IT Technician II

Character Requirements Responsibility: Innate desire to do more than what is expectedThoroughness: Work with efficiency, completeness, and within reasonable timeframesDependability: Fulfillment of expectations without excessive oversightDetermination: Persistence to complete goals despite external influencesFlexibility: Willingness to adapt to the needs of multiple departments and respond to direction and vision of teammatesComposure: Ability to stay level-headed, think on the fly, and make quick, sound decisions when problems surface in the field Intulse is a privately owned company with core beliefs founded in Christian faith and we hire individuals who share that faith and commitment to our core values. Please carefully read about our culture and core values to understand if you'll fit in our unique environment:  Key Responsibilities Client Support & Advanced Troubleshooting Serve as an escalation point for Level 1 technicians on complex desktop, server, network, and cloud issuesDiagnose and resolve problems across desktops, laptops, printers, servers, firewalls, switches, and wireless systemsTroubleshoot root causes rather than symptoms, and document the fix so the issue does not recurMake quick, well-reasoned decisions when a job does not go as planned, and adapt on the fly to keep work movingDelight our clients with fast, respectful, and helpful service Hands-On Installation & Field Work Installation and field work is part of this role, mainly during project phases. Day to day, the focus is on support, troubleshooting, and infrastructure work. Install and configure hardware and networking equipment, including firewalls, switches, wireless access points, servers, workstations, and peripheralsAbility to run, terminate, and test low voltage cabling when a project requires itMount, rack, and cable equipment cleanly and to our standardsPerform hardware adds, moves, and changes, including physical relocationsSupport onsite deployments, migrations, and infrastructure rollouts from start to finish Networking & Infrastructure Configure and support VLANs, switching, wireless, and basic routing and VPN connectivityAdminister Windows Server environments, including Active Directory, DNS, DHCP, and file servicesSupport and manage endpoints and mobile devices, including iOS, through mobile device management (MDM) platformsSupport virtualization platforms (Hyper-V, Proxmox, or similar)Administer Microsoft 365 or Google Workspace environmentsSupport backup, recovery, and business continuity systems Helpdesk & Documentation Tools Use our ticketing system to track and resolve all workEnsure tickets are updated promptly and not left staleSplit and categorize issues properly when multiple concerns are reportedCreate and maintain client documentation, network diagrams, and SOPs in our IT documentation tool and other systems Remote Monitoring & Management (RMM) Monitor dashboards and alerts and follow up with defined remediation stepsExecute regularly scheduled or automated tasks as outlined in proceduresIdentify recurring patterns and recommend proactive fixes Project Work Lead or assist with project phases, including hardware installs, network refreshes, and migrationsCoordinate onsite work and support senior engineers on larger infrastructure rolloutsHelp plan and sequence work so installations go smoothly the first time Communication & Reporting Represent our company well during on-site visits through friendly, respectful, and professional face-to-face communicationProvide clear, professional support in person, by phone, email, and in writing to resolve tickets and keep users informedKeep clients informed on ticket progress, status changes, or outagesEscalate appropriately to senior team members when neededSubmit accurate timesheets and expense reportsFlag risks or recurring issues to the Service Manager and project leadsAbility to use AI to multiply your skills and save time, without using it as a replacement for critical thinking or feeding it inappropriate data such as personally identifiable information Team Collaboration & Mentorship Follow weekly schedules and dispatch assignmentsSupport and mentor Level 1 technicians, sharing knowledge and helping them growParticipate in process improvements and feedback loopsSupport our team's security posture by adhering to SOPs and staying vigilantShow initiative by suggesting improvements, raising flags, and helping us serve better Physical & Travel Requirements Must be able to perform physical installation work, including hardware, networking equipment, servers, computers, and occasional low voltage cablingMust be able to lift and transport IT hardware (servers, UPS units, switches, and similar) up to 50 poundsMust be comfortable working on lifts or ladders for access points, cabling, and mounted equipmentMust be able to bend, kneel, reach, and work in tight spaces such as server rooms and network closetsRegular travel across Central PA using your own vehicle (mileage reimbursed)Valid PA driver's license and reliable transportation required Schedule Requirements Standard hours are 8:00 AM to 5:00 PM (eastern time), Monday through FridayThis role requires flexibility. There will be times when project or support work calls for starting earlier or staying later to see a job through to completion.Many of our clients, including churches, operate outside of standard business hours. Occasional evening or weekend work is part of this role, such as supporting a Sunday service or performing after-hours maintenance when it is least disruptive to the client.Some projects are time sensitive and, once started, must be finished before the workday ends, to avoid leaving a client in a half broken state. We are looking for someone who takes ownership of getting the job done right.We are only considering candidates local to our Lancaster, PA office.We work in the office 2 days a week.Required Skills & Experience Minimum Qualifications 4+ years in an IT support, helpdesk, or field technician roleStrong Windows and Windows Server administration experience (Active Directory, DNS, DHCP, file services)Apple/macOS and iOS device support experienceExperience with mobile device management (MDM) platforms (Intune, Jamf, or similar)Solid networking skills: TCP/IP, VLANs, switching, wireless, and basic routing and VPNHands-on experience installing and configuring firewalls, switches, and wireless access pointsFamiliarity with running and terminating low voltage cablingComfortable using ticketing, RMM, and remote support toolsStrong critical thinking skills and the ability to make quick, sound decisions in the fieldClear written and verbal communicator, comfortable and professional in face-to-face client interactions, with a self-directed work ethic Preferred (Not Required) Prior experience in an MSP or multi-client support environmentExperience supporting church or non-profit organizationsMicrosoft 365 or Google Workspace admin experienceExperience with virtualization (Hyper-V, Proxmox, etc.)Experience with Ubiquiti UniFi networkingRelevant certifications (CompTIA Network+, Security+, Microsoft, or similar) BenefitsProfit sharingHealthcare options401K retirement plan with generous company matchingGenerous PTOWeekly company provided lunchesWork from home flexibility
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