IT Tier 2 Support Technician

Novaspect, Inc., an Emerson Impact Partner and a global leader in automation systems and solutions, is currently seeking a proactive, technically skilled IT Support Technician II to join our team.This role is the technical backbone between frontline support and our senior Systems, Network, and Security teams, handling escalated support requests and contributing to the stability and security of our IT environment. It demands advanced troubleshooting, strong communication, and hands-on experience with enterprise tools in a Microsoft-centric, security-conscious environment.IT Tier 2 Support Technician Essential Duties & Responsibilities:Support & Escalation OwnershipServe as the primary escalation point for Tier 1 Help Desk tickets, delivering timely, accurate root-cause analysis and resolutionAct as both Level 1 and Level 2 responder depending on staffing and incident severityOwn tickets through resolution - including user communication, documentation, and handoff when further escalation is requiredManage support queues; ensure accurate ticket categorization, prioritization, and closure against SLA targetsParticipate in IT projects, system rollouts, and process improvementsMicrosoft 365 & Identity AdministrationAdminister and support the Microsoft 365 E5 suite: Exchange Online (including shared and non-user mailboxes, calendars), Microsoft Teams (including basic Teams Phone support), and OneDrive and SharePoint Online (basic to advanced administration)Support Active Directory (on-prem) and Entra ID tasks: user provisioning and deprovisioning, security and distribution group managementSupport MFA and identity-related troubleshooting (hybrid identity / Azure AD Connect / SSO)Endpoint, Mobile & Device ManagementDeploy Dell Windows 11 laptops using Microsoft Intune, Windows Autopilot, and PDQ DeployHandle onboarding/offboarding, including hardware setup, software provisioning, and access managementManage endpoint and mobile devices via Intune, including enrollment, policies, and troubleshootingPerform firmware, BIOS, and driver updates using Dell Command UpdateSecurity, Compliance & MonitoringProvide Tier 2 support for endpoint security tools (e.g., CrowdStrike)Manage phishing response using KnowBe4 PhishERMonitor and remediate unauthorized softwareSupport compliance activities, including audits and access reviewsUse monitoring tools (PRTG, Zabbix) to identify and resolve issuesNetworking, Servers & Infrastructure SupportTroubleshoot network connectivity: DNS, DHCP, TCP/IP, wired and wireless access, and VPNSupport Dell servers in Hyper-V environments (basic VM operations and monitoring)Support endpoints with WSUS / Intune / third-party application patchingManage conference room AV equipment, performing proactive health checks to ensure reliability and resolve issues before meetingsCollaborate with Network, System, and Cybersecurity Admins on complex issues and infrastructure initiativesAsset, Inventory & Lifecycle ManagementMaintain Freshservice asset management for inventory tracking and lifecycle updatesSupport system improvements and auditsManage hardware shipments, inventory, and ordering devicesDocumentation, Training & Knowledge SharingMaintain and enhance knowledge base, SOPs, and policiesDeliver end-user training on Microsoft 365 and related toolsMentor Tier 1 technicians and interns, sharing knowledge and elevating the teamIT Tier 2 Support Technician II Education, Skills, & Experience:Bachelor’s degree in Information Technology, Computer Science, or related field or equivalent hands-on experience3-5 years of progressive professional IT support experience in a business environment, with demonstrated time in a Tier 2 Help Desk or equivalent roleStrong hands-on experience with Windows 10/11, Microsoft 365 E5, Autopilot, and Active Directory requiredAbility to prioritize and manage multiple tasks in a fast-paced environmentStrong troubleshooting methodology, documentation discipline, and professional communication skillsExperience with mobile device support and Microsoft IntuneITSM & asset management tools: Freshservice, PDQFamiliarity with endpoint protection platforms (CrowdStrike or similar)Solid grasp of networking fundamentals and remote access technologiesGenuine curiosity to solve problems and have strong customer-service mindsetIT Tier 2 Support Technician Additional RequirementsUnderstanding of the principles of ITIL 4 FoundationExperience with or understanding of Exchange Online and Microsoft Teams administrationMobile administration: Apple Business Manager, Verizon Admin PortalFamiliarity with PowerShell scripting for automation and diagnosticsExposure to hybrid identity environments (Azure AD Connect, SSO)IT certifications such as CompTIA Network+, Microsoft 365 Certified: Modern Desktop / Endpoint Administrator, or equivalentIT Tier 2 Support Technician Physical RequirementsAbility to lift up to 50 lbsAbility to grasp and manipulate small objects/tools; frequent use of small hand tools and electronic test equipmentRepetitive hand motionsAbility to stoop, crawl, and crouch while working on equipment on hands and kneesProlonged use of computer and telephoneOccasional irregular hoursAbility to drive Company vehicles and frequent territory-wide travelAbility to use a standard 8-foot ladder safely for pulling and adjusting cables in the ceilingIT Tier 2 Support Technician Pay:Hourly Rate Range: $30.00 - $34.00Eligible for OTThe final offer will be based on several factors, including, but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in the position.IT Tier 2 Support Technician Benefits:Recognized with a Top Employee Benefit Plan Award, below you will find our outstanding total rewards package when you join our team including:Generous paid time off; starting at 15 vacation days, 10 holidays, and 10 days of Paid Sick & Safety Time (PSST)401K with 6% company matchEmployee Stock Ownership Plan (ESOP)Excellent health & wellness benefitsStudent debt & tuition reimbursementReferral bonusNovaspect is a 2025 Great Place to Work Certified companyIT Tier 2 Support Technician Schedule:Monday - Friday: 7:30am - 4:30pmThis role is fully on-site (Monday–Friday) for the first six months, with eligibility for a 2-day remote / 3-day in-office hybrid schedule thereafter based on performanceWho We Are:Novaspect, Inc., is an employee-owned company that engineers, sells, and services industrial process controls. Our Core Purpose is to improve our customer’s performance through the innovative application of technology. We are passionate about creating effective processes and building customer relationships. We position ourselves to attract the best talent, and ensure we are delivering local services with proven technologies. #J-18808-Ljbffr Novaspect