IT Technician Level 2 Advanced

Job Description

Job Description

IT Technician – Level 2 (Advanced)

Office Machines Company, Inc.
Full-Time | Hourly | Overtime Eligible

Job Highlights

• $32–$37 per hour

• Company vehicle for authorized commuting and business travel

• Comprehensive health and supplemental benefits

• Regular Monday–Friday, 8:00 a.m.–5:00 p.m. schedule

• Currently an in-person position; hybrid opportunities may become available as the IT division grows

• Currently no on-call rotation; a shared rotation may be introduced as the IT division grows

• Professional growth and advancement opportunities

• Local remote and onsite business-client support

• Owner-led, family-operated company

About Office Machines Company

Office Machines Company is a locally owned, family-operated business that has served West Michigan since 1947. Historically, we have specialized in copier and printer sales, service, and support. Today, we are expanding our managed IT services division to provide responsive, professional technology support to small and midsized businesses.

Although our company is nearly 80 years old, we maintain an energetic, forward-looking spirit and are ready to tackle an ever-evolving technology landscape with integrity, vigor, curiosity, and continuous improvement.

We provide white-glove service in everything we do . Our goal is to be the friendly technology team that shows up like a trusted partner—not like a distant call center . That means taking ownership, communicating clearly, following through, and treating every customer’s business as important.

Office Machines Company is owner-led. Our owner works alongside the team, helps solve problems, supports customers, develops employees, and demonstrates the standard of excellence expected throughout the business.

We promote a fun, friendly, hardworking, and high-performance culture. We recruit carefully, reward initiative, and value competence, teamwork, integrity, accountability, and dependable follow-through. We also have a strong history of developing and promoting employees from within.

Opportunities for advancement are based on demonstrated performance, technical capability, initiative, and sound judgment—not simply on seniority.

Position Summary

Office Machines Company is seeking an experienced IT Technician – Level 2 (Advanced) to provide remote and onsite technology support to business clients.

This is a mid-level technical position requiring the ability to independently support computers, networks, Microsoft 365, Windows Server environments, cybersecurity platforms, backup systems, printers, and related business technology.

The ideal candidate will use a structured troubleshooting process, document work thoroughly, communicate professionally, remain calm under pressure, and recognize when escalation is appropriate.

We value technicians who can learn on the fly, research unfamiliar issues, use available documentation and technical resources, and make a disciplined effort to identify solutions before escalating. Resourcefulness must be balanced with sound judgment, security awareness, and an understanding of when additional expertise or approval is required.

The ideal candidate should also be flexible, team-oriented, capable of working independently, and interested in building a long-term career as our managed IT services business expands.

This is currently an in-person position. The technician will work from the company’s office and travel to client locations while also providing remote support to customers as needed. As the managed IT services division grows and its systems, staffing, and workflows mature, opportunities for limited hybrid work may become available. Any future hybrid arrangement would depend on business needs, client coverage, job performance, and company policy and is not guaranteed.

IT support and systems administration are the primary responsibilities of this position. However, our technicians operate as an integrated field-service team. All IT technicians receive company-provided basic copier-service training and may occasionally assist with installations or basic copier-service needs.

This cross-training helps balance workloads when demand varies between departments, improves customer response, and allows the company to use its technical resources efficiently. Previous copier experience is helpful but is not required, and copier work does not replace the primary IT focus of the position.

Core Responsibilities and Required Capabilities

• At least three years of professional IT support, system-administration, or managed-services experience

• Provide professional remote and onsite support to business clients

• Independently troubleshoot routine and moderately complex technical issues and recognize when escalation is required

• Demonstrate resourcefulness and the ability to learn on the fly by using available documentation, vendor resources, internal systems, diagnostic tools, and professional research to investigate unfamiliar issues before escalating, while recognizing when risk, complexity, or business impact requires timely escalation

• Deliver white-glove service through personal ownership, clear communication, dependable follow-through, and continued engagement through resolution or appropriate escalation

• Support Windows workstations, Windows Server environments, business applications, printers, and related technology

• Administer Microsoft 365 environments, including Exchange Online, Entra ID, multifactor authentication, licensing, shared mailboxes, and security groups

• Support Active Directory, Group Policy, DNS, DHCP, permissions, and file sharing

• Configure and troubleshoot managed switches, VLANs, wireless networks, firewalls, and site-to-site or remote-access VPNs

• Use remote monitoring and management platforms for endpoint monitoring, alerting, patching, software deployment, and remote support

• Support endpoint-security and backup platforms, investigate alerts or failures, and perform or assist with data restorations

• Use professional ticketing and documentation systems to manage service requests and maintain accurate records of client configurations, equipment, changes, procedures, and resolutions

• Configure and deploy computers, monitors, printers, network equipment, and peripherals

• Assist with client onboarding, equipment replacements, migrations, installations, and technology projects

• Follow a structured troubleshooting process, identify root causes, verify resolutions, and proactively identify aging systems, security risks, unsupported technology, and beneficial upgrades

• Apply appropriate cybersecurity practices for small and midsized businesses

• Communicate service status, findings, risks, delays, and recommendations clearly to clients and management

• Use all company-required ticketing, documentation, monitoring, security, backup, and password-management platforms

