System Support Technician

Job Description

Job Description

DEPARTMENT : Technology

JOB   TITLE : IT Support Technician II

REPORTS   TO : Infrastructure Manager

WHO WE ARE: Nuvative is a parent company that is helping businesses meet their goals through innovative technology and impactful employees. To recruit and retain top-notch talent, we consciously work to make and keep Nuvative an employer of choice. We provide our employees with a culture of kindness, fairness, learning and development, contribution, collaboration, diversity, innovative and fun. 

JOB PURPOSE : Nuvative Inc., is looking for an experienced individual to provide advanced technical support and systems administration across our end-user computing and technology infrastructure environment. This position serves as a senior technical resource within IT Support, resolving complex technical issues while performing routine administration, maintenance, monitoring, and lifecycle activities for assigned systems and infrastructure.

The role works closely with other Technology teams to maintain reliable and effective IT services, participate in technical projects, improve operational processes, and ensure issues outside the position's assigned responsibilities are effectively diagnosed and coordinated with the appropriate system or service owner.

RESPONSIBILITIES

• Serve as a technical escalation resource within IT Support for incidents and requests that cannot be resolved through standard Level I procedures, while maintaining direct responsibility for assigned systems administration and infrastructure support duties.
• Diagnose and resolve complex or recurring issues involving endpoints, operating systems, software, peripherals, remote access, authentication, connectivity, virtual desktop services, and other supported technologies.
• Perform advanced technical troubleshooting to identify whether issues originate with an endpoint, user configuration, application, identity service, network, server, or other platform, resolving issues within the role's authority or escalating them to the appropriate internal team.
• Administer, configure, monitor, troubleshoot, and maintain assigned servers, cloud resources, virtual machines, virtual desktop resources, and related infrastructure in accordance with established standards and delegated authority.
• Provision, configure, maintain, patch, and decommission assigned systems, endpoints, and infrastructure resources according to approved lifecycle and change-management procedures.
• Monitor system health, availability, capacity, performance, and operational alerts; review logs and diagnostic information to identify issues, determine root cause, and coordinate or implement resolution.
• Support backup and recovery operations, including monitoring backup health, investigating failures, performing approved restores, and validating recovery results.
• Perform delegated directory, identity, device, group, and access administration within established procedures and permissions; escalate privileged access, architecture, policy, and other higher-risk changes to the appropriate owner.
• Perform routine network-services administration and troubleshooting within delegated responsibilities and diagnose connectivity, addressing, name-resolution, and related issues.
• Troubleshoot supported applications at the endpoint and infrastructure layers and coordinate with internal teams or vendors when resolution requires application administration, licensing, integrations, workflow changes, or business-process configuration.
• Use scripting and automation tools to improve repetitive systems administration, endpoint management, reporting, troubleshooting, and support activities.
• Develop and maintain technical documentation, standard operating procedures, knowledge-base articles, troubleshooting guides, deployment instructions, and system configuration records.
• Identify recurring incidents, configuration issues, and operational trends and recommend improvements to systems, monitoring, documentation, training, or support processes.
• Participate in Technology projects involving infrastructure, endpoints, system deployments, upgrades, migrations, and other assigned initiatives.
• Mentor IT Support Technician I staff, provide troubleshooting guidance, review escalations, and help improve the consistency and quality of support delivery.
• Assist during outages and service degradation by performing diagnostics, identifying affected systems or users, supporting restoration activities, validating service recovery, and assisting with communications.
• Identify and escalate suspected security events according to established procedures and assist with investigation or remediation when requested.
• Participate in scheduled after-hours support, maintenance, deployments, or project activities where required.
• Perform other technical support and systems administration duties consistent with the nature and level of the position.

QUALIFICATIONS

• Associate degree in Information Technology, Computer Science, or a related field, or an equivalent combination of technical education, certifications, and relevant professional experience.
• Minimum of 3 years of progressively responsible professional IT experience, including  hands-on responsibility for administering or supporting production systems, cloud infrastructure, servers, endpoints, or enterprise technology services.
• Strong troubleshooting skills with the ability to diagnose complex hardware, software, operating system, connectivity, authentication, and infrastructure-related issues.
• Working knowledge of enterprise server, cloud, virtualization, directory and identity, endpoint-management, and remote-access technologies.
• Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, VLANs, routing concepts, and common network troubleshooting techniques.
• Experience performing routine systems administration activities such as provisioning, configuration, patching, monitoring, software deployment, backup and recovery, and system lifecycle management.
• Ability to review system and application logs, monitoring information, and other diagnostic data to identify problems and determine appropriate corrective action or escalation.
• Working knowledge of scripting or automation technologies used to improve administrative and support processes.
• Understanding of IT security fundamentals, least-privilege principles, change-management practices, and the importance of following established administrative and incident-response procedures.
• Strong written and verbal communication skills, including the ability to explain technical issues to non-technical users and effectively document technical procedures and troubleshooting information.
• Demonstrated ability to work independently, prioritize multiple technical issues, exercise sound judgment, and collaborate effectively with both technical and non-technical teams.
• Ability to mentor less-experienced technical staff and provide guidance during troubleshooting and escalation.
• Experience supporting Microsoft-centric enterprise environments is preferred.
• Experience with Microsoft Azure, Windows Server, Active Directory or Microsoft Entra ID, Microsoft 365, endpoint-management technologies, virtual desktop environments, and PowerShell is preferred.

PREFERRED QUALIFICATIONS

• Bachelor's degree in Information Technology, Computer Science, or a related field. 
• 4 or more years of progressively responsible IT experience, including 2 or more years performing systems administration, cloud administration, or comparable infrastructure responsibilities. 
• Experience supporting Microsoft-centric enterprise environments, including cloud infrastructure, Windows Server, directory and identity services, endpoint management, virtualization, and Microsoft 365. 
• Experience with PowerShell or another administrative scripting language. 
• One or more current intermediate or advanced industry certifications demonstrating systems, cloud, networking, or enterprise administration expertise.

Relevant certifications may include Microsoft Certified: Azure Administrator Associate (AZ-104), Microsoft Certified: Windows Server Administrator Associate (AZ-802 or its predecessor certification), Microsoft 365 Certified: Administrator Expert, Cisco Certified Network Associate (CCNA), or comparable administrator-level certifications. Additional certifications in endpoint management, identity, networking, virtualization, or related technologies are also valued.

WHY WORK FOR US: At Nuvative, you’ll find an environment where our team is the core of what we do and good work is rewarded and growth is valued. Nuvative offers competitive wages to qualified individuals and the opportunity to grow professionally and personally through diverse work experiences and hands on training. The heart of our employee culture are the values that we not only preach, but also practice everyday:

• Initiative : Handling opportunities with confidence and enthusiasm.
• Persistence : Moving forward in the face of adversity.
• Teamwork : Uniting the combined effort of our organization.
• Respect : Considering the feelings of others in your action.
• Integrity : Maintaining honesty and strong principles.
• Innovation : Inspiring progress with results and ingenuity.

WHAT WE CAN OFFER YOU: 

• Medical, Dental and Vision insurance.
• Flexible Spending Account
• 401(k)
• Voluntary Life Insurance and AD&D
• Employee Assistance Program
• Paid time off
• Holidays

The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel in this position.