Internal IT Tech II replacement Brandon Caudill

Harbor IT•Framingham, MA

22h•Hybrid

About The Position

Harbor IT is seeking a skilled and customer-focused Internal IT Support Technician II to support our growing internal workforce across multiple locations. This role is responsible for onboarding and offboarding employees, endpoint deployment and management, Tier 2 technical support, Microsoft 365 administration, and maintaining the health and security of company devices and systems. The ideal candidate will have strong experience with Microsoft Intune, Microsoft 365, endpoint management, remote troubleshooting, and RMM platforms. This individual will serve as a key member of the Internal IT team, ensuring employees receive reliable technology support and seamless technology experience throughout their employment lifecycle.

Requirements

3+ years of experience in an IT Support, Service Desk, Systems Support, or Endpoint Administration role.
Strong experience supporting Windows and macOS environments.
Hands-on experience with Microsoft Intune
Hands-on experience with Microsoft 365 Administration
Hands-on experience with Entra ID (Azure AD)
Hands-on experience with Exchange Online
Hands-on experience with Teams
Hands-on experience with SharePoint Online
Hands-on experience with OneDrive
Experience with RMM platforms such as ConnectWise, N-Able, Datto, or similar solutions.
Strong troubleshooting skills across hardware, software, networking, and endpoint management technologies.
Experience performing workstation deployments, user migrations, and device lifecycle management.
Excellent documentation, organizational, and communication skills.
Ability to manage multiple priorities in a fast-paced environment while maintaining a high level of customer service.
Strong attention to detail and commitment to security best practices.

Nice To Haves

Experience working in a Managed Services Provider (MSP) environment.
Microsoft certifications such as: MD-102 Endpoint Administrator
Microsoft certifications such as: MS-900 Microsoft 365 Fundamentals
Microsoft certifications such as: AZ-900 Azure Fundamentals
Microsoft certifications such as: SC-900 Security, Compliance, and Identity Fundamentals
Familiarity with ITIL principles and service management practices.
Experience supporting mergers, acquisitions, or large-scale user onboarding and migration projects.

Responsibilities

Configure, deploy, and provision new laptops and workstations using standardized company configurations.
Manage equipment logistics, including asset tracking, incoming shipments, returns, and device recovery.
Set up laptops, docking stations, peripherals, and mobile devices for new and existing employees.
Administer Windows, macOS, and mobile devices through Microsoft Intune.
Perform user profile migrations and ensure smooth data transitions during device replacements and organizational changes.
Create, modify, and remove user accounts and access permissions in accordance with onboarding and offboarding procedures.
Maintain accurate and detailed documentation for all onboarding and offboarding activities, ensuring audit-ready records and process consistency.
Provide Tier 2 support for hardware, software, operating system, and network-related issues across Windows and macOS environments.
Troubleshoot device enrollment, compliance policies, application deployments, and user access challenges.
Resolve application, connectivity, and authentication issues across Microsoft 365 and other business platforms.
Utilize RMM and remote support tools to diagnose, remediate, and resolve end-user issues efficiently.
Escalate complex technical issues when appropriate and ensure thorough follow-through to resolution.
Identify recurring issues and recommend improvements to support processes and operational procedures.
Deliver exceptional customer service while supporting employees across multiple locations and time zones.
Monitor and maintain endpoint health using tools such as ConnectWise, N-Able, Auvik, and other management platforms.
Apply operating system patches, application updates, and security configurations to maintain platform stability and compliance.
Manage users, devices, policies, licensing, and security settings within Microsoft 365 and Entra ID.
Troubleshoot and support Microsoft Intune, Microsoft 365 services, ConnectWise, and related endpoint management solutions.
Manage hardware inventory and prepare devices for replacement and refresh cycles.
Maintain system documentation, standard operating procedures, configuration records, and troubleshooting guides.
Support the implementation and maintenance of security controls using Microsoft Security Center and related Microsoft security tools.
Perform routine compliance reviews and assist with internal and external audit requirements.
Support identity and access management processes across Microsoft 365 and Azure/Entra environments.
Ensure endpoint security standards are maintained through policy enforcement, patch management, and device compliance monitoring.
Handle sensitive employee information and confidential company data with discretion during onboarding, offboarding, and access management processes.