Customer Support Technician

DataStaff, Inc. is in need of a Customer Support Technician - Tier 2 for a long-term contract opportunity with one of our direct clients in the Cary, NC area. *There will be a responsibility to be on an after-hours, weekend, and holiday on-call rotation. The position supports endpoint management, communications systems, and application support, with additional responsibilities for scripting, access control systems, and security operations. Responding to Tier 2 help desk calls and participating in ongoing process improvement through scripting and automation are essential aspects of the role. This class may cover a number of positions performing different types of work. The tasks listed are illustrative examples and not all-inclusive, nor does every employee perform every duty. In addition to the typical duties of a System Administrator – End Point, this position supports Tier 2 security and identity operations and the S2 physical access system. Work is performed under the general supervision of the IT Services Delivery Manager. Typical Tasks: Troubleshoots and supports Tier 2 calls and overflow Tier 1 calls; Develops and supports automation scripts (e.g., PowerShell, Python) to streamline provisioning, reporting, and monitoring processes Administers Microsoft Exchange mailbox and Outlook support; administers SharePoint and Box Deploys and manages backup E911 system; Cisco WebEx video conferencing; and Enterprise Mobility Manager Administers S2 Door Management System: handles access control, hardware, and permissions; Supports and monitors Identity and Access Management (IAM) systems including Active Directory, Entra ID (formerly Azure AD), MFA, and role-based provisioning workflows; Troubleshoots and resolves Tier 2 security incidents, collaborating with cybersecurity and Tier 3 teams Documents IAM workflows, security processes, and scripting solutions in the IT knowledge base Serves as network administrator for the VoIP system; supports all aspects of the phone system; Manages call center servers and voicemail system Deploys desktops/laptops for end users; manages software applications and imaging processes Installs, configures, and maintains wide-area networks and remote sites not connected via fiber Administers Active Directory and Group Policy Manages asset inventory, software licensing, backups, and SAN storage; Researches and evaluates current hardware/software solutions, including cloud and virtualization Supports vulnerability mitigation, system hardening, and audit processes; Additional tasks in support of PIO: engineers cablecasts, maintains access channel, AV design, training, and technology planning Performs other job-related duties as required. Knowledge, Skills and Abilities: Thorough knowledge of endpoint and infrastructure maintenance, identity management, and security operations Strong scripting skills in PowerShell, Python, or equivalent to support automation and reporting Ability to troubleshoot complex hardware/software and IAM-related issues Experience with physical access systems (e.g., S2) and integration with security protocols; Understanding of cybersecurity concepts such as incident response, logging, and auditing; Ability to work across functional IT teams and document processes clearly for both technical and end-user audiences Ability to manage multiple priorities independently; excellent communication and training skills. Education and Experience: Requires any combination of education and experience equivalent to graduation from a four-year college or university with a degree in computer science or a closely related field and a minimum of five years of experience in: Endpoint management and break/fix support Identity and Access Management (IAM) Active Directory, Group Policy Scripting/automation with PowerShell, Python, or equivalent Server hardware, networking (Windows/Linux), and virtualization (e.g., VMWare) Storage and data center technologies Security operations and monitoring Preferred: 1–2 years of experience implementing cloud solutions Experience with S2 or other physical access control systems Certifications in VMware, Microsoft, Cisco, Security+, or ITIL Physical Requirements: Must be able to lift and carry up to 50 pounds on a regular basis and up to 75 pounds occasionally (computers, printers, equipment) across various facilities. Special Requirements: Requires a valid driver’s license with an acceptable driving record. Requires drug testing and background check (may include criminal, education, and credit history verification) prior to employment. This position is available as a W2 position with a competitive benefits package. DataStaff, Inc. offers medical, dental and vision coverage options as well as paid vacation, sick and holiday leave. As many of our opportunities are long-term, we also have a 401k program available for employees after 6 months. Seniority level Seniority level Associate Employment type Employment type Contract Job function Job function Information Technology Industries Staffing and Recruiting Referrals increase your chances of interviewing at DataStaff, Inc. by 2x Inferred from the description for this job Medical insurance Vision insurance 401(k) Get notified about new Customer Support Technician jobs in Raleigh, NC . 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