• Complete company-provided basic copier-service training and assist with occasional workload-balancing needs

• Maintain a valid driver’s license, a satisfactory driving record meeting the eligibility requirements of the company’s automobile insurer, and continued eligibility to operate a company vehicle

• Travel regularly to client locations throughout the company’s service area

• Perform the essential physical functions of the position, including safely lifting, moving, and installing computers, printers, and related business equipment, with or without reasonable accommodation

• Successfully complete a job-related background check, motor-vehicle-record review, and pre-employment drug screening

• Satisfy lawful, job-related access requirements imposed by schools and other client locations served by the company

Preferred Qualifications

• Experience supporting multiple business clients or working for a managed-services provider

• Experience assessing client environments and recommending upgrades or standardization improvements

• Experience supporting macOS and iOS devices in a business environment

• Experience with VoIP phone-system administration or mobile device management

• Experience working in HIPAA-compliant environments

• Microsoft, CompTIA, Cisco, Fortinet, SonicWall, or similar certifications

• Associate’s or bachelor’s degree in information technology, cybersecurity, networking, computer science, or a related field

• Previous copier, printer, mechanical, or field-service experience

Compensation, Work Location, and Schedule

• $32–$37 per hour , based on qualifications, experience, and demonstrated technical ability

• Approximate annualized base compensation of $66,560–$76,960 , based on a normal 40-hour workweek

• Overtime eligible, with overtime paid in accordance with applicable law

This position is currently structured as an in-person role. The technician will generally report to the company’s office and work at customer locations throughout the service area, while also providing remote technical support from company facilities.

As Office Machines Company’s managed IT services division grows, limited hybrid-work opportunities may become available. The availability, frequency, and structure of any hybrid arrangement would be based on business needs, customer-service coverage, individual performance, the responsibilities of the position, and company policy. Hybrid work is not guaranteed as a condition of employment.

The regular schedule is Monday through Friday, 8:00 a.m.–5:00 p.m. The position does not currently participate in an on-call rotation.

As the managed IT services division grows, the company anticipates that this position may eventually participate in a shared after-hours or on-call rotation. Any future rotation would be communicated in advance and structured to distribute responsibilities reasonably among members of the technical team.

On rare occasions, migrations, integrations, or other planned project work may be scheduled after 5:00 p.m. when necessary to reduce disruption to client operations.

Benefits

• Comprehensive health insurance plan

• Company vehicle for authorized commuting and daily business travel

• Dental insurance

• Life insurance

• AD&D Insurance

• Disability insurance

• Professional growth and advancement opportunities

All benefits are subject to applicable eligibility requirements, benefit-plan documents, and company policies.

Employment Conditions

Office Machines Company maintains a drug-free, tobacco-free, and cannabis-free workplace.

This is a safety-sensitive position because it requires regular driving, operation of a company vehicle, work at customer locations, equipment installation and service, use of tools, and work around electrical and mechanical equipment.

Employees in safety-sensitive positions are prohibited from using cannabis, marijuana, THC, or THC-containing products for either recreational or medical purposes, including off-duty and off-premises use. A medical-marijuana card, physician certification, or authorization under state law does not exempt an applicant or employee from this requirement.

Applicants and employees must be willing and able to comply with this policy as a condition of employment. A confirmed positive cannabis or THC test may constitute a policy violation regardless of the reason for use.

Employees may not report to work, remain at work, drive for company business, enter customer premises, or perform job duties while impaired by alcohol, cannabis, illegal drugs, unauthorized controlled substances, or any other substance that may affect judgment, coordination, reaction time, alertness, or safe performance.

Office Machines Company will consider reasonable-accommodation requests relating to an underlying medical condition as required by applicable law. However, the company does not permit an accommodation that authorizes cannabis or THC use for this safety-sensitive position. Alternative accommodations that do not involve cannabis or THC will be considered when required by law.

Employment is contingent upon successfully completing a job-related background check, motor-vehicle-record review, and pre-employment drug screening. Additional testing may be required in accordance with company policy and applicable law.

Equal Employment Opportunity and Accommodations

Office Machines Company provides equal employment opportunities and considers reasonable accommodations for qualified applicants and employees in accordance with applicable law.

Important Notice

This posting is intended as a general description of the position and may contain inadvertent errors or omissions, which Office Machines Company reserves the right to correct. It is not an employment offer, contract, or guarantee of compensation, benefits, schedule, work location, duties, advancement, hybrid work, or on-call arrangements.

Any written offer letter will state the initial terms of employment. Benefit eligibility and coverage are governed by applicable plan documents and company policies. If a conflict exists, the written offer letter, benefit-plan documents, company policies, and applicable law will control.

Office Machines Company, Inc. is a fourth generation family owned business serving clients in west michigan with truly extraordinary service.
Specializing in sales and service of commercial office equipment, as well as providing white glove I.T. services to small business, OMC is known for its friendly people and for going above and beyond.

Company Description

Office Machines Company, Inc. is a fourth generation family owned business serving clients in west michigan with truly extraordinary service.\r\nSpecializing in sales and service of commercial office equipment, as well as providing white glove I.T. services to small business, OMC is known for its friendly people and for going above and beyond.