture, negotiating step ladders, etc. to do your job. It's all worth it though for the great views. Our Lansing office is nestled right between Fenner Nature Center and Crego Park, so daily wildlife visits are not unexpected. While the job is often performed in-office, there are opportunities for Work From Home - applicant is responsible for hardware and the internet required to perform duties when working remotely. 

 

It's Not Just Work - Sometimes It's Just Fun & Games  
We actively endorse Friday afternoon happy hours. We also have a great annual holiday celebration and try to do several off-campus activities as a group (family included!) each year. And most importantly, we pride ourselves as a company with excellent camaraderie. Our employees have good things to say about working here: the coffee is good, the daily challenges are great, and we feel more like friends than colleagues. 

 

What Compensation Can You Expect?  
This is a full-time position. Adna Technologies offers a full compensation package including health benefits. You can expect: 

• Training and support 

• Medical/Dental/Vision

• 401K/401K Roth with 3% safe harbor 

• Quarterly Profit-Sharing 

• Travel reimbursement 

• Generous PTO and Paid Holidays 

 

What To Expect From Our Hiring Process  

• Criminal background check
• This role requires CJIS clearance. Candidates must be able to satisfy CJIS background screening requirements. Certain criminal convictions may impact eligibility.

• If you’re selected for an interview, you’ll need to bring professional references. 

 

Thanks for your interest in working here. We hope to see you soon!  

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.